Christopher Rosa Email & Phone Number

Solon, Oh, Us

- Respond to inbound requests from all channels (phone, portal, e-case) within SLA in regard to specific issues with client data.- Identify, assess, and resolve all new and existing concerns within a case or multiple cases for a particular client.- Monitor, document, and manage the resolution process in a timely manner while effectively communicating the status of the case with the client to maintain a high degree of client satisfaction.- Assist in the creation and maintenance of user and procedural documentation.

San Francisco, California, Us

- Troubleshooting technical issues faced by autonomous vehicles and human passengers.- Maintaining a helpful and calm composure in simple or difficult situations alike, while always providing first-rate customer support.- Recognizing patterns and properly categorize support issues.- Aiding our fleet of driver-less vehicles in navigating their surroundings.- Writing up details of scenarios requiring additional support by the Engineering Team.- Quickly exercising a high degree of good judgment and independence- Thinking on my feet and handling situations which I may not have been specifically trained to address.- Completing ad hoc projects as needed.

Miami, Florida, Us

- Customer Support Live Chat and Phone/Zoom Support- Technical troubleshooting of software and workflows for users- Create new internal systems and processes for onboarding new teammates and refining existing workflows for the support team- Assisted users in creating and managing their day to day reporting and search strings for PR Workflows

San Diego, California, Us

- Customer Support via Email & Live Chat- Technical troubleshooting of software and workflowsEditing and updating both public and internal documentation- Leading team meetings and discussions about workflows- Develop strategies for success in newer representatives using performance plans and regular auditing- Create new internal systems for managing the increase in team size and delineating responsibilities throughout the team- Offered suggestions and worked with management on implementing regular changes to the internal culture, instilling better communication throughout the remote tools being used- Moderated live webinars answering and elaborating on questions from users- Assist in training newly onboarded team members and adjusting training outlines, as well as providing mentorship and follow-up on progress through shadow sessions and regular interactions.- Helped establish and solidify the Peer Support department hosting shadow sessions and Q&A sessions, mainly assisting newer representatives that struggle with learning processes and getting ingratiated in the workflows that we utilize.

San Diego, Ca, Us

- Customer Support via Email & Live Chat- Live Technical Support via phone calls- Live troubleshooting and debugging issues via remote sessions on user machines.- Live assistance in setting up integrations with other software that is compatible with ours, including imaging software and payment processing.- Procurement management and inventory supervision for all office supplies.

Vienna, Va, Us

- Answer calls, assign and manage jobs from creation to completion as a part of the Enterprise Ride-Share and eFleet pilot program.- Identify prospective opportunities to help the business grow and develop, then develop proposals for supervisors to follow up on.- Assist the training team in demonstrating portal operation to new hires, as well as explaining and showing how to control calls, and coaching of new representatives in first call etiquette with hands-on experience.- Assist with answering questions from new hires on the floor, and coach new representatives on missed opportunities to optimize case management.

San Diego, Ca, Us

Laid off due to budgetary constraints.

- Informed customers of product benefits and drawbacks to help the make an informed decision with all options present.- Managed inventory control for all product and optimized space for more efficient restocking procedures and easier location of items for customers.- Demonstrated and coach use or operation of merchandise or products to customers and team members.- Assisted in the training and demonstration of day to day procedures for a representative, as well as being an open point of contact for any questions.

Associate’S Degree, Administration Of Justice

Associate'S Degree, General Education - Human And Behavioral Sciences