Employee Spotlight: Brenda Chan (Customer Support Level 2)

In this Spotlight Series blog, we learn all about Brenda Chan, currently working at Customer Support Level 2 as part of the Customer Success team.

Brenda has been at Process Street for over two years and is the epitome of a process pro! Her love for processes is evident in everything she does, and she enjoys testing and improving processes daily.

Brenda is not only a foodie with a passion for TV and film but has been learning Spanish for nearly a year.

We’re fortunate to have her as part of our team, where her expertise and enthusiasm continue to shine, making our customer support experience top-notch.

Keep reading to learn more about Brenda!

About Brenda Chan, Customer Support at Process Street

Name three words that describe you.

Oof! This is tough… Initiative. Problem-solver. Detailed.

What do you do in your spare time?

Watching series or movies.

Listening to music.

Playing computer games.

Doomscrolling on Instagram.

Googling stuff that randomly pops up in my head.

Gardening (or at least I try not to kill my plants!).

And cooking for my family! I learnt to make a tasty spiced risotto with sea bass and clam during our company trip in Porto, Portugal. I made it for my family and they really enjoyed it!

Image of Brenda Chan with the Process Street team

Chef Victor briefing us during the cooking class – Tony, Ellie and I were obviously distracted with something else!

How do you start your morning?

I start my morning with Duolingo! I am currently learning Spanish and only 100+ days away from my 365-day streak.

I work a little before having my breakfast a couple of hours later.

What is an interesting/fun fact that most people don’t know about you?

I studied Food Science & Technology!

About Brenda’s professional experience

Give us a high level on your professional background prior to Process Street.

After graduation, I got into Product Development & QA. It was for a local manufacturing company. I got to mix a bunch of spices and herbs together, eat snacks, and drink soup almost every day! Yum!

I then transferred to a different role in QA, QC, and Production. This is where my process-life kind of started. I managed the company’s quality management systems, managed process documents, lead audits, and more.

I then decided this wasn’t the industry path I wanted to be on. I took a leap of faith, which was the best decision ever!

I got a job in customer service at a property management app company. Then, I was a customer success executive at a POS system company. I transitioned to a team lead for various sub-teams before my last role as a training specialist.

I am grateful that I gained all these skills, knowledge, and experience. Without them, I wouldn’t be where I am today – working at Process Street!

Important moments, catalysts, turning points in your career?

I got into a routine, and I felt like my career was stagnant at that time. I wanted a change and to improve my skills.

I decided to look at roles that were more customer-facing but not necessarily sales positions.

That’s how I started in customer service. Then, with time, I progressed to customer success.

In my past work experience, I always had an interest in processes and problem-solving. So I’m very happy that I came across Process Street!

Brenda’s role at Process Street

How long have you been at Process Street?

I started in July 2021, it’s been over 2 years now!

What is your role at Process Street? What does a typical day look like?

My work is kind of a hybrid between a Customer Support Level 2 and a Customer Success Manager.

I give most of my love to customers in the APAC region.

I am located on the opposite side of the world compared to most of my teammates. So, communicating asynchronously is important.

I start my day reading Slack messages and updating myself on anything I need to know.

I am part of a customer’s lifecycle from start to end, so my day can include various activities.

Depending on the schedule, I have demos, consultations, onboarding, support, or review calls.

I answer questions and customer inquiries and troubleshoot or resolve customer issues. I also build processes, automate, test, and break things to see how they can be improved.

What’s your secret to achieving success in your role?

Be curious and proactive. Don’t wait for people to tell you what to do.
If you can’t find the answer you’re looking for, don’t be afraid to ask.
Challenge yourself. You won’t know what your limits are until you try.

What are you working on that you are most excited about?

At the moment, I’m building a custom report using Process Street’s webhook and API integration. This is an alternative solution for customers who do not use our BI Data Source but still want a live custom report. It’s difficult, but I’m getting there!

What do you think are the best skills that you bring to your job?

I’d say my detailed and problem-solving skills. Sometimes, I see things that others might have missed, and I have to find a solution to a problem.

On being part of the Process Street team

I travelled to the UK in 2022 where I was able both work and enjoy some amazing views. Here on the Isle of Skye.

What do you like most about working at Process Street?

Being part of a team with smart and driven individuals!

Everyone is always contributing and supportive.

Many of us at Process Street love processes and love being part of a team that designs something aimed to help others manage their processes well.

How would you describe our culture to candidates or other people who inquire?

Transparent
Driven
Innovative

What does it take to be successful at a company like Process Street?

Everything I’ve mentioned above!

Be initiative and proactive. Be curious. Be a problem-solver. Don’t be afraid to ask or learn. Challenge and continuously improve yourself. Be driven.

You will see others progressing well in their teams and even taking up new roles in the company!

Other random Qs

What career advice would you give to your younger self when you were starting out in your career?

Haha! Instead of career advice, I wished I could give my younger self a bit of study advice, which is to go into tech or business.

Otherwise, I wouldn’t change anything in my career. I always believe everything happens for a reason. I wouldn’t be here today if it weren’t for everything that has happened.

If you won the lottery, what would you do with the money?

Hmmm… It depends on how much I’d get after tax was deducted.

I would save most of it or pay off my mortgage. Then, I would love to have the ability to travel and work remotely as long as I can.

I was fortunate enough to experience a two-week travel and work around the UK back in December 2022. Would love to do more of this in the future!

What’s the last book you read?

Does a cookbook count? I was looking for recipes that I could meal prep for my week’s lunch.

What’s your favorite binge-worthy show?

Oooooo! I have too many! Brooklyn 99, Friends, Big Bang Theory, Modern Family, and The Good Place, to name a few! I am currently watching Schitt’s Creek and Game of Thrones.