Summary
Overview
Work History
Education
Skills
Personal Information
References
Hobbies and Interests
Certification
Timeline
Generic
Amber English

Amber English

Oshawa,Canada

Summary

Highly skilled Operations Sr. Specialist with almost 6 years of deep knowledge of the Shopify Partner Ecosystem and Support organization. Excels in project management, with demonstrated expertise in operations management, knowledge management, communication, process development, and improvement driving productivity. Demonstrates the ability to establish and maintain great cross-functional relationships, collaborating to effectively communicate product releases to the Partner Support team. Looking to leverage this extensive experience to bring value to a new challenge in a Program Management role that empowers our Partners and internal teams.

Overview

6
6
years of professional experience
1
1
Certification

Work History

MA Solutions Sr. Specialist

Shopify Inc.
07.2022 - Current
  • Effectively managing operations for an escalated partner support team of 43 specialists dedicated to delivering an excellent support experience to partners and developers
  • Improved and maintained our playbooks in collaboration with Product Support Network, which has allowed for strong feedback loops and to foster a strong relationship
  • Launched a new tracker sheet designed to highlight the Partners team contribution to product releases
  • In Q1 I was involved in 31 product releases reviewing CarePackages, GTM briefs, enablement material and attending roundtable discussions
  • Writing and communicating high level team operation deliverables to Senior Leadership on a weekly cadence
  • Championed several projects writing proposals, engaging stakeholders, developing communication strategy, writing retros, etc.
  • In Q1 we achieved 90% completion rates for learners with training we audited and shipped, designed to enable frontline teams moving back to Global on understanding supporting partners and developers
  • Built 7 new relationships for the team in Q1 with internal teams including Agency Partnerships, Logistics Partnerships, External Education,etc
  • Contributed to how we can leverage cross selling opportunities and ensure teams in Support feel empowered to surface growth options to partners by creating Guru Card enablement content
  • Led projects by coordinating schedules, organizing resources and delegating work to meet deliverable and timeline requirements.
  • Verified accuracy and effectiveness of reporting processes, effectively using Mode reports and sheets to track and model data for management review for changes to Support Macros used in escalations.
  • Delivered operational changes within our tooling for ZenDesk which reduced toil and allowed for better efficiency including updating macros, views, about tags, etc
  • Created a Geekbot tool in Slack to solicit feedback from Specialists when changes are shipped
  • Consulted with Sr Leadership on business impact which influenced operational decisions on several achievements this year including: closing slack on weekends to reallocate headcount to chats and email channels which resulted in answer rates increasing by 50%, turning off the phone channel in turn saving approximately $500K, and launching updated routing in Partner Concierge leading to a 72% reduction in non-partner question contact
  • Creating operational playbooks, process documentation, templates, which act as a reference and improve efficiencies by making information easy to find and maintain
  • Launched a new Guidelines doc for how to maintain documentation in our team Google drive which has led to consistency in organizing information
  • Consistently leverage tools like Asana and GitHub to prioritize tasks and projects.

Team Lead - Partners

Shopify Inc.
09.2021 - 07.2022
  • Effectively managed and lead an escalated support team of 8 dedicated to delivering an excellent support experience to partners & developers
  • Designed hiring and onboarding frameworks to effectively recruit talent based on required skill profile, resulting in a successful team composition
  • Effectively coordinated and communicated team updates, workflow changes, tooling changes impacting our teams to all Leadership and Partner Specialist resulting in the team feeling empowered and confident to support partners
  • Used by 5 Team Leads and enabled 30+ new hires
  • Championed and collaborated on several projects, resulting in the design of systems to improve team operations such as playbooks for leadership and more efficient processes for all 35 Specialists
  • Facilitated Team Lead meetings, 1:1s and designed experiences to build connection, resulting in building stronger relationships and increased collaboration within the Leadership team and my direct report team
  • Coached 8 Specialists to make great decisions, work autonomously, advocate for partners, work on high-impact initiatives, and lead by example, resulting in a high performing and motivated team achieving on average quality scores of 75% and above
  • Managed performance by reviewing 32 tickets per month, resulting in Specialists building transferable skills and a more excellent overall support experience for partners.

Support Specialist - Partners

Shopify Inc.
07.2019 - 09.2021
  • Developing relationships with partners by supporting their business positively impacts our ecosystem
  • Facilitated presentations to frontline teams to educate and upskill them on handling partner interactions
  • Conducted 'Bridge the Gap' shadow sessions for internal teams in Product, Development, Partners, etc
  • Effectively communicate product releases and the value they bring to partners' businesses and clients
  • Championing/collaborating on a number of team projects focused on strengthening support and platform knowledge of the partner ecosystem and improving our team's internal workflows
  • Building trust with partners through my commitment to understand their concerns and the challenges they face in their business, providing feedback to product teams, and offering insightful growth opportunities so that they can earn more with the program
  • Supporting partners through first-touch emails, handling escalations, chats, and Slack goalie duties
  • I consistently achieved a QA score of 80% or above.

Support Advisor

Shopify Inc.
01.2018 - 07.2019
  • Supporting merchants and partners by troubleshooting technical issues and helping to grow their business
  • Partner Specialization role: Monitored the partner support channel for 3 shifts per week, focusing on ticket resolution, identifying trends, and building productive relationships with our partners
  • Responded to calls, chats, and emails for merchant support, ensuring that users received quality communication and prompt assistance in using Shopify as an easy-to-use and enjoyable platform
  • Maintained a QA score of 80% or higher
  • Participated in a special project to support outbound calls to high-level merchants during the Mailchimp Migration project, achieving 80% successful migration rates
  • Identified growth opportunities for merchants' businesses and recommended new features to facilitate growth.

Education

Project Management & GSD -

06.2023

Google Project Management: Professional Certificate -

04.2023

Knowledge Centered Services (KCS) v6 Fundamentals -

03.2021

Business Management - Human Resources Advanced Diploma -

Durham College
05.2014

Skills

  • Project Management
  • Business Operations
  • Knowledge Management
  • Stakeholder Management
  • Prioritization and organization
  • Collaboration
  • Guru
  • GitHub

Personal Information

Title: MA Solutions Sr. Specialist

References

Justine Sutton, Shopify Inc., justine.sutton@shopify.com Sarah Beattie, Shopify Inc., sarah.beattie@shopify.com Kerry Cameron, Shopify Inc., kerry.cameron@shopify.com

Hobbies and Interests

I enjoy hiking with my dog Johnny, reading non-fiction, practicing yoga, horseback riding, cooking, and spending time at my cottage.

Certification

Google Project Management: Professional Certificate , Coursera

Project Management & GSD, Shopify inc.

Knowledge Centered Services (KCS) v6 Fundamentals, Consortium


Timeline

MA Solutions Sr. Specialist

Shopify Inc.
07.2022 - Current

Team Lead - Partners

Shopify Inc.
09.2021 - 07.2022

Support Specialist - Partners

Shopify Inc.
07.2019 - 09.2021

Support Advisor

Shopify Inc.
01.2018 - 07.2019

Project Management & GSD -

Google Project Management: Professional Certificate -

Knowledge Centered Services (KCS) v6 Fundamentals -

Business Management - Human Resources Advanced Diploma -

Durham College

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