Chris Raffle

Experience

• 

  Xtrasource

  Sept 1998 - Jan 2002

  Project Manager
• 

  Citizens Bank

  Nov 2004 - Jun 2007

  Online Banking Technical Specialist
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  SugarCRM

  Jul 2007 - Sept 2019

  Key results since 2012:- Increased department annual Net Promoter Score by 60+% (91.83 in 2019) and decreased time to resolution by 16% via maximizing operational processes, implementing customer-friendly policies, and coordinating technical and soft-skill training- Unified with the Customer Success team to deliver analytics highlighting customer trends to identify retention risks and successful user adoption to maximize revenue opportunities.- Strategically grew my department by 140% (55 employees) while never exceeding a 6% annual turnover rate- Absorbed business-critical responsibilities, including community management and knowledge management to emphasize a customer-focused experience through all potential support channels- Developed new service offerings, including developer and VIP support, to maximize value with business-critical customers and partners and ensure their long-term success- Collaborated cross-departmental efforts including Operations, Engineering, Product Management, Finance, and Marketing to validate release planning, strategy, and execution- Launched a new community platform and support site to focus on user experience, facilitate self-empowered solutions, and deflect support engagements thus minimizing costs necessary to scale our operations concurrently with a growing customer base - Launched new hosting service, Premium Cloud, in 2017 to deliver white-glove assistance for the company’s most valued customers- Coordinated successful conversion of our entire cloud-hosted customer base from our annual release model to a new quarterly release model in Fall 2017 enabling the company to deliver innovative features and platform updates on a predictable schedule- Adapted all processes and operations for SOC2 and GDPR compliance Show less

  • Vice President Of Customer Support

    Jun 2013 - Sept 2019

  • Senior Manager, Technical Support

    Dec 2010 - May 2013

  • Technical Support Supervisor

    Jan 2010 - Dec 2010

  • Technical Support Engineer

    Jul 2007 - Jan 2010
• 

  Upsert

  Oct 2019 - now

  Co-Founder

  We excel at creating fervent relationships between you and your customers by leveraging exhaustive collaboration and adaptable technologies. Our extensive CRM and business leadership experience enable us to deliver these results.