Lisa Scali
Vaughan,ON
Summary
Proven Support Advisor with a track record of enhancing customer satisfaction and streamlining workflow processes at Shopify. Excelled in problem-solving and technical assistance, significantly improving incident resolution times. A collaborative team player, adept at fostering positive environments and boosting team performance. Skilled in escalation handling and attention to detail, achieving notable customer service excellence.
Overview
3
3
years of professional experience
Work History
Support Advisor
Shopify
05.2023 - Current
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Reduced escalations by proactively addressing customers needs and providing thorough solutions.
- Demonstrated adaptability by quickly learning new software tools and technologies, allowing for seamless transitions between various support systems.
Customer Experience Representative
Indigo Books & Music
08.2021 - Current
- Established a positive work environment that encouraged collaboration and teamwork among staff members for optimal results.
- Promoted upselling opportunities when appropriate, contributing to increased revenue generation through add-on sales or upgrades of membership.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new employees on store procedures and systems, contributing to the development of a high-performing team.
- Utilized problem-solving skills when resolving complex customer issues which led to improved long-term relationships.
Education
Post-Graduate Diploma - Interior Decorating
Humber College
Toronto, ONSkills
- Technical assistance
- Problem-Solving
- Attention to Detail
- Escalation Handling
- Organizational Skills
- Collaborative Team Player
Timeline
Support Advisor
Shopify
05.2023 - Current
Customer Experience Representative
Indigo Books & Music
08.2021 - Current
Post-Graduate Diploma - Interior Decorating
Humber College