Grace L. Email & Phone Number

Vancouver, Bc, Ca

Vancouver, British Columbia, Canada

Currently acting as the technical account owner for my book of clients.- I meet with customers as needed to discuss Brex platform support/technical troubleshooting, new features/upgrades, and product feedback.- I proactively contact admins to mitigate potential account issues/identify improvements to negate pain points.- I track customer feedback patterns and look for opportunities for internal process improvements to improve user experience.- Recipient of the "Growth Mindset" recognition award- Project manager for our onboarding training program- Head trainer and coordinator for 8 new hires on my team

Vancouver, British Columbia, Canada

Acted as the primary point of contact between high-priority VB clients and internal departments, while assisting with inquiries and pain points on a daily basis in collaboration with Brex’s Relationship Managers and CSMs.- Consistently a high productivity performer, maintaining a top 5 leaderboard spot for CX metrics- #1 in positive CSAT reviews for September 2022, and on the top 5 leaderboard for November 2022

Vancouver, British Columbia, Canada

Acted as a point of contact between clients and internal departments, while assisting with technical/platform inquiries on a daily basis across live channels - Recipient of "Inspire Customer Love" recognition award, CX Spotlight, and chosen as CX "Dream Big" ambassador- Worked to help streamline internal knowledge databases and customer-facing articles by writing and editing copy

Vancouver, British Columbia, Canada

- Designed and implemented various marketing strategies which generated over $27,000 in sales- In 3 months, cultivated an engaged following of over 11,000 people across Instagram and Facebook platforms while maintaining an engagement rate of 7% compared to the industry benchmark of 2%- Coordinated the shipment of over 375 orders, cooperating closely with our manufacturers and warehouses to ensure a high success rate in deliveries throughout global lockdown with minimal delays- Point of contact for all customer inquiries through email, messaging, and social media platforms.