As a Business Intelligence Analyst at Shopify I helped to build the foundation and scale the use of data in a 3000+ person Support organization for over 3 years. Leveraging my expertise in the business domain, I specialized in creating comprehensive reports and conducting statistical analysis to uncover valuable insights into business trends. By providing data-driven recommendations, I contributed to informed decision-making processes for senior leadership within the Support Organization.My day-to-day work revolved around building robust operational reporting frameworks for 5 distinct lines of business, enabling stakeholders to monitor key performance indicators, identify areas for improvement, and optimize operational efficiency. I am adept at translating complex data sets into meaningful visualizations and actionable insights, facilitating data-driven strategies that drive business growth and customer satisfaction.Throughout my career, I have developed strong analytical and problem-solving skills, coupled with advanced proficiency in data manipulation and visualization tools. By leveraging my technical expertise and business acumen, I effectively bridge the gap between data and strategic decision-making.

During my 3-year tenure as a Researcher in Support at Shopify, I played a pivotal role in enhancing the merchant experience and enabling merchant-informed decision-making within the organization. Through a combination of qualitative and quantitative research methodologies, surveying, and conducting interviews, I gathered valuable insights and feedback from our Support Organization and our Merchants.In this role, I led and completed numerous research projects, providing critical feedback to product managers, product teams, and our Support Leadership. By conducting thorough qualitative analyses, I unearthed nuanced user perspectives, needs, and pain points, informing development and design decisions. Through quantitative research, I also generated statistical insights that guided strategic initiatives and identified trends and patterns.By leveraging my research expertise and effectively communicating findings, I played a key role in driving merchant-informed decision-making, ultimately enabling Shopify to deliver impactful products and services.My responsibilities extended to designing and administering surveys to capture meaningful data and opinions from our Support Organization. I adeptly crafted survey instruments, ensuring the collection of reliable and relevant data that shed light on merchant preferences, internal support perspectives, satisfaction, and pain points.

A Speech Analyst at Shopify wears many hats. On a high level my role here is to develop and implement Shopify's speech program from the ground up. Building out our analytics that measure our interactions with our merchants is my main goal, but every day offers a new challenge in accomplishing that. I provided the product organization research into merchant sentiment on new and old releases, arm our support with vital insight on key interaction metrics for coaching and support debt drivers, and develop automated scoring tools within our analytics program to help us evaluate success metrics in every part of the business. Ultimately we care a ton about our conversations with our merchants and the value that brings the company. My job is to get that information to the right people and provide insight to help shape the future of the company.

As a Support Advisor I focused my time on directly helping and supporting our Merchants day to day via our Support Channels (Chat, Email, and Phones). I spent countless hours helping them to solve business problems ranging from inventory and logistics, pricing decisions, marketing and technical support in using the product.This experience was invaluable for giving me the context I needed for every other role on my resume. Having practical experience solving the problems you are trying to help fix and influence is key to having high impact in any business.

I handle a wide variety of customer requests, providing expert consultative recommendations based on client's needs. I also conduct audits on current services, implement strategies that will meet client's goals. Customer retention, prospecting, and new customer generation are a large part of my position.

I focus on talent qualification, project management, and broadcasting responsibilities. I maintain and operate hardware while providing commentary and engaging with participants. I'm also responsible for quality control and promotion.