Christopher Robinson
Tampa,FL
Summary
Experienced project management professional that is knowledgeable of the project management processes. In addition, organizational planning, negotiating contracts, forecasting, budgeting, analyzing metrics and monitoring business performances. Knowledgeable and dedicated leader with extensive knowledge in customer service, finance, insurance, entrepreneurship, and hospitality industry. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Customer Experience Team Lead
Tampa Electric & Peoples Gas Company
03.2021 - Current
- Collaborated consistently with other departments to achieve customer satisfaction and the corporation overall objectives.
- Develops people and teams by engaging in training and developmental activities for new and seasoned employees on policies and procedures to support favorable customer experiences.
- Led successful projects, such as developing the Lead Assistance Template, to improve customer experience and speed of service.
- Demonstrated exceptional commitment to customer satisfaction, meet and exceed expectations by anticipating customer needs, new trends, and implementing robust problem solving skills.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service & Billing Specialist
Frontier Communications
11.2018 - 03.2021
- Tracked and resolved billings discrepancies and service concerns promptly that exceeded customer expectations
- Fostered a team-oriented environment by maintaining a positive and professional attitude in all
correspondence, both internal and external to the organization - Provided friendly, efficient, and accurate solutions for customers through phone, live chat, or
email with the goal of customer loyalty and increased business sales - Listened and analyzed customers discrepancies, investigated problems, and provided strategic solutions
- Initiated exceptional analytical and strategic thinking skills that contribute to the corporation's
business objectives
Independent Insurance Consultant
US Health Advisors, Life And Health Insurance
08.2017 - 11.2018
- Developed, managed, monitored business relationships with vendors and service providers to ensure long-term customer satisfaction
- Takes ownership of every customer interaction and acts with integrity to ensure long-term
business relationships - Analyzed customer needs to provide customized insurance solutions.
- Streamlined processes to improve customer communication
- Managed 80 outbound calls per day, with 16 -20 closed contracts per week
Operations Manager/Owner
Fancy Klean Inc.
08.2014 - 12.2017
- Analyzed business performance metrics, forecasted and monitored budget
- Secured 35 new accounts first year of business, selling business-to-business
- Supervised 15 employees and managed three sub-contractors, along with maintaining strong professional relationships with vendors and suppliers
- Exemplified vigorous contract negotiations skills, and monitoring vendor and supplier performances
Education
Master of Science - Project Management & Operations
Southern New Hampshire University
Manchester, NH07.2023
Bachelor of Science - Hospitality Administration And Management
Southern New Hampshire University
Manchester, NH08.2010
Skills
- Negotiation and Conflict Resolution
- Adaptable and Flexible
- Budgeting and Resource Management
- Six Sigma
- Time Management
- Training and Development
- Project Management Principles
- Vendor Management
- Critical Thinking
- Problem-solving
- Process Improvement
- Total Quality Management
Additional Information
Software/Systems
- Proficient in Microsoft Excel (v-lookups/pivot tables)
- PowerPoint, and Word
- Salesforce
- SAP
- CRM
- ISU
- Workpro
- Gconnect
- WAM
- Microsoft Projects
Timeline
Customer Experience Team Lead
Tampa Electric & Peoples Gas Company
03.2021 - Current
Customer Service & Billing Specialist
Frontier Communications
11.2018 - 03.2021
Independent Insurance Consultant
US Health Advisors, Life And Health Insurance
08.2017 - 11.2018
Operations Manager/Owner
Fancy Klean Inc.
08.2014 - 12.2017
Master of Science - Project Management & Operations
Southern New Hampshire University
Bachelor of Science - Hospitality Administration And Management
Southern New Hampshire University
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