Chris Grabo Email & Phone Number

Houston, Texas, United States

• Overseeing Customer Service operations for all WebPros brands located in the United States, Spain, Germany and Bulgaria
• Aligning and streamlining processes across multiple brands and teams including global integration into Zendesk
• Working closely with key partners in the Web Hosting industry to resolve longstanding issues
• Primary driver of fraud prevention efforts including successful efforts to recoup lost revenue due to copyright infringement

Houston, Texas

• Developing data-driven strategies to improve the customer experience and reduce churn through analysis of customer data
• Managed a team of 6 Customer Success Specialists focused on customer onboarding, retention, and identifying pain points in the customer journey
• Working with Support, Digital Marketing, Sales and Product Management to establish a unified approach to Customer Success
• Expanded Onboarding and Retention efforts to BPO partner contact centers in the Philippines and India
• Working with Enterprise Analytics groups to generate early and late-life churn statistics and develop strategies to prevent churn

Houston, Texas Area

Freelance photography around the Houston area. Photographing vehicles for luxury dealerships and events. Also available for corporate headshots, portraits, and more.

Houston, Texas

• Managing between 10-20 phone support agents at the Houston contact center for the Hostgator brand across multiple shifts including both day and night shift
• Utilizing coaching and evaluation methodologies such as Situational Leadership to outline a successful gameplan catered to each individual employee focused on improving their upward mobility within the company
• Handling support escalations that included troubleshooting email, cPanel, domains, hosting, sales, billing issues and other hosting related technology.

Houston, Texas Area

• Coaching inbound phone and chat support agents with a focus on improving call control, sales, retention, and general troubleshooting skills.
• Assisting with escalated issues such as troubleshooting email, cPanel, domains, hosting, sales, billing issues, and other hosting related technology
• Utilizing coaching and evaluation methodologies such as Situational Leadership to outline a successful gameplan catered to each individual employee

Houston, Texas

• Establishing relationships with small to medium businesses by developinga strategy for an effective web presence
• Determining client needs from multiple aspects including technical resources,design and marketing
• Inbound and outbound sales including phone and live chat
• Troubleshooting client issues (Apache, MySQL, PHP, cPanel, Plesk, andmultiple CMS)

Houston, Texas Area

• Troubleshooting client Hosting Packages, VPS and Dedicated Servers(CentOS/Windows Enterprise)
• Troubleshooting web software and technologies (Apache, MySQL,phpMyAdmin, cPanel/WHM)
• Resolving ticketed issues and escalating tickets to respective departments(GatorDesk Ticket System)
• Propriety server management software (gatorshell, rootWHM, MegaTool)

Houston, Texas Area

• Planned, setup and managed scheduled photoshoots with up to 6 apprenticephotographers
• Post processing for some photoshoots (Photoshop CS6, Lightroom 5, Darkroom)
• Handled in-house IT support and photo backups (6 workstations, 4-BaySynology NAS)
• Maintained all photography equipment (cameras, lights, stagingequipment) including in depth sensor and lens cleaning
• Indoor and outdoor photoshoots using both on camera speedlights andPhotogenic strobes

Houston, Texas Area

• First line of support for METRO’s access control system which consisted of48 sites
• Deployment of new rack server and removal of antiquated equipment
• Programming and installation of Access Control Systems
• Implementation of Panasonic IP pro cameras and corresponding NVR software
• Support for office network which consisted of 6 pc’s (Windows XP) and 1server (Windows 2003 x64) along with several testing modules, sensors andnetwork cameras
• Implementation of new access control infrastructure and IP camera system forserveral Houston based companies