Jessica Liu work email
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Jessica Liu personal email
👋 Hi, my name is Jess! I’m based in Toronto, Canada. I’m a passionate customer & technical support professional with a combined 8+ years of experience working in retail, tech, and SaaS. 💡 I’m driven by a genuine desire to help people; finding fulfillment in creating solutions and positive experiences for clients. My goal is to maximize customer retention and product loyalty by building strong relationships and ensuring clients are supported. Let's chat!
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Team Lead, Customer OnboardingFacilityosCanada -
Customer Onboarding LeadIlobby® Facility & Visitor Management Aug 2024 - PresentToronto, Ontario, Canada -
Customer Onboarding SpecialistIlobby® Facility & Visitor Management Aug 2023 - Sep 2024Toronto, Ontario, Canada- Responsible for managing high-touch onboarding's: organizing hardware deployment, customization of client account setups, and conducting personalized 1:1 sessions for our most esteemed customers.- Consistently manage a diverse portfolio of customer accounts ranging in complexity; efficiently handling a high volume of concurrent accounts to drive successful onboardings to adoption and foster retention. - Play a key role in converting hardware trials to permanent solutions and growing customer accounts by delivering thorough onboardings and exceptional customer support.- Spearheaded the implementation of transferring the responsibility of product training sessions from CSM's to Onboarding; facilitating VisitorOS and EmergencyOS trainings via 1:1 and webinar formats. - Create user guide documentation through video format for training & knowledge base resources.
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Retail ConsultantAesop Feb 2023 - Aug 2023Toronto, Ontario, Canada -
Senior Support SpecialistFreshbooks Nov 2022 - Dec 2022Toronto, Ontario, Canada- Exceeded individual KPI’s and assisted nearly 2,000 customers within the last 6 month review period while maintaining a 95% average score for quality metrics (NPS and Quality Checks). - First Support Specialist to be promoted to Senior within a year. - Assist with onboarding and training new hires for several weeks. -
Support Specialist IiFreshbooks May 2022 - Oct 2022Toronto, Ontario, Canada
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Support SpecialistFreshbooks Sep 2021 - Apr 2022Toronto, Ontario, Canada- Provide accurate, fast and personalized support and communication to FreshBooks users. - Reproduce and document technical issues for Product teams to support quicker resolutions. - Solve user issues through expertise in relevant product areas and by learning to troubleshoot a diverse range of issues. - Collaborate with other departments across FreshBooks to streamline the support process.- Consistently maintain and achieve department metrics for quality assurance.- Tools: Zendesk, TalkDesk, JIRA and G Suite.
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Technical SpecialistApple Jan 2021 - Sep 2021Toronto, Ontario, Canada- Provide hands-on technical support and resolutions for customers with iOS, iPadOS, and WatchOS devices. - Ability to perform at a high level and deliver leading results in a fast-paced environment. - Consistently performed in the top percentile of mobile technicians with an effective pace, low session duration and exceptional NPS rating. -
Genius AdministratorApple Mar 2019 - Dec 2020Toronto, Ontario, Canada- Audited and managed in-store customer repairs and liaised with vendor service centers to meet SLA. - Collaborate daily with Genius Bar team members and management to discuss and execute quality performance and results. - Managed daily scheduling of Genius Bar team and planned critical repairs accordingly. - Received and organized daily service shipments and inventory.
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Operations SpecialistApple Aug 2018 - Feb 2019Toronto, Ontario, Canada- Responsible for auditing and organizing the store's inventory (i.e products, parts, tools, supplies). - Ability to work fast and efficiently to receive over 200+ pieces of shipment daily with a high level of attention to detail.
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Sales SpecialistApple Jul 2017 - Aug 2018Toronto, Ontario, Canada- Create energy and excitement around products and features in a busy environment.- Deliver exceptional customer service.- Highly skilled at uncovering customers' needs and delivered personalized solutions.
Jessica Liu Education Details
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English Literature
Frequently Asked Questions about Jessica Liu
What company does Jessica Liu work for?
Jessica Liu works for Facilityos
What is Jessica Liu's role at the current company?
Jessica Liu's current role is Team Lead, Customer Onboarding.
What is Jessica Liu's email address?
Jessica Liu's email address is je****@****ple.com
What schools did Jessica Liu attend?
Jessica Liu attended York University.
Not the Jessica Liu you were looking for?
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1ontario.ca -
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Jessica L.
Cross-Functional Event & Project Management Professional | Background In Women Startup & Entrepreneurship,Event Marketing, And Hr Processes Optimization.Winnipeg, Mb -
1bell.ca -
Jessica Liu
Toronto, On6hotmail.com, gmail.com, aol.com, email.com, gmail.com, microsoft.com
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