Summary
Overview
Work History
Education
Skills
Software
Certification
Freelance Work
Timeline
Work Availability
Nicholas Higuera

Nicholas Higuera

E-commerce Software Support
Winnipeg,MB
Your time is limited, so don’t waste it living someone else’s life.
Steve Jobs

Summary

Merchant Success expert within the SaaS industry with multiple years of hands on experience leading a dedicated team within Customer Support that focuses on a suite of B2B apps built for an e-commerce platform.


Growth forward mindset with a solid grasp on understanding all the stages of a customer journey, in addition with possessing advanced technical aptitude which allows for supporting and educating both customers and team members on how to navigate software with ease. Extremely fast learner who can effectively and efficiently master new platforms and CSM strategies.

Overview

8
8
years of professional experience
1
1
Certificate
2
2
Languages
15
15
years of post-secondary education

Work History

Software Support Manager

Shop Circle
London, Remote
10.2022 - Current
  • Engaged with customers to ensure retention and reduce churn by decreasing the number of uninstalls.
  • Played instrumental role in client satisfaction by working with product teams for proper resolution of service issues.
  • Develop workflows and facilitate cross team meetings throughout various time zones to ensure core apps maintain consistent level of support throughout all business units.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Worked alongside high level executives to ensure the success of the Business Unit and customers.
  • Facilitate training, monitoring and mentoring to new and existing team members to strengthen product knowledge and performance.
  • Adhere to KPI's and effectively communicate results amongst team members to ensure company objectives are achieved.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.



Merchant Success Lead

Bold Commerce
Winnipeg, MB
08.2020 - 10.2022
  • Collaborated across multiple departments on improving the platform, decrease churn, address customer retention, and effectively apply company OKRs.
  • Led a dedicated team within the Merchant Success department that worked on 8 core apps.
  • Continuously trained and delegated tasks to team members to meet deadlines and ensure customers consistently received the support needed in a timely manner.
  • Assisted merchants with escalations and worked directly with developers and project managers to assess bugs and prioritize JIRA tickets.
  • Interacted well with customers to build connections and nurture relationships.
  • Reported issues to higher management with great detail.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Contributed to the platform roadmap through user research.
  • Organized 1:1 sessions with team members to assist with their personal and professional growth on performance.


Technical Support Trainer

Bold Commerce
Winnipeg, MB
06.2019 - 08.2020
    • Trained 10+ new employees in specific Merchant Success Specialist position requirements, while being a constant resource to existing employees.
    • Utilized Confluence to document training guides and app updates to provide employees with in-depth and relevant resources.
    • Delivered relevant and constructive feedback to executives regarding employee performance and training requirements.
    • Developed and facilitated training courses, setup and maintenance for document control systems.
    • Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.

Merchant Success Specialist

Bold Commerce
Winnipeg, MB
07.2018 - 06.2019
    • Utilized Chrome Development tools to investigate and effectively troubleshoot app conflicts.
    • Devised and documented solutions utilizing Confluence and JIRA for Shopify-Bold app related issues.
    • Facilitated cross-team collaboration across multiple departments including Product and Development teams to investigate and resolve app escalations.
    • Lead with empathy while working directly with merchants through various mediums including, email, phone and chat to understand and resolve all concerns or obstacles.
    • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

E-Commerce Sales Specialist

Best Buy Canada
Winnipeg, MB
07.2017 - 07.2018
    • Received and processed online order into inventory management system.
    • Ensured online orders were consistently dispatched to customers in a timely manner.
    • Created plans and effectively communicated deadlines to ensure projects were completed on time.
    • Worked directly with customers to address and efficiently resolve any order concerns.
    • Improved operations through consistent hard work and dedication.
    • Utilized coordination and time management skills to achieve results according to schedule.
    • Assisted in setup of order placement for high value customers.

Sales Associate

Best Buy Canada
Winnipeg, MB
04.2016 - 06.2017
  • Engaged with customers to understand their needs and build rapport and customer loyalty.
  • Helped customers locate products and utilized store systems to check for merchandise either online or other locations.
  • Effectively executed the ability to multi-task in a consistently high-paced environment.
  • Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
  • Recommended accessories and complementary purchases to boost revenue.

IT Intern

University of Manitoba
Winnipeg, MB
07.2015 - 12.2015
  • Supported computer laboratory users with hardware, software, and connectivity issues across both Windows and Mac platforms.
  • Assisting Students in all faculties with management of permissions and account security
  • Password recovery assistance and account management.

Education

Certification - Customer Success Management

York University, Toronto, ON
01.2024 - 03.2024

Bachelor of Science - Mathematics And Computer Science

University of Manitoba, Winnipeg, MB
09.2015 - 05.2022

NanoDegree - Front End Web Development

Udacity, Online
04.2019 - 09.2019

Associate of Science - Science

International College of Manitoba, Winnipeg, MB
09.2011 - 04.2014

College/University Preparatory - Advanced High School/Secondary Diploma Program

Fundacion Universitaria San Martin, Bogota, Colombia
01.2011 - 04.2011

High School Diploma -

Colegio Cambridge International Education, Bogota, Colombia
01.2006 - 12.2010

Skills

Communication skills

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Software

SFDC

Chrome Dev Tools

Google Suite

Confluence

MS Office

VS Code

Postman

Git

JIRA

Zendesk

TogglTrack

Slack

Freshworks Suite

Asana

Certification

CCSM Level 1 by SuccessCOACHING

Freelance Work

Web Development Apr-Aug 2023 - Beros (berosplan.com)Website page design and development for a small Stationery Shopify Online Store

  • Using CSS and styling techniques adjusted website to fulfill the requirements.
  • Created webpages and implemented products and blogs.
  • Leveraging Shopify custom theme blocks implemented changes to the store.
  • Configured Shipping and Tax rules.

Web Development Jun-Aug 2022 - Inland Fine Furnishings (inlandmade.com)Created Email templates in Order Printer Pro for the Shopify Ecommerce online system

  • Transformed stock templates utilizing a combination of HTML and CSS to match the requested template design required by the business.
  • By leveraging Shopify Liquid templating and data connectors was able to create dynamic data input into the template.
  • Created (Order, Estimate, Packing Slips and Work Order) templates to match directly the needs of the business.

Timeline

York University - Certification, Customer Success Management
01.2024 - 03.2024

CCSM Level 1 by SuccessCOACHING

09-2023
Software Support Manager - Shop Circle
10.2022 - Current
Merchant Success Lead - Bold Commerce
08.2020 - 10.2022
Technical Support Trainer - Bold Commerce
06.2019 - 08.2020
Udacity - NanoDegree, Front End Web Development
04.2019 - 09.2019
Merchant Success Specialist - Bold Commerce
07.2018 - 06.2019
E-Commerce Sales Specialist - Best Buy Canada
07.2017 - 07.2018
Sales Associate - Best Buy Canada
04.2016 - 06.2017
University of Manitoba - Bachelor of Science, Mathematics And Computer Science
09.2015 - 05.2022
IT Intern - University of Manitoba
07.2015 - 12.2015
International College of Manitoba - Associate of Science, Science
09.2011 - 04.2014
Fundacion Universitaria San Martin - College/University Preparatory, Advanced High School/Secondary Diploma Program
01.2011 - 04.2011
Colegio Cambridge International Education - High School Diploma,
01.2006 - 12.2010

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Nicholas HigueraE-commerce Software Support