Summary
Overview
Work History
Education
Skills
Tool Proficiency
Timeline
Generic

Lincoln Airey

Calgary,AB

Summary

Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed.

Overview

5
5
years of professional experience

Work History

Fulfillment Team Lead

Shopify Logistics
07.2022 - 05.2023
  • Demonstrated ability to lead and inspire a team of 9 support specialists to deliver outstanding client service and meet performance targets; through strong coaching, Quality Assurance (QA) processes and mentoring skills to foster professional growth and technical development.
  • Ensured the team possesses the tools and knowledge required to troubleshoot a wide range of technical issues and provide timely and accurate resolutions including software training (FMS, WMS, ERP) Facilitated additional training and resources as needed to improve the team's knowledge of software applications, processes and workflows.
  • Skilled in analyzing support workflows, identifying areas for improvement, and implementing strategic solutions to streamline operations and enhance efficiency
  • Created feedback loops to RnD, engineering teams, and senior leadership to improve the client experience.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Demonstrated ability to communicate effectively with diverse stakeholders, including executives, IT teams, data science, marketing, finance, and external parties. Capable of conveying technical information in a clear and non-technical manner to ensure a shared understanding. Comfortable working with teams across different organizational levels for cross-functional collaboration to aid in resolving issues.
  • Created and initiated projects for technical support teams based on workflow inefficiencies, and feedback loops. Acted as a project manager from initiation to completion, defining project scope, allocating resources, and determining feasibility.
  • Previous projects include: Audit and redesign of the internal knowledge management library, and created a standardized approach and templates for resources. Audited internal documentation on client requests to ensure accuracy of information and billing. Restructured Incident Response SOP to better align with goals and objectives within the organization.

Support Specialist

Shopify Logistics
09.2019 - 07.2022
  • Primary point of contact to the clients fulfillment needs and requirements.
  • Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
  • Proficient in troubleshooting a wide range of complex technical issues while providing client education.
  • Account management responsibilities of nurturing long-term relationships and developing client market growth by utilizing business strategies through the lens of logistic services.
  • Demonstrated ability to identify growth opportunities, upsell and cross-sell products and services that benefit the client and help reduce their pain points.
  • Coordinated with product development teams to address client feedback and feature requests, contributing to product enhancements and improved satisfaction.
  • Supported peers in their day to day tasks by facilitating learning opportunities and helping answer client questions or learn technical solutions
  • Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.

Enterprise Rent-A-Car / Management Trainee

03.2018 - 09.2019
  • Effectively ensured the satisfaction of customers by fulfilling and enforcing rental contracts while educating them on the terms of the agreement.
  • Cultivated professional relationships with customers to create memorable experiences and drive long term value.
  • Increased per sales revenue with the inclusion of additional services by implementing customer-centered sales techniques.

Education

BBA - Marketing

Okanagan College
01.2017

Skills

  • Team Leadership
  • Technical Troubleshooting
  • Communication
  • Adaptability
  • Critical Thinking
  • Problem Resolution
  • Coaching and Mentoring
  • Performance monitoring
  • Online marketing strategies

Tool Proficiency

  • Guru
  • Asana
  • WMS/FMS
  • Mode
  • G Suite
  • Zendesk
  • Jira
  • Maestro
  • Photoshop
  • Slack

Timeline

Fulfillment Team Lead

Shopify Logistics
07.2022 - 05.2023

Support Specialist

Shopify Logistics
09.2019 - 07.2022

Enterprise Rent-A-Car / Management Trainee

03.2018 - 09.2019

BBA - Marketing

Okanagan College

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Lincoln Airey