Christopher French

Experience

• 

  BNY Mellon

  Jan 2011 - Aug 2013

  Call Center/Processing Rep

  Processing Representative• Assisted in managing daily workload distribution for 12 Processing Reps• Reported on queue volume and transaction type for senior management• Reviewed any escalated issues and determine the next course of actionCall Center Representative• Assisted in training a group of 28 Call Center Representatives• Member of Team responsible for creating training guidelines• Facilitated timely resolution of all escalated client concerns

• 

  OnProcess Technology

  Aug 2013 - Aug 2022

  Senior Customer Success Manager • Manage 10 programs driving results in all service areas, post sales service growing revenue in these accounts by 30% with 95% retention rate through 2020 pandemic• Conduct daily client calls, provide clients updates on email as required, develop on demand reporting with a 24 hour turnaround for better client visibility• Manage monthly forecasting with 98% accuracy annually • Manage cross functional teams to launch new programs, procedures, and implementing new internal/external systems• Develop and present all quarterly business reviews clients • In 2020 consistently working with client’s to reimagine current solutions to be effective during unforeseen circumstances • Provided 10 new project opportunities to Account Management, 6 were closed resulting in $1 million in new business in this fiscal year• Drove innovation and process improvements yielding improved client results while improving gross profit in excess of 15% Show less • Managed daily workload distribution for 5 Client Specialists • Facilitated implementation of new QC system and average handle time capture within programs managed • Conduct daily client calls, provide clients updates on email as required, develop on demand reporting with a 24 hour turnaround for better client visibility• Working with cross functional teams to design staffing requirements • Launched new programs and procedures • ID management • Created presentations for internal and external clients Show less

  • Senior Manager, Client Success

    Jun 2015 - Aug 2022

  • Manager, Delivery Services

    Jul 2014 - Jun 2015

  • Associate Manager, Delivery Services

    Jan 2014 - Jul 2014

  • Client Specialist

    Aug 2013 - Jan 2014
• 

  Wayfair

  Aug 2022 - now

  • Senior Strategic Account Manager - Advertising

    Aug 2023 - now

  • Strategic Account Manager - Advertising

    Aug 2022 - Aug 2023