Virtual Assistant

Worked as an Advisor from February 2020 - August 2020 As a Merchant Support Advisor for Shopify, my role involves assisting merchants in building and resolving issues with their stores. Examples of tasks include order processing, managing shipping rates, facilitating account verification, providing guidance on theme customization, and addressing various other concerns to ensure a seamless and successful experience for our merchants. Promoted to Support Mentor - August 2020 - January 2021 Offer immediate assistance to Support advisors in managing interactions with various merchants. Provide real-time feedback on opportunities observed during support advisors' interactions via phone, chats, and email. Consult with the support advisor's team lead regarding these observations. Mentor new hires on effectively handling issues from diverse merchants. Highlight observed opportunities during mentoring sessions and endorse them to the production team lead. Promoted to Team Lead - January 2021 - January 2024 Deliver immediate support to each team member, identifying diverse opportunities in effectively managing interactions across phone calls, chats, and emails. Support team members in reaching their goals by providing coaching and reinforcing their strengths demonstrated in each interaction. Offer guidance on areas for improvement. Generate real-time reports on a daily and weekly basis, assessing team performance through the auditing of tickets for each team member and live observations.

Worked as an Advisor from February 2020 - August 2020 As a Merchant Support Advisor for Shopify, my role involves assisting merchants in building and resolving issues with their stores. Examples of tasks include order processing, managing shipping rates, facilitating account verification, providing guidance on theme customization, and addressing various other concerns to ensure a seamless and successful experience for our merchants. Promoted to Support Mentor - August 2020 - January 2021 Offer immediate assistance to Support advisors in managing interactions with various merchants. Provide real-time feedback on opportunities observed during support advisors' interactions via phone, chats, and email. Consult with the support advisor's team lead regarding these observations. Mentor new hires on effectively handling issues from diverse merchants. Highlight observed opportunities during mentoring sessions and endorse them to the production team lead. Promoted to Team Lead - January 2021 - January 2024 Deliver immediate support to each team member, identifying diverse opportunities in effectively managing interactions across phone calls, chats, and emails. Support team members in reaching their goals by providing coaching and reinforcing their strengths demonstrated in each interaction. Offer guidance on areas for improvement. Generate real-time reports on a daily and weekly basis, assessing team performance through the auditing of tickets for each team member and live observations.