Chris Robinson Email & Phone Number

Milwaukee, Wi, Us

Germantown, Wisconsin, United States

The Emergency Response Team are a dedicated onsite team. The role involves handling any emergencies, and providing an instant in-house response until 911 are on site, all whilst still maintaining our normal job roles.

Germantown, Wisconsin, United States

I work along side the Commercial Team, supporting users of the Salesforce CRM platform.Providing support and training to the Sales and Business Development teams, ensuring data integrity and accuracy.Supporting the CRM Manager through user set up and maintenance, platform customizations, preparation and maintenance of processes and procedures as well as working on larger projects.

Germantown, Wisconsin, United States

Gateshead, England, United Kingdom

Due to the ongoing integration of TNT and FedEx no new contracts / permanent roles were being confirmed. When my secondment ended, I returned to my former role of Account Manager, this time working remotely from the Edinburgh Contact Centre, dealing primarily with our Healthcare customers. For these customers our services are specifically designed to ensure their shipments (from time-critical medical devices to temperature-controlled vaccines) are treated with the utmost care and meet the necessary regulations.• Monitoring Worldwide freight movements for Major Healthcare Business accounts, including Haz Mat / Dry Ice / Surgical Tools / Medical supplies for accounts such as AstraZenica UK, Leica Biosystems, Stryker Ireland, Medtronic, Johnson & Johnson, 3M, Abbott Labs, Apollo,• Knowledgeable on country specific customs clearance requirements.• Liaise with Operations Manager to resolve any logistics issues effecting delivery.• Liaise directly with Account Sales Managers to resolve any ongoing issues / queries.• Individual Customer Accounting.• Tailor made reporting of inbound and outbound freight.• Problem solving and impact analysis.• Direct point of contact for Dedicated Customer queriesSystems used - Salesforce & Microsoft

Gateshead, England, United Kingdom

Initially an 18-month secondment, I remained in the role for 3 years.In my role as a Customer Care Quality Assurance (CCQA) Specialist, I answered directly to the UK and Ireland Quality and Readiness Manager. The CCQA team represent the voice of our customer, driving quality and consistency throughout the Care Centres. I would review customer centric Key Performance Indicator areas and process compliance, to enable the Company to consistently drive the right behaviours and create a culture of continuous improvement in support of a positive Customer Experience at all touch points. I was responsible for writing, editing and maintenance of all Standard Operating Procedures within the Customer Service Department for FedEx UK (formally TNT), as well as Agent and Supervisor compliance for the 6 Customer Care Centres across the UK.My general day to day work involved the monitoring of calls, customer case files (internal, online), social media interactions, online chat messages, and e-mails. All were checked to ensure that the information given out was correct and factual, and that written communications were all grammatically correct. Also, I regularly assisted with other tasks for the Central Team to aid the business where required, including dealing with Director Level Escalations.I was the Subject Matter Expert (SME) for a Knowledge Management System (KMS) and Claim Savings. KMS is a Knowledge Management System used by FedEx throughout Europe. The database contains “how to” guides as well as Standard Operating Procedures for FedEx, many of which I created. I was involved in monthly and bimonthly calls with other KMS users across Europe, as well as liaising with various senior management teams in the UK regarding the distribution of company updates.Claim Savings looks at errors in the loss and damage claims reporting process within the UK, and as part of the Team, I have reported back on savings of over £200,000 in the last 3 years.

Gateshead, England, United Kingdom

My main duties included management of TNT’s largest accounts (domestic and international), which included contacting customers to advise them of planned changes to their accounts, negotiating a satisfactory resolution to any problems that were encountered and compiling customer reports tailored to the client using innovative cloud technology. This involved accurate data input and self-checking of the work to ensure it was correct. I also dealt with customer complaints. I ensured that the reasons for complaint were shared with the wider team as a continuous improvement initiative. In addition, I also assisted with front line enquiries (e.g. booking and collections) to ensure that internal targets and standards were maintained.In this role, I was selected as part of a research team in a major project who provided ongoing ideas and solutions to problems that were encountered with new software within a test environment to ensure 100% efficiency for live application. Key training and experience:• New and existing colleague mentoring – monitoring calls and providing feedback; individual coaching and one to one meetings with new staff; floor walking and troubleshooting for new teams of staff; system training to Major Accounts staff.• Leadership – manage team workload in the absence of regular line manager; cover Team Leader calls when they are unavailable; volunteered to be point of contact for Team Leader escalation calls in the absence of Department Managers.• Training courses – completed UK and International Frontline and Support training; passed Support Level 1 STARS test; completed Special Services training, Handle with Care and Complaints Handling workshops; fully trained and competent on all Major Accounts team duties• Seconded Team Leader - During holidays, have filled in for Team Leaders by running their team, completing coaching and side by side training. Delivering Team meetings, dealing with call escalations and Customer complaints

Newcastle Upon Tyne, England, United Kingdom

Fielded inbound calls and provided customer service for a variety of contracts tailored to the client’s requirements. Working contracts included large clients including The Trainline and British Bakeries.

Newcastle Upon Tyne, England, United Kingdom

National Rail Enquiries ContractMy role involved the personal handling of over 30,000+ calls annually, all of which involved listening to the customer’s requests and offering suitable solutions based upon their requirements.

Newcastle Upon Tyne, England, United Kingdom

The Security Officer role involved the provision of ongoing safety and security of members of staff, players and the general public, as well as the stadium and surrounding grounds and property. I was a trained Fire Marshal on match days, where I was responsible for the safety and security of over 10,000 individuals. I also provided internal security for private functions, ensuring members only attendance.

Newcastle Upon Tyne, England, United Kingdom

General bar tending duties, including drinks and food orders. I was responsible for ensuring good housekeeping and hygiene behind the bar as part of a larger team. On match days, I was promoted to Bar Supervisor for corporate groups and guests. This involved the collection of drinks orders and the coordination of the bar team to ensure their prompt delivery at half time.

United Kingdom

Phase 1 basic training, including additional specialist training in leadership, battlefield and non-battlefield first aid, weapons, outdoor survival, evacuation & extraction.Medical discharge due to injury with an exemplary record of conduct.