Christopher Cullen Email & Phone Number

• Leads a high-performing team of 13 enterprise-level client support agents, achieving a 10% increase in enterprise client retention through ticket process automation & churn risk identifiers
• Spearheads the onboarding of external hires, including the training of an additional team manager to foster quick team integration & product adoption
• Generates and manages key performance indicator (KPI) dashboards via Salesforce and Tableau to analyze trends across the Enterprise Client Success support team, resulting in a 10% lift in team productivity
• Strategically devises and implements innovative processes and workflows aimed at enhancing operational efficiency.
• Identifies automation opportunities to enhance collaboration and efficiency for internal and external stakeholders.

Stamford, CT

• Actively collaborates with internal sales partners on strategy and upsell opportunities for existing mid-market and enterprise client accounts
• Consistently builds and monitors Salesforce-based KPI dashboards to analyze campaign performance, with a focus on identifying areas of improvement based on available metrics
• Develops personalized strategies to resolve pain points and achieve long-term client retention based on the client's hiring needs
• Performs duties as a hiring manager to source and maintain a team of minimum 9 direct reports supporting small, mid-market, and enterprise-level clients

Stamford, CT

• Acted as the final point of contact to resolve campaign pain points impacting client ROI, and salvage long-term relationships with existing clients during escalated situations
• Decreased Indeed’s contact queue abandonment rate to less than 2% by piloting on-the-spot coaching techniques on client-facing teams, applying a focus on campaign strategy education and de-escalation procedures

Stamford, CT

• Successfully converted net-new Indeed users into spending accounts by educating prospective clients on Indeed’s product suite, regularly exceeding conversion KPI goals by more than 111% each quarter
• Coordinated a team-wide email marketing campaign that increased the Client Onboarding department-wide conversion rate by 20%
• Actively followed up with client stakeholders to ensure complete account satisfaction, identifying ad hoc process recommendations based on predetermined and emerging campaign goals

Newark, DE

• Interacted with customers on a daily basis to determine their rental needs
• Sold liability insurance and damage waivers to customers
• Organized the cleaning and projected maintenance of rental vehicles
• Verified with insurance companies the coverage’s of customers
• Coordinated with local businesses on their various short-term and long-term rental needs

Newark, DE

• Processed various applications in a fast paced environment
• Sorted and scanned applications in a timely and accurate manner
• Assisted in opening and sorting all incoming mail and applications
• Performed quality checks on incoming applications to verify their accuracy