Brooke Williams

Observer
DISC Type : ci

Senior Customer Experience - Escalations, Pay & Integrations at 7shifts

Vancouver, British Columbia, Canada

Overview

Brooke is a Senior Customer Experience specialist at 7shifts, focusing on escalations, payments, and integrations. She has progressed through several roles within the company, building expertise in SaaS, B2B support, and churn management. Brooke holds a UX Design Diploma from BrainStation, complementing her technical skills with a creative, user-centric approach.

Her background includes creative pursuits as a commercial interior decorator and floral designer, demonstrating an eye for design and aesthetics. Brooke is also passionate about supporting female entrepreneurs, highlighted by her involvement in a research project to understand the experiences of self-employed women.

Unique Fact: She successfully transitioned her career from creative floral and interior design to the technical SaaS industry.

Personality Overview

Example Seeker

Assertive

Value Driven

They can sound friendly and charming but can quickly change gears to become inquisitive and probing.  They are generally good communicators and can be hard to convince. They often ask many questions and rely heavily on information and documentation.

Topics They Care About

SaaS Customer Success
Her roles at 7shifts have focused on the full customer lifecycle, including support, billing, retention, upselling, product adoption, and churn management.
User Experience
Holds a diploma in UX Design and certifications in UX Research and Journey Mapping, indicating a professional interest in user-centric problem-solving.
Female Entrepreneurship
Actively sought to survey and understand the experiences of self-employed women for a research project with Resurgo. co.

Media Appearances

Brooke has no verified media appearances

Work History

4-2026
Senior Customer Experience - Escalations, Pay & Integrations at 7shifts
5-2023
Account Specialist - Billing & Retention at 7shifts
4-2022 - 5-2023
Product Support Specialist at 7shifts
8-2021 - 8-2022
Food and Beverage Server & Bartender at Vis a Vis Wine + Charcuterie Bar
5-2021 - 7-2021
User Experience Designer at resurgo technologies

Education

2021 - 2021
UX Design Diploma from BrainStation
2016 - 2018
Diploma from Thompson Rivers University

More Information

Social Presence :

Prographics :

Exp : 14 Location : Vancouver, British Columbia, Canada Job Level : Junior Designation : Senior Customer Experience - Escalations, Pay & Integrations at 7shifts
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Insights For Selling To Brooke

During A Call Or A Meeting

DO's

  • Use phrases like ‘clear proof that’, ‘data shows’ etc.
  • Persuade objectively how your product will help them achieve their goals
  • Ask them questions to understand their needs better while staying affable

DONT's

  • Avoid making offhand commitments
  • Don’t rely excessively on your relationship with them to win the deal
  • Don’t brush off any concerns, take all questions seriously

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Brooke is

  • Clear proof of product value matters to them, followed by others' testimonials and rapport.
  • Will you ever get a clear answer from Brooke

  • They are practical and friendly, don't expect a clear-cut response often.

Insights For Deal Planning

    How fast (or slow) will Brooke move?

  • They like to perform full analysis and can take time to make any decision.
  • Can Brooke take some risk or not?

  • They systematically evaluate all decisions and are unlikely to take many risks.

You And Brooke

Personality Compatibility


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