Summary
Overview
Work History
Education
Skills
References
Timeline
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Ashley Soulliere

Ashley Soulliere

LaSalle,Canada

Summary

Experienced SaaS Customer Success Manager adept at fostering connections and ensuring client satisfaction. Proven in relationship building, onboarding, training, and issue resolution. Strong communicator, excelling in dynamic environments and cross-functional collaboration. Eager to contribute expertise in knowledge management, technical writing and process building to Tenthousandcoffees' success.

Overview

7
7
years of professional experience

Work History

Partner Support Specialist

Shopify
Remote
01.2024 - Current
  • Assisted Shopify Partners with questions related to their Partner Dashboard
  • Performed various operations on the backend in order to assist partners with queries involve use of our internal tooling
  • Examined source materials to document data in our internal knowledge database.
  • Performed regular audits to ensure information in our internal data base is kept up to date
  • Routed API issues to the appropriate development teams to ensure that complex issues were resolved

Support Specialist Marketplaces

Shopify
, Remote
06.2022 - 03.2024
  • 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

Customer Success Manager

Oberlo
, Remote
08.2017 - 06.2022
  • 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

Customer Service Email Specialist

Shopify
Remote
03.2017 - 08.2017
  • 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.

Customer Support Advisor

Shopify
, Remote
01.2017 - 03.2017
  • 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

Certificate - Web Development and Javascript

Juno College of Technology
09-2021

Skills

  • HelpDesk Operations (Zendesk, Intercom)
  • HTML Javascript CSS
  • Leadership experience
  • Technical Proficiency
  • Troubleshooting and diagnostics
  • Github
  • Customer Relationship Management
  • Knowledge Management
  • Process Improvement
  • Entrepreneurship
  • Social Media Marketing
  • Technical Writing
  • Content Marketing
  • Course Creation
  • Presentations
  • Quality Assurance
  • AI

References

References available upon request.

Timeline

Partner Support Specialist

Shopify
01.2024 - Current

Support Specialist Marketplaces

Shopify
06.2022 - 03.2024

Customer Success Manager

Oberlo
08.2017 - 06.2022

Customer Service Email Specialist

Shopify
03.2017 - 08.2017

Customer Support Advisor

Shopify
01.2017 - 03.2017

Certificate - Web Development and Javascript

Juno College of Technology

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Ashley Soulliere