Chris Z. Email & Phone Number

San Francisco, Ca, Us

New York, United States

New York, United States

At Madhive, we take great pride in our ability to assist our clients in not only achieving but also surpassing their OTT goals by utilizing our state-of-the-art white-label platform. Our extensive experience working with a wide range of clients, including small businesses, agencies, and station groups, allows us to provide comprehensive and tailored support in every aspect of their OTT journey. As a dedicated member of the Customer Success team, my role goes beyond just managing a portfolio of clients. I am also responsible for equipping our customer-facing teams with top-notch training, meticulously crafted playbooks, and streamlined workflows to ensure that they are well-equipped to provide the highest level of service to our valued clients. Additionally, we believe in the power of data-driven decision making, which is why we leverage data to continuously optimize campaigns and drive towards achieving our clients' key performance indicators (KPIs). By constantly refining our strategies and staying ahead of industry trends, we are able to deliver exceptional results that truly make a difference for our clients.

San Francisco Bay Area

- Constructed an automated one-to-many process (AI chatbots, FAQ, Help Center) that was customer-centric which enhanced areas of critical engagement leading to first-contact resolution rates rising from 62% to 84%- Analyzed customer journey data to identify underperforming touchpoints, then developed and implemented new strategies that increased customer TTL by ~30%, resulting in a 10% increase in overall revenue for new clients- Reduced my clients' costs by around ~30% by minimizing the number of SaaS products they used, I achieved this by consolidating their tech stack and streamlining their workflow with the use of APIs and product features- Engaged with premier customers through the delivery of Salesforce Accelerators which are targeted engagements designed to increase product awareness, drive industry best practices, and provide transformational recommendations

San Francisco Bay Area

- Increased new wine club membership sign-ups by 22% by simplifying the in-person/online sign-up process, and leveraged automatic payments to auto-renew memberships, which increased renewals by an impressive ~60%- Optimized email marketing themes to promote trending products, strengthen brand awareness, produce website leads, and boost user engagement; as a result, online store sales rose by 48% and in-store sales experienced a 14% growth- Modernized the e-commerce store to enhance SEO visibility by improving, user navigation, and updating content using metadata, this increased monthly sales by ~$15k a month and website traffic increased +11% MOM

San Francisco, California

- Executed a member sign-up/renewal initiative program that empowered employees to upsell products and services which resulted in 12% more spend from members and enhanced the customer experience from check-in to check-out- Devised cost-effective operating procedures for the Food & Beverage department by creating in-house products, saving the hotel +$20k annually, and having more control over the quality of products- Coached and managed my team to ensure consistent on-brand communication and excellent service were upheld, taking corrective measures with underperforming team members, resulting in a 28% improvement in key metrics- Enhanced the UX/UI design of our In-Room Dining Tablet to highlight Food & Beverage specials and promote guest experience packages, resulting in a revenue increase of 33% for my department

San Francisco Bay Area