Ace Lee Email & Phone Number

Vancouver, Bc, Ca

Vancouver, British Columbia, Canada

Process Development & Optimization: Lead efforts to design, improve, and streamline business processes for greater efficiency and scalability.Training Program Design & Delivery: Develop and implement effective training programs that address company needs and improve employee performance.Training Materials Creation: Develop clear, engaging, and effective training materials that support employee learning and skill development across various formats.Process Creation & Change Management: Lead change initiatives to ensure smooth adoption of new processes and training programs across the organization.Reporting & Continuous Improvement: Drive ongoing enhancements to processes and systems, fostering a culture of innovation and efficiency across the organization.Data Analysis & Reporting: Monitor key performance metrics to assess the impact of processes and training programs, making data-driven decisions.

Vancouver, British Columbia, Canada

Strategic Leadership: Designs and implements customer success strategies aligned with the company’s objectives, focusing on delivering exceptional results and enhancing client retention.Team Development: Manages and inspires a high-performing Customer Success team by setting clear goals, providing support, and fostering professional growth.Customer Advocacy: Acts as the clients' champion within the organization, ensuring their feedback drives continuous improvements in products and services.Change Management: Leads change management initiatives to effectively navigate and implement new processes, minimizing disruptions for clients and team members while ensuring smooth transitions.Help Center Creation: Spearheads the development of a comprehensive Help Center, streamlining support and information access to improve client and candidate experiences, reduce response times, and enhance self-service options.Account Management: Oversees key client relationships, proactively addressing challenges and identifying opportunities to deepen engagement and drive growth.Data-Driven Insights: Utilizes analytics and feedback to monitor performance metrics, uncover trends, and inform strategic initiatives that enhance the customer journey.Cross-Functional Collaboration: Works closely with Sales, Product, and Support teams to ensure a cohesive approach to customer success and advocates for enhancements based on client insights.

Vancouver, British Columbia, Canada

Manchester, England, United Kingdom

Dispute Resolution: Effectively managed and resolved intricate billing disputes, working closely with customers, internal departments, and external entities to achieve satisfactory outcomes.Process Optimization: Analyzed existing billing procedures to identify inefficiencies, implemented process improvements, and reduced the frequency of disputes.Mathematical Accuracy: Applied advanced mathematical and calculation skills to ensure precision in billing and dispute resolution, identifying discrepancies and ensuring accurate adjustments.Customer Relations: Handled escalated customer interactions with professionalism, ensuring a positive resolution and high levels of customer satisfaction.Reporting: Compiled and presented detailed reports on dispute resolutions, trends, and team performance to senior management, providing actionable insights and recommendations.Compliance: Ensured adherence to regulatory requirements and company policies in all billing practices and dispute resolutions.

Vancouver, British Columbia, Canada

One of the largest telecommunications companies in Canada, managed a team of 70+ customer service agents dealing with escalated scenarios and customer complaints, mentoring their decision making and holding them accountable to KPI’s.● In-depth knowledge of the governing bodies for Canadian telecommunications companies to ensure daily compliance.● Daily mentor coaching to identify opportunities and empower direct reports.● Able to balance the needs and values of a close team and the business KPI’s expected of them.

Vancouver, British Columbia, Canada

Managed a group of onboarded representatives during their first 100 days at the company, learning recruitment and facilitation techniques to fill the right candidates for the role and guide them to continued tenure and success.● Conducted interviews with prospective applicants and facilitated training, building my own learning materials.● Maintained a turnover rate of less than 8% per training class.

Vancouver, British Columbia, Canada

Was responsible for communicating daily correspondents of company changes and events to a staff group of over 300+ employees, creating exciting graphics and engaging content that would maximize readership and information retention.● Took corporate communications and reformatted it to engage with our vastly younger staff.● Increased readership of the daily blog by 75% after utilizing corporate social media and relevant graphics.● Personally rebranded the visuals of the blog using Photoshop suite.

Vancouver, British Columbia, Canada

Vancouver, British Columbia, Canada

Vancouver, British Columbia, Canada

Through the business Hype Life Films, a collaboration between myself andfive other colleagues, created original television programming that airedon Novus Television. Acted as host and script-writers of the program, which featured andhighlighted eateries in Vancouver.