Josh B. Email & Phone Number

Ottawa, Canada Area

• ️ Monitored social media channels for mentions of outages, bugs, and other PR situations and assessed potential impact of posts and executed escalation protocols.
• ️ Acted as a liaison (SOC) between the social care team and the incident response team, relaying critical information about outages and bugs reported by users on various social platforms
• ️ Coordinated with the incident response team by providing detailed, real-time reports on emerging issues, de-escalating tense conversations with merchants/partners in public and private interactions.
• ️ Assisted in developing and implementing communication strategies for addressing widespread issues and outages on social media
• ️ Created detailed postmortem reports with Brandwatch regarding outages or newsworthy Shopify PR to inform stakeholders of scope of volume and sentiment.
• ️ Created evergreen support solutions for a community forums channel, effectively addressing common issues and enhancing user self-service capabilities.

Ottawa, Canada Area

• ️ Provided exceptional customer service via Phones, Live Chat, and Email by responding to inquiries, resolving issues, and ensuring a positive customer experience.
• ️ Specialized in the ‘Voice of the Merchant’ project. ➥Offered proactive phone support to dissatisfied merchants who had unresolved support experiences contacting Shopify
• ️ Engaged in Shopify’s in-office live support events, providing business coaching and insights to new and prospective businesses on building their presence on our platform.
• ️ Built customer relationships and enhanced brand loyalty by addressing concerns promptly and professionally.
• ️ Participated in previous Shopify Bug Hunts to identify issues with a soon-to-launch features such as formatting, unresponsive buttons, discrepancies across devices or browsers, and other unexpected behaviors.

Hamilton, ON

• ️ Conducted extensive keyword research to identify high-impact keywords and phrases to drive targeted traffic.
• ️ Optimized website content, including meta tags, headers, and on-page elements, to improve search engine rankings and enhance user experience.
• ️ Developed and executed link-building strategies to increase website authority and improve organic search rankings.
• ️ Performed comprehensive SEO audits to identify and rectify technical SEO issues, ensuring optimal site performance and indexability.
• ️ Utilized analytics tools such as Google Analytics and SEMrush to monitor website performance, track key metrics, and adjust strategies accordingly.
• ️ Collaborated with content creators to develop SEO-friendly content that aligns with overall marketing goals and strategies.

John C. Munro Hamilton International Airport

- Read and interpret aircraft weight and balance loading instructions, hazardous material identification labels, aircraft loading manifests, and baggage routing tags.- Worked in a team-focused environment with minimal supervisor oversight.- Member of the employee response committee. - Analyzed employee satisfaction data - Helped improve overall employee.

Advanced Diploma, Coursework In Chemical Engineering

Diploma, General Arts And Sciences