Ace Lee

Experience

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  604NomNom

  Jan 2012 - Jan 2015

  Television Host

  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.

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  BCLC

  Jan 2014 - Jan 2015

  Lottery Associate
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  Rogers Communications

  Jan 2015 - Jul 2019

  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. Show less 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. Show less

  • Escalation Manager

    Jan 2019 - Jul 2019

  • Customer Retention Manager

    Jan 2017 - Jan 2019

  • Communications Coordinator

    Jan 2017 - Jan 2019

  • Customer Service Representative

    Jan 2015 - Jan 2017
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  Verastar

  Aug 2019 - Jul 2021

  Manager of Billing Disputes

  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. Show less

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  Prevue HR

  Oct 2021 - now

  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. Show less 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. Show less

  • Head of Process and Training

    Sept 2024 - now

  • Director of Customer Success

    Mar 2022 - now

  • Customer Success Manager

    Oct 2021 - Mar 2022