Christopher Roan

Experience

• 

  The Aaron's Company, Inc.

  Feb 2009 - May 2013

  ● Oversaw the daily operations of the contact center through effective leadership of a team of 16 analysts● Successfully reduced abandoned rate by 4% in just 30 days by implementing improvements in call flow, escalation, and follow-up procedures ● Led cross-functional collaboration with developers to optimize support strategy for successful deployment and management of a new POS system across 2,000+ retail and franchise locations, reducing disruptions by 30%● Developed and implemented a mentorship program for Application Support team, resulting in enhanced skills and knowledge transfer, leading to a 25% increase in issue resolution rates ● Managed warehouse sales and delivery teams● Utilized financial data to drive decision-making processes and implement cost-saving initiatives, resulting in a 15% decrease in operating expenses

  • Technical Support Supervisor

    Nov 2012 - May 2013

  • Application Support Analyst

    Mar 2010 - Nov 2012

  • Assistant Manager; Aaron’s Office Furniture Division

    Feb 2009 - Mar 2010
• 

  Apple

  Aug 2013 - Sept 2014

  Mac OS X & iOS Technical Support Analyst

  ● Streamlined complex technical challenges for users of varied backgrounds, resulting in a 20% increase in user comprehension● Delivered exceptional results by consistently outperforming metrics across team and organization leaderboards by an average of 15%

• 

  HubLogix

  Sept 2014 - Oct 2015

  Director; Customer Support

  ● Oversaw support team and strategy optimization, decreasing overall backlog by 62% from 73 issues to 28 issues within a span of 4 months● Designed and implemented ZenDesk for the Customer Support and Product teams● Slashed average resolution time by 78%, dropping it from 9 days to 2 days● Played a key role in operational efficiency improvement by partnering with Product team to address systemic issues and reduce support cases

• 

  Atcore Systems

  Dec 2015 - Nov 2017

  Operations Manager

  ● Implemented new customer support protocols, resulting in a 20% increase in post-implementation customer satisfaction● Implemented and administered SugarCRM and HubSpot for clients as a professional service● Led growth initiatives for key accounts, increasing enterprise license renewals by more than 30%● Administered in-house SugarCRM

• 

  Curo

  Jul 2018 - Mar 2019

  Director of Customer Success

  ● Championed initiatives with Product team, leading to a cost reduction of $120,000 per year for strategic accounts● Implemented proactive account management strategy to drive growth and enhance satisfaction for diverse accounts● Identified and prioritized at-risk accounts, implementing customized action plans to address customer pain points and ensure long-term success● Created and distributed feature release notes and videos to ensure customer awareness and engagement● Created and maintained learning management system via Udemy to certify customers' and their end users on the product Show less

• 

  Vonage

  Jun 2019 - Jan 2020

  Senior Customer Success Manager; Enterprise Accounts

  ● Collaborated with cross-functional teams to develop innovative de-escalation tactics, leading to a 25% decrease in customer complaints● Collaborated with customers to drive successful adoption of solutions, resulting in a 20% increase in user engagement.● Crafted and implemented success plans focusing on customer outcomes, resulting in 20% increase in customer satisfaction● Cultivated executive relationships to expand customer footprint and drive growth initiatives, resulting in 25% increase in revenue Show less

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  CharterUP

  Jan 2020 - Mar 2024

  ● Drove substantial revenue growth as the top revenue generator, securing over $3,500,000 in bookings from July to December 2023● Planned and implemented HubSpot for the Enterprise and Mid-Market sales teams● Provided leadership with delivered and adhoc reporting of account executives’ activities pertaining to pipeline progression, funnel metrics, and sales forecasting ● Led significant business growth by successfully closing a $1,600,000 contract with a Fortune 50 organization, achieving the top deal value for the MME team in 2023● Demonstrated leadership by managing the highest number of prospects and qualified opportunities in the Salesforce pipeline throughout 2023, leading the team Show less ● Led a rapid 400% growth in the supply-side network, scaling from 75 to over 420 suppliers in just one year, allowing CharterUP to realize its goal of transitioning from being a broker to becoming a true marketplace● Provided reporting of Sales activities and goals● Developed and implemented data-driven supply-side strategies, SOPs, and tools boosting supplier retention and adoption rates● Drove successful implementation of a new booking system among supplier network, driving ‘booked-trip conversions’ from 0% to 70% of the business’s booked revenue in 2022● Created and oversaw network compliance to performance guidelines, metrics, and operational standards for optimized operations Show less

  • Mid-Market Account Executive

    Jul 2023 - Mar 2024

  • Director of Partner Success

    Jan 2020 - Jul 2023
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  GotPhoto.com | fotograf.de

  Jun 2024 - now

  Revenue Operations Manager

  Fotograf.de | GotPhoto.com is committed to making photographers' businesses more profitable while making their lives easier. We offer a comprehensive workflow and e-commerce platform that empowers photographers to digitize and automate crucial operations - from managing photos to processing payments and fulfilling orders, all in one place.