Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Christine Jensen

Hamilton,Canada

Summary

Technical writer with expertise in developing user guides, online help resources, and comprehensive technical documentation. Demonstrated success in conveying complex information clearly and managing projects in fast-paced, dynamic environments. Proficient in AI prompt generation, crafting training data, and optimizing self-help centers. Strong collaboration skills that foster effective teamwork and project success.

Overview

13
13
years of professional experience

Work History

Support Specialist - Advisors (SSA)

Shopify
09.2021 - Current
  • Owned and maintained the accuracy of internal product and process resources over a two-year period with my team. This required leveraging my own knowledge of the Shopify platform, as well as networking with internal specialists, to ensure internal and external documentation was up-to-date and accurate.
  • Worked closely with Shopify's Knowledge Management team on numerous projects. These projects have included AI prompt generation to aid with internal documentation, resource cleaning sprints, and helping to train AI helper assistants.
  • Provide support and guidance to merchants and Support Advisors through designated channels, following Shopify's best practices.
  • Leverage comprehensive knowledge of the Shopify ecosystem with advanced training in Technical Merchant Support (TMS), Themes, Billing & Payments, Shopify API troubleshooting. Partner Support, and Plus merchant care. My specialty is helping to translate technical steps so they can be easily understood by all users.
  • I foster a community focused on peer feedback and celebration. This has included leading by example by asking for peer feedback, providing proactive feedback to my peers, celebrating wins, and issuing constructive, actionable feedback to our leadership team.
  • Using my keen eye for details, processes, and process gaps, I consistently report and resolve documentation bugs through the correct channels. I speak up when there are issues or confusion with documentation or processes, and I work to fill these gaps.
  • Support onboarding initiatives through mentoring and shadowing sessions for both internal teams and vendor partners.
  • Mentored numerous peers with long-form goals on topics including building confidence, writing and delivering strong feedback, decision-making when under pressure, and resilience.
  • Leading without a title, I work to identify opportunities to improve processes and process documentation by proactively digging into issues and sharing potential solutions with stakeholders. Once a solution is established, I work with the appropriate team to draft team-wide communications on process changes.

Team Lead (Secondment)

Shopify
09.2024 - 03.2025
  • In support of team key goals, I launched two initiatives as a lead: Async Study Hall where we brought teams together to enhance async skills in small collaborative groups, and Positive AI Sentiment Coaching where I identified how to improve merchant experience through our AI sentiment metrics. Results of these efforts include an increase to async positive sentiment of 20% and an improvement to Positive AI sentiment 10-20% through January 2025. I documented these initiatives into playbooks for all of frontline to use following the completion of my secondment.
  • Led two Frontline Support teams during a 6-month period of significant organizational change, successfully navigating role expansions, team / workforce transfers, and team reductions while maintaining team performance.
  • Built strong relationships with my teams and peers by collaborating on initiatives, intentionally creating spaces to share learnings, and fostering a culture where everyone could vulnerably ask for support or feedback.
  • Drove accountability through clear expectations, consistent live and asynchronous coaching, as well as transparent performance tracking, resulting in improved adherence to Shopify's best practices. This included detailed documentation of ticket feedback, clearly written goals, and performance management.
  • Maintained composure through difficult conversations with reports in asynchronous and live meetings.
  • Composed announcements, resources, and documented retrospectives that were shared across internal groups.

Support Advisor

Shopify
09.2020 - 09.2021
  • Provided support to merchants through phone, chat, and email channels.
  • Acted as Team Contact, fostering a positive team atmosphere and promoting group learning and success, as well as conducting peer 1:1 sessions.
  • Collaborated with the mentoring team to mentor approximately 10 new cohorts and facilitated live shadowing sessions in a year period.
  • Facilitated presentations for external stakeholders, live shadowing sessions, and recorded my own interactions to assist cross team learning. This experience enhanced my networking skills as I met with individuals across all departments of Shopify.

Account Manager - Key Accounts

Proforma Battlefield Advertising
06.2017 - 09.2020
  • Managed key accounts in Canada and the United States via phone and email.
  • Designed, tested, and maintained web stores for clients on various platforms.
  • Created documentation for previously undocumented processes.
  • Established an internal knowledge management system.
  • Assisted in the training and onboarding of new employees, as well as training existing employees on key systems.

Senior Sales Operations Administrator

Dejero
03.2014 - 01.2017
  • Collaboratively trained cross-functional teams on process changes and developed best practices for the Sales and Operations teams in a startup atmosphere.
  • Worked in collaboration with operations and technical teams to document and refine internal processes, involving shadowing and discussions with relevant stakeholders to align processes with company goals and operational objectives. The end product of this collaboration was the creation of process diagrams and instructional documents that were previously undocumented.
  • Championed community development by facilitating weekly meetings, organizing quarterly offsite social events, and planning team building functions.
  • Mentored 15+ new Sales personnel through new hire procedures.
  • Acted as a subject matter expert and liaison for the implementation of a new enterprise resource planning (ERP) system, NetSuite.

Project Manager

s2e
09.2013 - 12.2013
  • Managed a team of 11 members through three phases of analysis, encompassing consumer research, quantitative analysis, and strategic reporting.
  • Designed and implemented a budget and project plan in collaboration with management.

Teaching Assistant

Wilfrid Laurier University
09.2012 - 04.2013
  • Mentored 100 students over an 8-month period through class-led discussions and office hours.
  • Developed teaching and assessment skills, including lesson planning, grading, and ensuring alignment in grading standards.

Education

Google Technical Writing Course -

01.2023

Sandler Training - Sales Mastery Program -

01.2020

Yoga Teacher -

Pranalife Yoga
01.2014

MA - English Literature and Film Studies

Wilfrid Laurier University
Waterloo, On
01.2013

BA - English Literature

University of Alberta
Edmonton, AB
01.2010

Skills

  • Technical assistance skills
  • Process documentation expertise
  • Customer engagement strategies
  • Mentorship and coaching abilities
  • Remote collaboration techniques
  • Documentation creation and management practices
  • Editing proficiency and proofreading skills
  • User manual upkeep
  • Content development strategies with version control
  • Style guide formulation skills
  • Technical research proficiency
  • Experience with GitHub, Zendesk, and GSuite Tooling

Affiliations

Crochet and other hand crafts, competitive axe throwing, lifting heavy weights at the gym, playing with my dog, listening to audiobooks, playing video games, and advocating for the Oxford Comma.

Timeline

Team Lead (Secondment)

Shopify
09.2024 - 03.2025

Support Specialist - Advisors (SSA)

Shopify
09.2021 - Current

Support Advisor

Shopify
09.2020 - 09.2021

Account Manager - Key Accounts

Proforma Battlefield Advertising
06.2017 - 09.2020

Senior Sales Operations Administrator

Dejero
03.2014 - 01.2017

Project Manager

s2e
09.2013 - 12.2013

Teaching Assistant

Wilfrid Laurier University
09.2012 - 04.2013

Google Technical Writing Course -

Sandler Training - Sales Mastery Program -

Yoga Teacher -

Pranalife Yoga

MA - English Literature and Film Studies

Wilfrid Laurier University

BA - English Literature

University of Alberta

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Christine Jensen