E-commerce Operations & Project Leadership

As a Merchant Support Advisor at Shopify, I served as a primary point of contact for merchants, delivering comprehensive technical and operational support across call, email, and chat channels. A core competency was expert-level troubleshooting for complex concerns related to store operations, including domains, themes, products, and order management. I consistently leveraged deep platform knowledge to diagnose and resolve issues efficiently, ensuring merchants maintained optimal store functionality. Crucially, I turned support interactions into revenue opportunities by suggesting upselling plans that provided merchants with greater access and features to scale their businesses effectively, solidifying my role as both a technical advisor and a growth consultant.

Provided fundamental support for the initial stage of e-commerce site development, focusing on content integrity and site functionality. This included uploading core site contents (metafields, images, texts), performing the first-base quality assurance (QA) checks, editing client documents to highlight missing requirements, and suggesting effective technical workarounds using Shopify Apps and Theme modules to address feature needs.

Played a critical role in project delivery by actively monitoring project scope and mitigating scope creep through effective change control processes. My responsibilities included handling key site revisions (e.g., theme assets, texts, icons), building and maintaining client boards on ClickUp/Jira for efficient task management and assignment, and providing meticulous quality assurance (QA) on site development and design.

Provided effective, real-time technical support and desktop troubleshooting for users across both Windows and Mac operating systems. My process involved evaluating user problems by breaking them down with probing questions and diagnostic tools, accurately identifying and solving technical issues, and meticulously documenting all transactions and support interactions to contribute to the company's knowledge base.

My entire professional career, encompassing roles in Merchant Support (Shopify), Customer Service (SiriusXM), and Technical Support (Comcast), required continuous, clear, and articulate communication in English. I am highly proficient in both verbal (call center experience) and written communication, ensuring professional and effective interactions with clients, merchants, and team members globally.

While my general expertise spans project management platforms like ClickUp/Jira, my current role as E-commerce Store Manager for Bloom Better and IWA (International Wellness Academy) has provided direct, hands-on experience with advanced digital marketing and CRM functions. I was responsible for creating comprehensive online courses and quizzes, building and managing private communities, designing effective email templates, implementing marketing automations, and diligently managing contacts within the CRM system. This demonstrates my proficiency not just in managing project tasks, but in actively building, launching, and maintaining key components of a client's education and engagement funnel.

I have direct experience with the operational and content side of web development, particularly in e-commerce. This includes uploading site contents (metafields, images, texts) for site development, handling site revisions (theme assets, header texts, icons), and providing Quality Assurance (QA) on site design and development. I am proficient in optimizing product listings and website visuals to enhance customer engagement and compliance.

Consistently delivered exceptional customer service while driving revenue through expert upselling and capitalizing on sales opportunities. I ensured quick resolution of technical issues by using the company's troubleshooting resolution tree and personal expertise, and even proactively suggested new procedures to improve customer retention by persuading cancelling customers to remain with the company.

While my experience does not include formal transcription, my meticulous record-keeping, detailed documentation of all support interactions (Comcast), and high proficiency in listening and written English ensure I possess the necessary accuracy and attention to detail required for data-to-text conversion tasks.

My roles consistently required high accuracy in data handling. I have experience in uploading site contents (metafields, texts), maintaining and updating media contact lists and databases (Society22), meticulously documenting all support transactions (Comcast), and accurately processing and tracking customer orders, demonstrating a commitment to precise data input and management.

While I am not a graphic designer, I have experience collaborating with marketing teams to create engaging content and preparing promotional materials (Society22). I have managed and updated website visuals and images to maintain brand standards, giving me a basic understanding of visual presentation and asset management suitable for minor or preparatory print tasks.

I have extensive experience managing high-volume communication flows. As a Merchant Support Advisor at Shopify, I managed merchant concerns via email (in addition to call and chat). As a Project Manager/Publicity Assistant, I maintained contact lists and provided administrative support, demonstrating proficiency in handling client communication, providing updates, and organizing email correspondence effectively.

While I haven't held a dedicated PA role, my extensive experience in Project Management (defining schedules, leading teams, organizing tasks in ClickUp/Jira) and providing administrative support to marketing and publicity teams (Society22) demonstrates strong organizational and coordination abilities. I am highly skilled at managing schedules, prioritizing tasks, handling communication (email/phone), and documenting transactions, making me capable of providing detailed and efficient virtual assistant or organizational support.