Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Ashley Soulliere

LaSalle,ON

Summary

Use the skills that I have developed during my time at Shopify to become a high performing member of the Technical Writing team. Dependable IC with 7 years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions.

Overview

7
7
years of professional experience

Work History

Support Specialist Marketplaces

Shopify
Remote
01.2021 - Current
  • Assisted merchants with Google & YouTube, Facebook & Instagram, Shopify Collabs, Shopify Collective, Linkpop and many other sales channels by providing technical support as well as providing step-my-step instructions on how to navigate the various sections of the sales apps as well as marketing advice to help propel their business to the next level.
  • Collaborated with internal teams to resolve escalated customer queries quickly.
  • Maintained up-to-date knowledge of software and technical developments through reading and training.
  • Thoroughly documented troubleshooting processes and helped streamline procedures for future technical support actions.

Oberlo Customer Success Manager

Shopify
Remote
01.2017 - 01.2021
  • Assisted dropshipping merchants by providing technical support and business advice
  • Was a dropshipping and platform subject matter expert who created and maintained the Oberlo Guru cards, created the onboarding program for new hires, bridged the gap with Shopify Advisors with regular presentations, wrote the scripts for many Oberlo YouTube videos
  • Championed the Oberlo Specialization project/focus team where I performed leadership tasks such as performing QA duties.

Shopify Email Guru

Shopify
Remote
01.2017 - 01.2017
  • Assisted Shopify merchants who contacted us via email exclusively where I answered user inquiries to resolve issues related to our software or setting up a business.
  • Projected favorable image of company to promote objectives and goals that enhance client relationships.
  • Answered customer inquiries regarding product features, pricing, and availability.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

Shopify Guru

Shopify
Remote
01.2017 - 01.2017
  • Assisted Shopify merchants who contacted us via phone, email or chats.
  • Promoted available products and services to customers during interactions which lead me to excel at ASK conversations
  • Provided excellent customer service to resolve customer complaints in a timely manner, continually far exceeding set KPIs

Education

Web Development - Applied Web Development

Juno College
01-2021

Skills

  • Documentation Development
  • Course Development in Bridge
  • Onboarding and Training
  • Technical Assistance
  • Troubleshooting and Diagnostics
  • Knowledge of SEO
  • Social Media Marketing
  • Knowledge of HTML, CSS and Javascript
  • Experience running companies
  • Vast knowledge of online Marketplaces such as Etsy, Ebay, Amazon
  • Experience using Chrome Developer Tools, SQL, Mode, Bugsnag and Splunk
  • Experience with MaestroQA

References

References available upon request

Timeline

Support Specialist Marketplaces

Shopify
01.2021 - Current

Oberlo Customer Success Manager

Shopify
01.2017 - 01.2021

Shopify Email Guru

Shopify
01.2017 - 01.2017

Shopify Guru

Shopify
01.2017 - 01.2017

Web Development - Applied Web Development

Juno College

Similar Profiles

CREATE PROFILE
Ashley Soulliere