Summary
Overview
Work History
Education
Skills
Timeline
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JENNIFER THORNTON

ORLEANS,ON

Summary

Fantastic critical thinker able to manage multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

8
8
years of professional experience

Work History

Senior Compliance Specialist

Shopify
05.2023 - Current
  • Reviewed documents, files, transcripts and other records to assess compliance and potential risk.
  • Identified gaps in existing compliance processes and recommended updates.
  • Conducted periodic compliance audits and reviews to identify areas of improvement.
  • Participated in critical incident management on-call rotation as senior point of contact.
  • Maintained composure in stressful situations, confrontations, interviews and records searches.
  • Warned violators of infractions or penalties.
  • Collected detailed notes on investigations and other communication to adhere to legal requirements and enhance recordkeeping.
  • Supported team by pitching in to complete special projects.
  • Performed quality reviews to uncover workflow and communication issues.

Compliance Manager, Partner Governance

Shopify
01.2022 - 05.2023
  • Managed a team of 7 individuals who investigate and action violations of Shopify’s Partner Program Agreement and API Terms of Use
  • Optimized team by introducing specialized segments including security/fraud, general compliance and partnership terminations which improved efficiency and decreased the time spent onboarding onto the team
  • Senior escalation point for critical incidents which involve stakeholder management such as liaising with PR, Legal and senior leadership teams
  • Developed overall communication strategy and templates for the team focusing on providing education and support to partners while continuing to drive compliance of our agreements
  • Implemented a QA process to ensure consistency in processing and communication within segments as the team scaled.
  • Reviewed documents, files, transcripts and other records to assess compliance and potential risk.

Strategic Specialist, Partner Governance

Shopify
10.2020 - 01.2022
  • Investigated violations of Shopify’s Partner Program Agreement to determine validity and enforce policy as needed
  • Strategized on how to drive compliance with a focus on strategic partners
  • Developed and implemented a large scale partnership termination process
  • Participated in critical incident management on-call rotation which included app security and functionality issues.
  • Collaborated with colleagues and support staff to maximize team efficiency.
  • Supported team by pitching in to complete special projects.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.

Financial Services Support Specialist

Shopify
11.2016 - 10.2020
  • Provided support for 1099k US tax forms for eligible merchants including delivery, corrections and amendments.
  • Billing and Shopify Payments generalist which included processing refunds and credits, general inquiries, troubleshooting technical payment issues, chargeback monitoring and KYC reviews
  • Western Canada Financial Services Support Lead for one year with a team of 11 reports prior to relocating to Orleans, Ontario
  • Worked well in a team setting, providing support and guidance.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.

Medical Office Assistant

Chilliwack Division Of Family Practice
04.2015 - 11.2016
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Updated patient information and insurance details for accurate electronic medical records.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Prepared patient charts by gathering and organizing medical records ahead of appointments.

Education

Nursing Unit Clerk certificate -

University of the Fraser Valley
Abbotsford, BC
2006

Diploma - undefined

Abbotsford Senior Secondary School
Abbotsford, BC
2002

Skills

  • Active Listening
  • Google Workspace
  • Planning and Coordination
  • Customer Experience
  • Information Validation
  • Customer Communication and Empathy
  • Analytical and Critical Thinking
  • Risk Assessment
  • Complaint Response
  • Stakeholder Communications

Timeline

Senior Compliance Specialist

Shopify
05.2023 - Current

Compliance Manager, Partner Governance

Shopify
01.2022 - 05.2023

Strategic Specialist, Partner Governance

Shopify
10.2020 - 01.2022

Financial Services Support Specialist

Shopify
11.2016 - 10.2020

Medical Office Assistant

Chilliwack Division Of Family Practice
04.2015 - 11.2016

Nursing Unit Clerk certificate -

University of the Fraser Valley

Diploma - undefined

Abbotsford Senior Secondary School

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JENNIFER THORNTON