Company: Vixio, London, United Kingdom
Company Description: Vixio is a leading RegTech provider of compliance intelligence across 180+ jurisdictions worldwide. We combine deep industry knowledge with cutting-edge technology to provide critical insights to some of the world’s biggest brands. With Vixio’s award-winning platform, organisations can swiftly and simply navigate the evolving regulatory landscape to mitigate risk and uncover growth opportunities.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - All Other Industries
 Nomination Title: Kailey Cheng
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated woman, OR written answers to the questions? (Choose one):
An essay/case study of up to 650 words
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 175 words used.
Kailey joined Vixio as a young Client Value Specialist, transitioning from a different industry. In her first year, she demonstrated resilience, overcoming the challenges of adapting to a new business landscape and learning to collaborate effectively with internal teams. Kailey took the initiative in her professional development, driving her own learning while actively seeking support when necessary. As a result, she found an operational rhythm that enabled her to deliver consistent, above-expectation results. Notably, she and her account manager increased renewal rates by 5% year-over-year, surpassing 90%, and successfully completed product analyst calls with every Tier 1 account in her portfolio. This achievement showcased her ability to collaborate with the product team and build strong client relationships. Kailey now leads her own customer calls, including onboarding and quarterly business reviews, and provides support on renewal calls. In recognition of her exceptional progress and potential, she was promoted to Senior Client Value Specialist in mid-2024. Kailey’s journey is a testament to her proactive attitude and her commitment to excellence, which has greatly contributed to Vixio’s success.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 61 words used.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Outline the nominee's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 184 words used.
Kailey: Since July 2022, Kailey has demonstrated exceptional growth and performance within her role at Vixio. One of her most notable achievements has been driving a significant increase in renewal rates. Partnering with her account manager, she successfully raised renewal rates by 5% year-over-year, pushing them beyond 90%, a critical KPI for the company. Kailey also collaborated extensively with the product team, completing product analyst calls for every Tier 1 account in her portfolio—an accomplishment that underscores her proactive approach and strong interdepartmental collaboration.
In addition to these measurable results, Kailey has taken on more leadership responsibilities, independently managing customer-facing tasks such as onboarding, quarterly business reviews, and supporting renewal calls. Her initiative and dedication to client success led to her promotion to Senior Client Value Specialist in mid-2024, a clear acknowledgement of her growing potential and impact on the business. These achievements highlight Kailey’s ability to deliver consistent value to both her clients and the internal teams she works with.
For these reasons and more, Kailey won Vixio's Best in Class Buyer Experience Award for 2023 at the company's 2024 Sales Kick Off.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 162 words used.
Kailey’s achievements are particularly significant due to her rapid adaptation to a new industry and her ability to consistently outperform expectations. In an industry where renewal rates hover around 80-85%, Kailey's success in driving her team’s renewal rates above 90% is a standout achievement. Her proactive approach to learning, combined with her strong collaboration with both internal teams and clients, set her apart from her peers. Many in similar roles struggle to navigate the complexities of internal partnerships early in their careers, but Kailey not only mastered this but also contributed to improving client relationships through product analyst calls with every Tier 1 account in her portfolio.
Compared to her own previous performance, Kailey’s transition from support tasks to leading customer calls and onboarding independently reflects a substantial leap in responsibility and influence. Her promotion to Senior Client Value Specialist within two years is a rare accomplishment in the client value field, showing how she has rapidly grown into a leadership role.
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