Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Laura Pinto

Toronto

Summary

Experienced Retail Support Advisor with over 3 years at Shopify, providing POS system support, driving merchant growth, and ensuring the accuracy of internal resources. Led projects like the App Review and QuickBooks Migration, resolving complex issues and improving merchant experiences.

Graduated with a Business Marketing Diploma from Centennial College, where I developed strong skills in market research and branding through hands-on projects

Overview

4
4
years of professional experience
1
1
Certification

Work History

Retail Support Specialist

Shopify
06.2021 - 07.2024
  • Delivered frontline technical support to merchants using Shopify’s Point of Sale (POS) system, assisting with troubleshooting, system setup, and platform optimization to ensure smooth retail operations.
  • Actively contributed to merchant success by offering tailored growth strategies and tips to enhance their business performance within the Shopify ecosystem.
  • Maintained internal support documentation ("Guru Cards") by conducting regular knowledge management reviews to ensure accuracy of images, system details, and troubleshooting procedures used by advisors.
  • Participated in the App Review Project, where I independently managed merchant reviews for Shopify’s POS and Customer View apps during a critical period when dedicated coverage was needed. Provided tailored troubleshooting in response to merchant feedback, escalated unresolved issues, and often helped turn negative reviews (e.g., 1-star) into significantly improved ratings. Earned peer recognition for taking ownership of the project and ensuring timely, effective responses.
  • Served as a QuickBooks Migration Specialist, supporting merchants transitioning from QuickBooks POS to Shopify POS. Gained proficiency in a new migration tool, troubleshooted migration-related issues, and collaborated closely with QuickBooks support via Slack to resolve complex app-based concerns.
  • Regularly collaborated with Shopify’s Retail Technical Team on escalated technical cases, including identifying platform bugs. Successfully used GitHub to file detailed bug reports, contributing to the resolution of a widespread merchant issue.

Junior Support Advisor

Shopify
09.2020 - 06.2021
  • Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
  • Developed strong relationships with clients through regular communication and excellent customer service.
  • Helped entrepreneurs and businesses directly with day problems using the Shopify interface, and
    tailored business growth opportunities for merchants.
  • Proactively focuses on increasing knowledge by using the available personal time to learn about
    the products used daily to better assist merchants during live interactions.
  • Resolved issues with merchants by demonstrating strategic thinking skills and being resourceful.

Education

Business Marketing

Centennial College
Toronto, ON
04-2019

Certificate - Business Foundation

Centennial College
Toronto, ON
04-2017

Skills

  • Effective communication
  • Problem-solving
  • Teamwork and collaboration
  • Attention to detail
  • Strong communication and interpersonal skills
  • Problem-solving abilities
  • Multitasking Abilities
  • Adaptable and flexible
  • Excellent communication
  • Creative thinking
  • Active listening
  • Adaptability and flexibility
  • Verbal and written communication
  • Relationship building
  • Product knowledge

Languages

Portuguese
Native or Bilingual

Certification


  • Viral Marketing and How to Craft Contagious Content - March 2024
  • Communication Strategies for a Virtual Age, University of Toronto - April 2020
  • Marketing on Instagram - May 2019
  • Environics Analytics’ ENVISION software, Environics Analytics - December 2018
  • MOS Word Certification, Centennial College - April 2017

Timeline

Retail Support Specialist

Shopify
06.2021 - 07.2024

Junior Support Advisor

Shopify
09.2020 - 06.2021

Business Marketing

Centennial College

Certificate - Business Foundation

Centennial College

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Laura Pinto