Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Christen Robinson

Richmond,TX

Summary

I am a dedicated and passionate trainer with over 4 years of experience in delivering exceptional training experiences. I am committed to helping agents achieve their KPI targets and reach their full potential, so we can outshine the competition and demonstrate to clients why we are the best option. I have a proven track record of ensuring that every program I am assigned to excels and delivers outstanding results. I am skilled in developing and implementing effective training presentations and strategies that drive performance and foster a culture of continuous improvement.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Virtual Training Facilitator - Cox Complete Care

Sutherland Global
10.2023 - Current


  • I developed upskill presentations featuring powerful strategies for enhancing Sentiment, AHT, & FCR scores. I led interactive sessions with both tenured and new hire agents to achieve program metric goals aligned with client requirements.
  • I analyzed agent performance data, collaborated with leadership, conducted root cause analyses, and gathered information to create targeted training content for agents who were struggling to meet performance goals.
  • I prepared, facilitated, and led multiple training waves, followed by training refreshers post-completion to support continuous improvement. These efforts were aimed at helping new hires achieve their 30-day, 60-day, and 90-day performance goals
  • Coordinated with leadership, SMEs, and floor agents to gather insights for creating articles in Helptree, aiming to streamline the troubleshooting process. This initiative aimed to reduce AHT, increase FCR, and enhance Sentiment scores.

Virtual Training Facilitator - AT&T ATS

Sutherland Global
11.2021 - 10.2023


  • Trained multiple waves and documented agent performance in systems such as iCube, Smartsheet, Excel, and daily end-of-day emails. Additionally, I coordinated with management to develop tailored action plans to support agents struggling with specific metric goals.
  • During my time in Egypt, I had the opportunity to train trainers and team managers, upskilling them on training materials to prepare them for training future waves and effectively managing their teams.
  • I trained agents to use multiple computer applications while also helping them improve their English-speaking grammar to enhance their customer interactions.


Education

TEFL-TESOL Certification - Teaching English As A Second Language

Teflen Training College
10.2019

Massage Theory & Techniques - Reflexology

Texas Center For Massage Therapy
Houston, TX
10.2016

Skills

  • Coaching and Mentoring

  • Project Management

  • Problem-Solving

  • Leadership

  • Adaptability

  • Presentation Skills

  • Communication

  • Multimedia Skills

  • Instructional Design

  • Training Program Development

Accomplishments

  • During the month of November 2023, I was awarded the Champions of Excellence Quarterly Award for superior performance.
  • During my time as a virtual trainer on the AT&T ATS program, I had the opportunity to travel to Egypt where I trained three waves and helped launch a new program in a different country.
  • In March 2021, I won a Champion Winning Behavior Award at Sutherland Global for 100% Focus on Results during my time on the AT&T ATS program. I received this award for going above and beyond to help build the program.
  • I was awarded Employee of the Month at FedEx SmartPost in October 2010, February 2012, & January 2014 for helping our hub deliver consistent results.

Certification

  • AMU Program Certification
  • TMU Program Certification
  • Learning Admin Program Certification
  • Google UX Design Certification
  • Managing the Virtual Workplace Certification
  • TEFL-TESOL Certification

Timeline

Virtual Training Facilitator - Cox Complete Care

Sutherland Global
10.2023 - Current

Virtual Training Facilitator - AT&T ATS

Sutherland Global
11.2021 - 10.2023

TEFL-TESOL Certification - Teaching English As A Second Language

Teflen Training College

Massage Theory & Techniques - Reflexology

Texas Center For Massage Therapy

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