Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Alissa Martynova

Maple Ridge

Summary

Highly attentive and organized customer service representative of 10 years of experience providing exceptional work ethic and enthusiasm. Driven individual conditioned to high-stress environments and a knack for problem solving. Aiming to progress my knowledge and exceptionally perform while maintaining personal growth by allowing constructive feedback and providing clear and creative feedback to others.

Overview

9
9
years of professional experience

Work History

Team Lead of Core Support

Shopify
12.2021 - Current
  • Developed a communication tool that streamlined the process for Support Advisors to contact Team Leads on Call during weekends, enhancing operational efficiency and support
  • Consistently led my team to achieve Quarterly Objectives and Key Results by focusing on critical KPI's, providing clear and direct coaching, and prioritizing essential tasks
  • Spearheaded a team of Support Advisors, focusing on delivering exceptional service to Shopify merchants, ensuring swift resolution of inquiries and issues
  • Conducted regular performance reviews, providing constructive feedback and personal development plans to team members, aiding in career growth and retention
  • Maintained up-to-date knowledge on the latest developments in leadership techniques and product releases, ensuring effective leadership and informed decision-making

Junior Support Advisor and Support Advisor

Shopify
10.2020 - 12.2021
  • Efficiently managed multiple communication channels including live chats, phone calls, and emails, ensuring rapid response and resolution of customer inquiries
  • Demonstrated exceptional interpersonal skills, characterized by a high level of understanding, patience, empathy, and conversational prowess
  • Proactively led team meetings to foster openness and engagement, significantly enhancing team culture and collaboration
  • Championed continuous personal and professional growth, actively engaging in learning opportunities and encouraging team curiosity
  • Maintained exemplary performance by consistency achieving high QA scores and meeting KPIs, showcasing effective multitasking and workflow management
  • Served as a mentor and resource, providing guidance and support to team members, to enhance overall team performance and dynamics

Server

Romers
09.2015 - 10.2020
  • Adapted to various roles, including bartender and hostess, ad required to ensure operational efficiency and service continuity
  • Excelled in high-pressure environments, demonstrating strong teamwork and problem solving skills to maintain high service standards
  • Trained, motivated, and coached new team members, effectively imparting knowledge of job responsibilities and fostering a collaborative team environment
  • Utilized exceptional memory and listening skills to achieve highly accurate order placements, minimizing errors and enhancing customer experiences

Variable manager

Romers
09.2015 - 10.2020
  • Oversaw restaurant operations during floor shifts, ensuring seamless service delivery and operational efficiency
  • Prioritized food and restaurant safety, implementing rigorous standards and protocols to maintain compliance and protect guest well-being
  • Controlled labor costs by optimizing staff schedules and workflows, ensuring efficient use of resources while maintaining service quality
  • Fostered a positive team environment by understanding team dynamics and motivating staff, which enhanced relationships and improved staff morale

Wine Associate

Vino Volo
09.2019 - 03.2020
  • Enhanced customer experience by delivering sophisticated service and demonstrating extensive wine knowledge, significantly increasing merchant satisfaction in the tasting bar, lounge, and retail areas
  • Supported daily store operations by collaborating with the team on various tasks, ensuring smooth and efficient store functionality
  • Prepared for each shift by researching and memorizing key talking points, tailored to meet the diverse needs of diverse clientele, thereby improving engagement and customer relates

Education

Secondary School -

David Thompson Secondary School
01.2014

Skills

  • Team management
  • Project leadership
  • Team coordination
  • Conflict resolution

Languages

English
Native or Bilingual
Russian
Native or Bilingual

Timeline

Team Lead of Core Support

Shopify
12.2021 - Current

Junior Support Advisor and Support Advisor

Shopify
10.2020 - 12.2021

Wine Associate

Vino Volo
09.2019 - 03.2020

Server

Romers
09.2015 - 10.2020

Variable manager

Romers
09.2015 - 10.2020

Secondary School -

David Thompson Secondary School

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Alissa Martynova