Christopher Roan Email & Phone Number

Atlanta, Georgia, United States

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.

• 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

Atlanta, Georgia, United States

• 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

Greater Atlanta Area

• 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

Greater Atlanta Area

• 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

Greater Atlanta Area

• 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

Greater Atlanta Area

• 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

• 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%

Aarons, Inc

• 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