curriculum vitae

Beck Chan

Work Experience

ValidMind, Inc

Took features from design to complete release supported by storytelling alongside software engineers in GitHub.
Improved documentation and training through quality auditing and comprehensive redesigns using Quarto.
Authored 53% of user guidance content, including Jupyter Notebook samples for models and agentic systems.
Bridged gap between product design and user experience, verifying feature functionality and applying bug fixes.
Contributed to CI/CD infrastructure, open-source code libraries and software frontend built on TypeScript.
Designed, standardized, and implemented processes built to scale to close gaps and reduce team workload.
Spearheaded the implementation of an extensible custom Zendesk solution.

SaaSquatch by impact.com

Executed migration of evolving support processes to Freshdesk, resulting in a team 100% CSAT satisfaction rate.
Pioneered comprehensive reporting solutions, maintaining systematic report history to identify long-term trends.
Created exhaustive documentation, feedback metrics, and learning curriculums to onboard and train new agents.
Empowered users to understand and maximize the use of products by auditing and overhauling documentation.

SaaSquatch by impact.com

Designed and led solo migration of support processes to Zendesk built to scale, increasing efficiency by 74%.
Managed team escalations from complex technical cases, ensuring delivery of solutions to customers.
Proactively identified opportunities for customer growth and product improvements during ticket management.
Provided advanced technical support for web and mobile SDKs built on JavaScript, REST API, and GraphQL.

SaaSquatch by impact.com

Streamlined workload by 51% through improvement of implementation processes and onboarding strategies.
Proactively created and maintained public documentation, focusing on accuracy, accessibility, and extensibility.
Produced tangible results for customers by collaborating cross-functionally to deliver custom features.
Designed and executed solutions for custom JavaScript, REST API, and GraphQL software installations.

Develus Systems Inc. for Complia Health

Led creation of a knowledge base to empower team members with extensive training and reference materials.
Created a mentorship and feedback program, strengthening team cohesion.
Triaged, escalated, and owned resolution of product bugs for custom installations using Zendesk.

AbeBooks.com, Amazon subsidiary

Exceeded target metric expectations at 160% while providing technical support in a fast-paced call center.
Initiated improvements to best practices and processes, including documentation for team knowledge base.

Hudson’s Bay Optical

Multitasked in a fast-paced sales environment to administer and facilitate the sale of prescription glasses.
Managed patient charts, sales reports, office inventory and stock orders.

Inner Harbour Optometry

Managed confidential medical charts while performing optometric testing and customer support.
Improved patient re-call system to increase business revenue.

Sylvan Learning, Inc.

Coached and assisted students on the classroom floor and in 1-on-1 lessons.
Created lesson plans and personalized curriculums tailored to individual student needs.

Technical Writing

Software Development

Solutions Architecture & Implementation

Support Engineering & Lifecycle Automation

Project Management

Integrations

Intro to Front-End with JavaScript

cum laude

Bachelor of Arts, English Literature & Japanese Studies