Summary
Overview
Work History
Education
Skills
Additional Information
Software
Timeline
Generic
Bianca Brache

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

undefined

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

Google Workspace

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

Similar Profiles

CREATE PROFILE
Bianca BracheTechnical Support Excellence | Content Strategy | SEO, Social Media And Project Management Consultant | Passionate About DEI, Mental Health & Saving The Earth