Google Workspace
Bianca Brache
Technical Support Excellence | Content Strategy | SEO, Social Media And Project Management Consultant | Passionate About DEI, Mental Health & Saving The Earth
Cape Town
Summary
I’m a results-driven, people-focused leader passionate about working with purpose-led organisations to drive meaningful, lasting change. With a background in customer service, mentorship, knowledge sharing, and operational efficiency, I help individuals and teams thrive through inclusive, sustainable, and innovative practices.
As the founder of B & B Impact Consulting, I deliver tailored strategies in content, SEO, social media, e-commerce, project management, and customer experience—aligning every solution with business goals and client needs.
Grounded in values of DEI, mental health advocacy, and environmental sustainability, I bring a mission-driven approach to every project—unlocking potential, enabling growth, and driving measurable impact.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Founder
B & B Impact Consulting
Cape Town
05.2024 - Current
- Established and lead a consultancy offering tailored solutions in content strategy, SEO, social media, e-commerce strategy, project management, DEI initiatives, competitor analysis, and customer experience consulting.
- Implement a staggered growth strategy to expand services and empower others, including onboarding consultants to monetise their skills and broaden the firm's impact.
- Craft impactful customer experiences by designing innovative strategies that enhance customer satisfaction and retention.
- Optimise standard operating procedures (SOPs) to drive operational efficiency and improve service delivery for clients.
- Collaborate with emerging talent by initiating a university-based app development project, providing a starter platform with shared ownership opportunities.
- Conduct in-depth competitor and market analyses to help clients identify opportunities and achieve competitive advantage.
- Lay the groundwork for transitioning into a registered Professional Employer Organisation (PEO), focusing on outsourcing solutions for client needs.
- Build and maintain strong client relationships, serving as a trusted partner in their journey toward long-term success.
- Collaborate with businesses committed to sustainability and growth, empowering individuals and organisations to achieve lasting success.
- Established a successful business by identifying market needs and developing innovative solutions.
Chief Digital Officer (CDO), Chief Technology Officer (CTO), and Co-Founder
Global Flooring Solutions SA
Cape Town
07.2023 - 06.2025
- Lead the digital and technological strategy to ensure seamless communication and operational efficiency across the business.
- Oversee client communication to ensure a positive and professional experience, enhancing front-end and back-end processes.
- Manage supplier relationships, including purchase orders, payment processing, and partnership maintenance.
- Handle accounting and payroll functions, including supplier payments, payroll management, invoicing, and collections.
- Develop accurate estimates and streamline invoicing processes for transparency and efficiency.
- Design, develop, and maintain the company website and manage social media presence to enhance the digital footprint.
- Utilise graphic and web design skills to create compelling digital content, ensuring a modern and user-friendly online presence.
- Foster innovation and cohesion in the flooring industry by combining excellent customer service, operational efficiency, and cutting-edge digital strategies.
- Implemented agile methodologies to improve project delivery times and overall team performance.
Support Coordinator
GVI
Cape Town
08.2024 - 04.2025
- Provide comprehensive 360-degree support to GVI participants, ensuring a positive and seamless experience through professional communication and efficient issue resolution.
- Manage participant payments, schedules, and reminders, ensuring overdue payments are addressed promptly and accurately.
- Maintain and update Salesforce records, including participant extensions, transfers, and cancellations, ensuring timely completion of daily tasks to minimise overdue items.
- Facilitate the submission of all required program documentation, send pre-departure materials, and organise webinars with participants, parents, and in-country teams to ensure readiness for their programs.
- Deliver expectation management webinars to participants and parents, fostering transparency and alignment on program details and requirements.
- Coordinate with sales and in-country teams to ensure accurate, up-to-date participant documentation and itineraries, streamlining pre-departure processes.
- Send regular reports to field teams with participant information, fostering seamless communication and operational alignment.
Implementation Consultant
Syncro
Cape Town
10.2022 - 11.2023
- Company Overview: US-Remote
- Managed partner onboarding and implementation, ensuring seamless integration and adoption of Syncro's platform.
- Delivered high-quality partner interactions and facilitated product adoption to enhance retention and satisfaction.
- Created comprehensive training content for Syncro Academy, empowering partners to maximise their use of the platform.
- Conducted high-volume individual partner success meetings, addressing retention strategies and providing tailored solutions.
- US-Remote
- Offered client training services via online interaction to streamline onboarding process for newly implemented systems.
- Increased client retention with excellent communication and consistent follow-ups throughout the consultation process.
- Developed strong relationships with clients, fostering trust and long-term partnerships through professionalism and expertise.
EMEA Technical Support Team Manager
Syncro
Cape Town
03.2020 - 10.2022
- Company Overview: US-Remote
- Led and managed a global team of individual contributors in the EMEA region, ensuring high-quality customer support.
- Provided effective coaching and oversight of operations, driving continuous improvement in processes and technical proficiency.
- Balanced team and partner needs while maintaining a focus on delivering exceptional customer experiences.
- US-Remote
- Developed comprehensive training programs for new hires, increasing first-call resolution rates and employee retention.
- Facilitated regular meetings with stakeholders to discuss ongoing projects, provide status updates, and manage expectations regarding deliverables.
- Conducted root cause analysis on recurring issues, implementing corrective actions that ultimately enhanced customer satisfaction.
- Mentored junior staff members in technical troubleshooting techniques, enabling them to resolve complex issues more effectively.
Senior Technical Support Specialist and 2IC
Syncro
Cape Town
02.2019 - 02.2020
- Company Overview: US-Remote
- Provided end-to-end support experiences, collaborating across departments to resolve complex issues efficiently.
- Delivered exceptional customer support while maintaining and updating the knowledge base to reflect accurate, up-to-date information.
- Supported content creation efforts, contributing to resources that enhanced user understanding and engagement with Syncro's platform.
- US-Remote
Concierge Technical Support Specialist
Amazon Web Services
Cape Town
12.2016 - 02.2019
- Developed and executed the Accounts & Billing section of the Customer Support Strategy, setting and achieving S.M.A.R.T. goals for improved customer experience.
- Analysed customer usage patterns to recommend cost-effective operations, including reserved instance analysis and architecture optimisation.
- Facilitated stakeholder meetings with Enterprise teams and executive level clients, driving accountability and leveraging the Voice of the Customer to influence global strategic initiatives.
- Delivered customer-centric insights to leadership, contributing to enhancements in AWS service offerings and support models.
TCSA and Abuse TCSA
Amazon Web Services
Cape Town
12.2013 - 02.2016
- Analysed and resolved abuse reports in compliance with the AWS Acceptable Use Policy, maintaining AWS's reputation and trust with customers and stakeholders.
- Identified training gaps and spearheaded projects to improve support-related functions and tools, ensuring consistent, high-quality service delivery.
- Managed escalated customer issues with no established SOPs, delivering tailored solutions in time-sensitive and complex scenarios.
- Classified and tracked incoming reports of abuse, providing actionable insights to service teams for improved preventive measures.
- Collaborated with global security and legal teams to address complex trust and safety challenges while maintaining.
Education
Secondary school -
Immaculata (RC) Senior Secondary
Cape Town 01.2014 - 01.2018
Skills
Technical Support
Microsoft Excel
Software Industry Knowledge
Platform as a Service (PaaS)
Operating Systems
Salesforcecom
Software as a Service (SaaS)
Cloud Computing
Amazon Web Services (AWS)
Digital Tools & Platforms Proficiency
Graphic and Web Design
Social Media Management
SEO Strategy and Execution
Interpersonal & Leadership
Teamwork
Strategic Planning
Additional Information
I’m naturally curious and thrive in environments that offer opportunities to learn, grow, and contribute meaningfully. I’m open to joining an organisation in a junior or developmental role if it allows me to add value while gaining new skills. For the right company with shared values and a strong purpose, I’m ready to grow from the ground up and contribute to long-term success.
Software
Slack
Salesforce
Zendesk
Freshdesk
Zoho One
Syncro
Asana
Trello
ClickUp
Wordpress
Wix
WooCommerce
Shopify
Basic HTML/CSS
Canva
Adobe
Google Analytics
Mailchimp
Meta Business Suite
Amazon Web Services
Google Cloud Platform
SaaS / PaaS platform operations
Zapier
Calendly
Zoom/Google Meet/Loom
Timeline
Support Coordinator
GVI
08.2024 - 04.2025
Founder
B & B Impact Consulting
05.2024 - Current
Chief Digital Officer (CDO), Chief Technology Officer (CTO), and Co-Founder
Global Flooring Solutions SA
07.2023 - 06.2025
Implementation Consultant
Syncro
10.2022 - 11.2023
EMEA Technical Support Team Manager
Syncro
03.2020 - 10.2022
Senior Technical Support Specialist and 2IC
Syncro
02.2019 - 02.2020
Concierge Technical Support Specialist
Amazon Web Services
12.2016 - 02.2019
Secondary school -
Immaculata (RC) Senior Secondary
01.2014 - 01.2018
TCSA and Abuse TCSA
Amazon Web Services
12.2013 - 02.2016