Desiree O.

Serves as the main contact for complex technical escalations regarding Shopify's ecosystem, which includes Liquid code snippets, API integrations, third-party apps, and payment gateway setups. Conducts side-by-side monitoring and 'Ghost Monitoring' sessions to ensure that Teammates deliver accurate and empathetic support that aligns with Shopify's brand voice. Responsible for curating and updating Internal Knowledge Base (KB) articles, translating new Shopify feature releases into actionable workflows for the team. Identifies knowledge gaps and provides 'Upskill Huddles' or one-on-one nesting support to enhance performance. Manages escalations at Tier 2 and Tier 3 levels, de-escalating high-risk churn merchants through technical troubleshooting and relationship management. Analyzes weekly volume drivers to pinpoint 'Pain Points' in the merchant experience and offers feedback to operations and stakeholders to influence product roadmaps. Leads the 'Nesting' phase for new hires, bridging classroom training with live production to meet ramp-up KPIs. Develops and optimizes standard operating procedures (SOPs) aimed at reducing Average Handle Time (AHT) while maintaining quality in merchant interactions.

Managed emails addressing issues for both drivers and riders within the DiDi Australia campaign. Assisted with fare adjustments for riders and drivers experiencing trip-related problems. Provided accurate information regarding DiDi's policies and facilitated communication between riders and drivers regarding lost items. Offered technical support for app-related issues.

Conducted inbound and outbound calls for the Smoke Alarms Australia campaign to schedule annual tests of residential smoke alarms and arrange convenient times for technicians to visit properties. Organized technician schedules to optimize their time using user-friendly technology, while consistently meeting individual and team targets for calls made and appointments booked. In a subsequent campaign for National Advice Network, engaged clients to connect them with licensed financial advisers for assistance with their financial situations.

Handled inbound calls to retain customers interested in disconnecting services with Cricket Wireless. Utilized empathy and discovery to address customer inquiries while promoting brand loyalty. Researched solutions using various tools and systems to assist customers with product and service queries. Collaborated with sales channels on retention efforts and conducted credit applications, service activations, and payment processing.

Responded to client inquiries via calls to understand and resolve their needs, concerns, or product-related issues. Engaged in active listening to confirm and clarify information while de-escalating situations with frustrated clients. Focused on building strong relationships with clients and colleagues based on trust. Employed various software and databases to meet call center metrics and ensure high-quality customer service. Made product recommendations and sales while participating in training to enhance service knowledge.