Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Christen Robinson

Richmond,Texas

Summary

I am a highly organized and dependable professional with over 10 years of experience providing exceptional customer support in fast-paced, dynamic environments. I thrive in remote and virtual team settings, I have strong oral and written communication skills, logical problem-solving abilities, and a solid foundation in customer service. I am proficient in navigating Windows operating systems, multitasking effectively, and using desktop computer systems with ease. Additionally, I maintain a typing speed of 25+ WPM and have a reliable high-speed internet connection (minimum 25 Mbps download / 10 Mbps upload with low latency) to fully support remote work requirements.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Lead New Hire Trainer (Cox Communications)

Sutherland Global Services
10.2022 - 05.2025
  • Delivered virtual training for multiple departments, ensuring agents were fully equipped to meet KPI metrics including CS, FCR, and AHT.
  • Conducted detailed analysis of performance data, investigated root causes of performance gaps, and implemented personalized coaching and refresher training.
  • Partnered with leadership and SMEs to gather insights, create knowledge base articles, and improve internal processes—translating complex scenarios into actionable training steps.
  • Documented training performance in systems like iCube, Smartsheet, and Excel to monitor trends and inform leadership decisions.
  • Led international training initiatives, including the launch of a new program in Egypt, training new agents, trainers, and team managers on program protocols.
  • Educated agents on technical tools, account access, and troubleshooting workflows—skills applicable to customer claims resolution and policy interpretation.

AT&T – Customer Experience Service Lead

Sutherland Global Services
04.2020 - 10.2022
  • Delivered exceptional customer service via phone, email, and live chat by resolving a wide range of inquiries related to billing, technical issues, and general service concerns in a timely and professional manner.
  • Maintained a calm, empathetic, and professional demeanor while successfully de-escalating high-stress situations and turning challenging interactions into positive outcomes.
  • Identified and escalated critical or unresolved issues to the appropriate department or leadership, ensuring timely resolution and customer satisfaction.
  • Processed customer payments accurately and handled sensitive billing and account data in compliance with company policies and security protocols.
  • Consistently tracked, updated, and maintained detailed records of customer interactions using internal CRM tools to support audits, reporting, and quality assurance.
  • Shared actionable feedback with team leads and management on recurring customer issues to assist in product or service improvements and internal training efforts.
  • Performed soft upselling of additional products and services by aligning solutions with customer needs, contributing to team performance goals and customer retention efforts.
  • Demonstrated strong problem-solving skills by developing creative and effective solutions to complex customer issues, ensuring each interaction was personalized and resulted in a seamless support experience.


Education

Teaching English As A Second Language

Teflen Training College
Houston, TX
12-2016

Massage Theory & Techniques : Reflexology

Texas Center For Massage Therapy
Houston, TX
10.2016

Skills

  • Effective at multitasking between multiple computer applications
  • Active Listening
  • Microsoft Office Applications
  • Technical Troubleshooting
  • Advanced Organizational & Planning Skills
  • Exceptional Oral & Written Communication
  • Strong Interpersonal Skills
  • Flexible and Adaptable
  • Conflict Resolution

Accomplishments

  • I had the opportunity to travel to Egypt where I trained three classes and helped launch a new program in a different country.

Certification

  • NNA - Texas Notary Public License
  • Texas All-Lines Insurance Adjuster License

Timeline

Lead New Hire Trainer (Cox Communications)

Sutherland Global Services
10.2022 - 05.2025

AT&T – Customer Experience Service Lead

Sutherland Global Services
04.2020 - 10.2022

Teaching English As A Second Language

Teflen Training College

Massage Theory & Techniques : Reflexology

Texas Center For Massage Therapy

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