Adele Allison
Edmonton,AB
Summary
Talented Technical/Customer Success Specialist skilled at offering clients easy-to-understand guidance and actionable advice. 10+ years of experience assisting customers over the phone, e-mail, online chat and social media to resolve a broad range of concerns. Seeking a challenging position in a progressive environment, providing opportunities for growth and advancement.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Remote Technical/Customer Success Specialist
2Ship Solutions
07.2016 - 02.2024
- Project Managed small to mid-level businesses assisting with developing and executing implementation plans
- Assist sales with onboarding new clients by providing demos of the 2Ship platform tailored to their specific needs
- Engage directly with e-commerce customers assisting with product upload, inventory management and store connections to Shopify, WooCommerce, Wix...etc assuring orders and shipping rates are pulled through correctly
- Tested new features before release to assist in bug identification
- Provided 1 on 1 training to new clients via Zoom, educating them on the functionalities of the 2Ship platform
- Used troubleshooting expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Created support documentation that enabled the user community to extend skills, leverage system features and find resolutions to questions without intervention from the support team.
Remote Part-Time Customer Experience Specialist
Endy
12.2016 - 01.2020
- Represent the Endy brand with best-in-class customer experience, helping customers with their inquiries
- Utilized telephone, online chat and email platforms to deliver outstanding customer service
- Daily use of E-commerce/ helpdesk tools such as Shopify, Zendesk, and Fulfil.io
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships
- Documented all customer interactions in internal database to maintain customer service history details
- Maintained extensive knowledge of company products to recommend items that aligned with customer needs.
Intermediate Help Desk Analyst
Bank Of Montreal
12.2014 - 12.2015
- Works independently and with the team to develop solutions and manage multiple tasks
- Administers and resolves issues with associated end-user workstation networking software products
- Provide technical support for front and back office, and related user groups for all technologies such as VPN, desktops, laptops, PDA's, network resource access, MS Office, MS Windows
- Experience working with Microsoft Remote Desktop Services, various Windows, Linux OS, in a Windows Server 2003/2008/ and 2012 environment
- Overnight installation of software through SCCM or manual configuration
- Troubleshoots installs and configures mobile devices such as Blackberry's and iPhones
- Transfers and assigns incident investigation to appropriate second-level support as per the ITIL Incident Management process.
Education
Bachelors in Arts - Therapeutic Recreations
Concordia University
Montreal, QC05.2013
Associates Degree - Science
Jacksonville College
Jacksonville, TX05.2006
High School Diploma -
Connor Catholic High School
Ajax, ON06.2004
Skills
- Interpersonal skills
- Ability to multitask
- Problem Solving
- Management skills
- Organization skills
- Training and mentoring
- Team Building
- Technical troubleshooting
- Computer-savvy
- HTML and CSS
- WordPress and Shopify
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Remote Part-Time Customer Experience Specialist
Endy
12.2016 - 01.2020
Remote Technical/Customer Success Specialist
2Ship Solutions
07.2016 - 02.2024
Intermediate Help Desk Analyst
Bank Of Montreal
12.2014 - 12.2015
Bachelors in Arts - Therapeutic Recreations
Concordia University
Associates Degree - Science
Jacksonville College
High School Diploma -
Connor Catholic High School
CORE COMPETENCIES
- Excellent verbal and written communication skills
- 10+ years of customer service and technical support experience
- 4+ years managing and curating onboarding and training manuals
- 5 years supporting SaaS solution
- Technical aptitude with comfort level utilizing multiple web-based applications
- Ability to work both independently and in a team environment
- E-Commerce: Shopify, Fulfil.io, Woocommerce, Amazon and 2Ship
- CRM: Slack, Zendesk, Jira, Hubspot
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