Interacting with merchants daily over phones, chats, and email to provide the highest quality of technical and setup assistance, troubleshooting, business consulting, business solutions, reporting and analytics, HTML and CSS code customizations, escalation of urgent and/or unknown issues to higher support teams, and supply resources for self-learning. Working efficiently and independently from home while also being part of a small squad of Gurus spread throughout Ontario, assisting each other in problem solving, live coaching, training, and moral support through an internal online group chat system.- Performed as an Incident Response “Fire Fighter” by providing exceptional support in tough interactions and de-escalating potential Public Relations scenarios by implementing different techniques for handling confrontational individuals to calm down and work with the individual in finding a proper solution to their problems.- Coached fellow Gurus through difficult conversations with irate or frustrated merchants by coaching them live to allow them to solve the situation on their own without interfering in the flow of their conversation. - Maintained a monthly “Smiley” average of above 90% for all 3 support channels (based on merchant feedback) by maintaining quality of support given and connecting with each merchant to build rapport and better understand their business in order to assist them make the best strategies moving forward.

Received large number of incoming internal and external calls to assist current and arriving guests. Managed fellow employees from multiple departments (Housekeeping, Engineering, Food and Beverage, Room Service and Maintenance) to deal with urgent issues and spontaneous requests. Delegated tasks to serve guests and to resolve issues in a timely and efficient manner.