Chris Robertson Email & Phone Number

Orlando, FL, US

Reporting to the Head of Ride Success, responsible for Quality and Training of remote national contact center team. Management of exempt and non-exempt direct reports. Dedicated to improving patient outcomes through CX-focused quality monitoring program. Committed to constant development, auditing and improvement of contact center agent training program.

Reporting to the Manager of Ride Operations, responsible for monitoring and responding to issues affecting ride success for clients throughout the US. Managed various projects including transportation rate analysis, SOP creation and updates, CRM software configuration and TNC ride audit procedures. Served as primary team POC for dispatch client.

Reporting to the Ride Success Manager, responsible for responding, triaging, and troubleshooting transportation issues escalated by contact center agents. Served as liaison on escalated ride issues with various members of leadership on various teams. Provided training and support to Tier 1 and 2 contact center agents. Implemented and updated online chat.

Maitland, Florida, United States

• Worked with Implementation Team to configure benefit exchange platforms (Maestro Edge) for client benefit administration
• Worked in JIRA and Confluence to interpret, track and communicate project progress in real time
• Converted and modified client submitted graphic assets to comply with software requirements
• Used troubleshooting techniques to address issues reported by internal audit team and clients alike
• After only two months OTJ, created a spreadsheet tool to assist in configuring challenging interface elements; it was later adopted department-wide

Ocoee, Florida, United States

• Fielded daily calls from customers, addressing concerns regarding label performance with Rx30 pharmacy software.
• Oversaw the support efforts of three Label Technicians, including directing/correcting efforts and fielding escalated issues.
• Worked with a wide variety of printer types and models including Lexmark laser, Zebra thermal, Datamax thermal, and Okidata dot matrix.
• Coordinated with clients and third party printing company representatives to design media that worked effectively within software limitations while achieving client goals.
• Worked with printer languages to troubleshoot device issues including PCL (Printer Control Language), ZPL (Zebra Printer Language) and EPL (Eltron Programming Language). Diagnostic work was handled remotely via vpn.
• Worked with modern graphics software for both raster and vector graphics to create medication warning labels and client logo files.

Kissimmee, Florida, United States

• Facilitated client relations with C-level executives in a variety of targeted industries (Ex: Corporate Headquarters, Manufacturing, Software Development, etc.)
• Handled daily verbal and written communications with elected officials and senior level staff from local, state and federal government entities.
• Composed and distributed press releases to various media outlets at local and state levels.
• Researched, planned and designed marketing materials to enhance Osceola County's presentation as an ideal environment for targeted business.
• Planned, organized and executed themed events inside and outside trade shows for the purpose of recruiting outside investment into Osceola County.
• Maintained databases of statistical information, released annually in a statistical abstract that I wrote and designed.