Jessica Liu Email & Phone Number

Canada

Canada

Toronto, Ontario, Canada

Toronto, 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.

Toronto, Ontario, Canada

Toronto, 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.

Toronto, Ontario, Canada

Toronto, 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.

Toronto, 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.

Toronto, 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.

Toronto, 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.

Toronto, 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.