Christopher Roberts
The Freeman Company
Orlando
19
years of professional experience
Professional with strong expertise in client solutions, skilled in developing and executing tailored strategies to meet organizational goals. Adept at fostering team collaboration and driving results, adaptable to changing needs. Proficient in client relationship management, strategic planning, and performance analysis, with focus on delivering impactful solutions. Reliable and resourceful, ensuring seamless project execution and client satisfaction.
Work History
Associate Client Solutions Manager
4 Years 5 Months- Developed tailored client solutions to enhance event experiences and drive customer satisfaction.
- Collaborated with cross-functional teams to ensure seamless execution of client projects and initiatives.
- Analyzed client feedback to identify improvement opportunities and implement strategic solutions for future engagements.
- Trained junior staff on best practices for client management, enhancing team efficiency and service delivery.
- Directed project scope, client expectations, budgets, pricing, and change management while maintaining a high level of customer satisfaction.
Shift Lead
4 Years 9 Months- Supervised daily operations, ensuring high-quality customer service and efficient workflow management.
- Trained and mentored new team members on coffee preparation techniques and company standards.
- Implemented inventory control processes to minimize waste and optimize stock levels.
- Coordinated staff schedules to meet peak demand, enhancing team productivity and morale.
Team Lead
2 Years- Led pharmacy team call center in daily operations to ensure efficient workflow and service delivery.
- Developed training programs for new staff to enhance knowledge of pharmacy call center protocols and procedures.
- Collaborated with healthcare providers to optimize patient care and medication management strategies.
- Streamlined patient access to specialty therapies by conducting comprehensive benefit investigations and evaluating pharmacy and medical benefit plans to identify coverage pathways and expedite treatment initiation.
- Facilitated successful prior authorization approvals by obtaining and compiling clinical documentation, laboratory results, and medical records, ensuring accurate and timely submissions.
Project Coordinator
1 Year 1 Month- Coordinated project timelines, ensuring alignment with client expectations and internal resources.
- Managed logistics for events, overseeing transportation, installation, and dismantling processes.
- Facilitated communication among cross-functional teams to support project execution and resolve issues.
- Developed and maintained project documentation, including schedules, budgets, and reports for stakeholders.
Patient Access Coordinator
1 Year 11 Months- Streamlined patient access to specialty therapies by conducting comprehensive benefit investigations and evaluating pharmacy and medical benefit plans.
- Facilitated successful prior authorization approvals by obtaining and compiling clinical documentation, laboratory results, and medical records, ensuring accurate and timely submissions.
- Enhanced patient and provider satisfaction through proactive communication and ongoing status updates, serving as a trusted resource throughout the treatment authorization process.
- Provided leadership and subject matter expertise by mentoring associates, resolving complex cases, and supporting team performance in a fast-paced healthcare environment.
- Trained and onboarded new team members, improving operational readiness.
Retail Optical Manager
1 Year 5 Months- Streamlined inventory management processes, enhancing efficiency in product ordering and supply chain operations.
- Delivered a patient-centered experience by providing personalized service and support, resulting in strong customer satisfaction, trust, and loyalty.
- Maintained operational excellence by overseeing daily administrative functions, including recordkeeping, inventory management, expense tracking, and financial documentation.
- Built strong patient relationships through consultative recommendations and exceptional service, contributing to customer retention and repeat business.
- Ensured accuracy and compliance in insurance processing and billing procedures while effectively balancing multiple priorities in a fast-paced healthcare retail environment.
Retail Sales Manager
1 Year- Championed brand awareness and customer engagement by educating customers and employees on company products, mission, and values, fostering stronger brand loyalty and sales performance.
- Improved team effectiveness and operational consistency by sharing sales strategies, customer service best practices, and process improvements with colleagues.
- Resolved customer concerns and escalations with professionalism and empathy, consistently prioritizing customer satisfaction and strengthening customer retention.
- Led and motivated team members by communicating clear performance expectations, coaching associates, and reinforcing accountability to achieve business objectives.
Quality Assurance Analyst
9 Months- Maintained high standards of customer service and compliance by monitoring inbound and outbound calls to ensure adherence to company policies, quality expectations, and customer satisfaction objectives.
- Conducted quality audits of customer service representatives, evaluating accuracy, professionalism, and process compliance while providing actionable feedback to improve performance.
- Identified and escalated operational issues and process gaps, helping to reduce risk, improve service quality, and drive timely resolution of customer concerns.
- Supported continuous quality improvement initiatives through detailed reporting, performance analysis, and adherence to established quality assurance standards.
Call Center Representative
6 Years 8 Months- Delivered exceptional member support by handling high-volume inbound calls from members and providers, resolving benefit inquiries, eligibility questions, and service authorization requests.
- Enhanced customer satisfaction and issue resolution by leveraging internal systems and collaborating with cross-functional teams to escalate and resolve complex cases efficiently.
- Built strong member and provider relationships through clear communication, problem-solving, and a commitment to service excellence.
- Ensured accurate and timely payment processing by researching, reconciling, and applying insurance and member payments while documenting denials, partial payments, and account discrepancies.
Education
High School Diploma
No Degree - Psychology
Skills
Growth strategies
Solution optimization
Client relationship development
Staff training
Customer retention
Customer service
Relationship management
Client education
Product management
Timeline
Associate Client Solutions Manager
The Freeman Company
03.2022 - CurrentRead More
Team Lead
Kroger Specialty Pharmacy
03.2020 - 03.2022Read More
Project Coordinator
Czarnowski Display Services
02.2019 - 03.2020Read More
Shift Lead
Foxtail Coffee Company
11.2018 - 08.2023Read More
Patient Access Coordinator
Kroger Specialty Pharmacy
03.2017 - 02.2019Read More
Retail Optical Manager
Ramirez & Poulos MD PA
10.2015 - 03.2017Read More
Retail Sales Manager
Teavana
10.2014 - 10.2015Read More
Quality Assurance Analyst
Bluegreen Vacations
01.2014 - 10.2014Read More
Call Center Representative
Luxottica Retail
04.2007 - 12.2013Read More
Ontario Highschool
High School Diploma
Read More
Ohio State University
No Degree from Psychology
Read More