Kelvin Chen Email & Phone Number

Vancouver, British Columbia, Canada

Job Level 7Owned $209Million in ARR. Scaled and led our Customer Success Team for our US West and Latin America Region!Impact:-Regional Lead for the US West & Latin America territories-Led a team that serviced a portfolio of over 3000 Enterprise clients ($5.8 Billion in GMV & $209 Million in Annual Recurring Billing) -Built and innovated the Global Emerging Shared Service Model with Senior Leadership servicing 10,000+ Plus Merchants through key initiatives (ie. Webinars, Tripwires, Proactive Reach outs) -Improved annual client retention from 80% to 92%-Regionalized the Global Scaled team into 5 Core Regional teams-Hired over 20 CSMs, 1 Program Manager and 1 CS Team Lead-Created a team culture of high trust, collaboration and support based on extremely positive Pulse results & anonymous 360 review-Managed change management through multiple restructures during time at Shopify (worked under 10 different leaders and led 40+ individual contributors) -Enhanced the CSM onboarding system by utilizing multiple buddies to support new hires-Worked collaboratively with Sales leadership to increase cross-sell opportunities to further drive revenue-Covered another team lead who was on Maternity leave through a secondment, taking charge of her large accounts team and leading through a major compensation model shift

Vancouver, Canada Area

Job Level 6 Built the programs that allow our Customer Success Teams to scale in a One-to-Many program to help thousands of Shopify Plus Merchants.Impact:-One of the founding team members for Scaled Customer Success (Digital CS) pilot-Conducted weekly strategic merchant audits and provided mentorship to peers -Led difficult conversations workshop for new hires -Project Lead for Self Drive Merchant Growth Model & Strategic Webinars-Worked with complex and high profile brands like Telfar and Blueland-Built and scaled tactics around churn mitigation (ie. pre-call checklists)

Job Level 5 I worked with Shopify Plus Clients managing a book of business valued at $300M in annual GMVI predominately worked with fashion, food, influencer/celebrity brands and D2C products. I specialized in Conversion/UX Optimization, Pop-ups, Influencer Marketing, and Flash SellingImpact:-Led an internal communication project that increased collaboration between support teams and merchant success teams-Led a team that worked through a security incident-Prevented churn of strategic brands like Patagonia and handled a portfolio of contract upgrade negotiations -Managed a book of business of notable brands including T-Mobile, Molekule, Zinus, Justin Bieber (Drew House), Will Smith, Patagonia and more.

Food company that specializes in authentic XinJiang Style food and other BBQ related products.We have been featured on several media outlets such as the New York Times, Vancouver Sun, The Province, CTV, Richmond Tourism, Samantha Brown and Bizarre foods with Andrew Zimmern. Under my management, we expanded the business to 4 locations in 2013. Due to COVID, I shut down all our locations for 2 years and re-pivoted the business in 2022.

Vancouver, Canada Area

Seed Round: 9Mile Labs - Cohort VI (Seattle)Talentful.ai helps technology companies make faster and more accurate decisions when hiring Software Developers and Engineers. We leverage Machine Learning to help you enrich, analyze, and prioritize your Developer talent pipeline. Talentful integrates with major Applicant Tracking Systems to help provide the deepest candidate recommendations. We pull code snippets and social content from candidates to extrapolate the most comprehensive and accurate insights available on the commercial market. Our social referral engine also allows you to utilize the network of your employees to hunt for top talent.

Vancouver, Canada Area

BuildDirect is an E-Commerce site that supplies building materials and home improvement products• Closed 2000+ Deals worth $1.6+ Million • Top Sales Rep in my department for October, November, December and March. • Awarded the “BEAST” award in the Sales team for consistent top sales and high NPS Score• Cumulative Customer Service Rating of 4.8/5 • Product & Installation expert in Laminate, Cork, Bamboo, Vinyl, Hardwood, and Tile. Also proficient in Decking, Stone Flooring, Mosaics and Countertops.

Served as the Graphic Designer for all Marketing Materials using Adobe Creative SuiteProject managed career networking eventsPosted/managed Co-op Jobs and organized candidates in ATS (Applicant Tracking System)

My role as a Marketing Intern was to engage the Vancouver market. Duties:• Acted as the Representative for Warner Bros. in the Vancouver Market• Developed long term relationships with various outlets for media exposure of films including Radio, Newspapers and Social Media. Secured over $25,000 worth of free ads as a result. • Conducted various promotions through the use of Guerrilla Marketing such as poster mobs• Ensured 20+ Movie Advance Screenings ran smoothly and liaised with media representatives• Developed Sponsorship skills while dealing with various event organizers• Conducted Street Promotions in large scale events• Project managed and coordinated large scale promotions such as: -- 20+ Movie Release Parties -- Dance Competitions (ie. Happy Feet 2)

• Assisted in the re-categorization of Work Breakdown Structure of Manufacturing Practices• Rebranded all internal documentation • Assisted with Commercial Shipping