YCY C
@yccn
5 years of software industry (SaaS)
CanadaWhat I'm looking for
With over five years of experience in customer experience for global SaaS and Fintech products, I specialize in navigating complex financial ecosystems and optimizing the merchant/user experience.
My career is defined by a data-driven approach: I thrive on turning intricate technical logs and customer feedback into actionable product improvements. Whether I am collaborating with Engineering or Product to resolve systemic bugs or streamlining compensation workflows, my goal is to drive operational excellence and reduce friction for the end-user.
Beyond the technical side, I am committed to personal growth and mindfulness. My practice in meditation and shadow work has developed my capacity for radical self-awareness and emotional intelligence. This allows me to remain grounded during crises, approach difficult interactions with genuine empathy, navigate the ambiguity of complex escalations with a clear and focused mind, and thrive within the ambiguity of fast-paced and ever-changing environments.
Experience
Work history, roles, and key accomplishments
SH- Manage end-to-end resolution for billing, tax, payment escalations, and chargeback mitigation strategies to ensure SLA adherence.
- Lead investigations into transaction and payout issues via analyzing logs and collaborating with Stripe, PayPal, Affirm.
- Partner with ENG and Product teams to investigate systemic bugs that accelerated technical fixes.
SH- Managed high-volume chat support by resolving complex merchant issues with data privacy.
- Conducted investigations across internal logs and tools to identify bugs, for seamless merchant experience and success.
- Coached merchants on self-serve paths and new features to drive business growth, translating complex product updates into actionable guidance.
Senior B2B Customer Operations Specialist
Forma
Jun 2021 - Jul 2022 (1 year 1 month)
Led the delivery of payroll reports, managed a team of part-time Claim Reviewers, and oversaw recruiting, guidelines, onboarding, and training. Managed enterprise accounts, contributed to feature testing, and partnered with Product, Customer Success, and ENG teams.
Senior Customer Operations Specialist
AlfredCamera
May 2020 - Jun 2021 (1 year 1 month)
Managed weekly support tickets, created user insights for UX improvements, and identified technical issues. Developed and implemented social media strategies, managed in-app copywriting, and localized Help Center articles.
Senior Customer Management
PosterSmith
Nov 2016 - May 2020 (3 years 6 months)
Acted as a dedicated customer rep, resolved order process, billing, and shipping issues. Streamlined workflow, including website troubleshooting and order process enhancement.
Project Support Intern
Microsoft
Jul 2011 - Jul 2012 (1 year)
Promoted and demonstrated products and strategies at technology exhibitions. Conducted phone calls to existing clients for up-selling opportunities.
Education
Degrees, certifications, and relevant coursework
Y hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
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