Maggie Tran Email & Phone Number

Montreal, Qc, Ca

Montreal, Quebec, Canada

• Provide visibility into what product teams are working on, timelines, and risks so leadership and the rest of Shopify know what’s shipping, by when, and for whom.• Own the rituals for alignment, accountability and feedback, and driving their rhythm. • Ensure the right people are involved in the right projects at the right time and managing Shopify wide communication.• Understand blinds spots, identifying and escalating risks across projects to Product Leadership.• Build a… Show more • Provide visibility into what product teams are working on, timelines, and risks so leadership and the rest of Shopify know what’s shipping, by when, and for whom.• Own the rituals for alignment, accountability and feedback, and driving their rhythm. • Ensure the right people are involved in the right projects at the right time and managing Shopify wide communication.• Understand blinds spots, identifying and escalating risks across projects to Product Leadership.• Build a culture of transparency, where we share issues openly and celebrate successes together.• Create and sharing content for collective clarity on purpose, priorities and progress.• Develop a deep understanding of how teams work and what’s in their way, to solve bottlenecks, streamline communication, and help them focus and move faster to make merchants successful.• Build and develop relationships with key stakeholders to improve efficiency, effectiveness and escalate areas of opportunities/risks to Product Leadership Show less

Montreal, Quebec, Canada

Montreal, Quebec, Canada

• Led a team of 10 application specialists for the domains of Subscription (UBISOFT+), Storefront (Salesforce commerce cloud), Order Management System (TECSYS), Fraud, and Payment operations.• Collaborated with QA, Front-end/Back-end developers, project managers, frontline, customer support teams, and streamlined communications during incidents.• Monitored and managed JIRA backlog, if necessary, intervened to diagnose and resolve issues.• Created JIRA ticket automation and project… Show more • Led a team of 10 application specialists for the domains of Subscription (UBISOFT+), Storefront (Salesforce commerce cloud), Order Management System (TECSYS), Fraud, and Payment operations.• Collaborated with QA, Front-end/Back-end developers, project managers, frontline, customer support teams, and streamlined communications during incidents.• Monitored and managed JIRA backlog, if necessary, intervened to diagnose and resolve issues.• Created JIRA ticket automation and project workflows.• Identified and prepared processes to mitigate risks on new features for live operations.• Understood the synergy between various internal teams within E-commerce and Ubisoft.• Assessed risks on new features and provided solutions where applicable.• Organized, attended, and participated in stakeholder meetings.• Built relationships with key stakeholders to improve efficiency and collaboration.• Coordinated sprint/release planning with Business using Agile/Scrum methodologies.• Elaborated on the E-commerce workflows to include structured process steps and simplified complex concepts into clear, easy-to-understand communications.• Updated flowcharts, processes, and road maps.• Created and maintained Confluence documentation.• Provided feedback and guidance to team members. Show less

Montreal

Leadership role:• Led the Subscription Service (UBISOFT+) LiveOps team.• Organized and actively participated in weekly meetings, providing vital status updates on the health of the Subscription ecosystem.• Fostered open communication and strong collaboration, maintaining key relationships with Frontline, CS Operations, QA, LQA business, finance, devs, and production teams.• Mentored and trained new recruits, delegating tasks effectively to achieve team goals.Technical… Show more Leadership role:• Led the Subscription Service (UBISOFT+) LiveOps team.• Organized and actively participated in weekly meetings, providing vital status updates on the health of the Subscription ecosystem.• Fostered open communication and strong collaboration, maintaining key relationships with Frontline, CS Operations, QA, LQA business, finance, devs, and production teams.• Mentored and trained new recruits, delegating tasks effectively to achieve team goals.Technical role:• Provided comprehensive Level 1 to Level 3 analysis and internal support for the subscription service UBISOFT+, serving as the primary point of contact between Ubisoft Customer Relation Center/CS, Business, Finance, LQA, and IT.• Offered technical expertise and support for global E-Commerce infrastructure, with a primary focus on Front-end application (Salesforce Commerce Cloud) & Back-end application (Zuora).• Identified, researched, troubleshot, and resolved basic to critical functional and technical issues.• Conducted thorough root-cause analysis, communicated incident reports, and provided valuable post-mortem analysis to all levels of the business.• Expertly managed JIRA tickets and project workflow, enhancing efficiency and project success.Monitoring role:• Analyzed data using SQL queries, generating informative reports, and conducted daily monitoring using specific KPIs to proactively maintain the optimal health of the e-commerce system.• Monitored the e-commerce system in real-time, promptly responding to incidents/degradations, and effectively communicated with all affected parties.Documentation role:• Ensured smooth incident tracking and efficient follow-up of stakeholders' requests.• Created, updated, and improved internal documentation in Confluence, contributing to enhanced team knowledge and streamlined processes.• Updated organization tools, flowcharts, processes, and roadmaps. Show less

Montreal

• Provided Level 1 & Level 2 technical analysis, monitoring, and support for global E-Commerce infrastructure, with a focus on Front-end application (Salesforce Commerce Cloud) & Back-end applications (Order Dynamics).• Identified, analyzed, and resolved basic functional/technical issues.• Utilized ITIL v4 for incident management, change management, and continual improvement, aligning IT services with business needs.• Held responsibility for tracking incidents and diligently… Show more • Provided Level 1 & Level 2 technical analysis, monitoring, and support for global E-Commerce infrastructure, with a focus on Front-end application (Salesforce Commerce Cloud) & Back-end applications (Order Dynamics).• Identified, analyzed, and resolved basic functional/technical issues.• Utilized ITIL v4 for incident management, change management, and continual improvement, aligning IT services with business needs.• Held responsibility for tracking incidents and diligently following up on user requests, ensuring prompt resolution.• Monitored the health of E-Commerce infrastructure, taking necessary actions to resolve issues and maintain system integrity.• Documented, dispatched, and escalated requests efficiently across all levels of the organization.• Managed user permissions for tools as per project and team requirements, enhancing productivity and data security.• Performed vital application and system administration tasks on Salesforce, including managing scheduled jobs.• Created and maintained up-to-date internal documentation in Confluence.• Effectively managed, created, and maintained JIRA project workflows. Show less

• Provided multilingual player support to the popular AAA Battle Royale Game, offering assistance for Cooperative Shooter-Survival, Creative Mode, and Battle Royale Mode.• Possess expert knowledge in CRM and Help Desk systems (i.e Zendesk)• Monitored and screened various social media platforms (Twitter, Instagram, Facebook, Mixer, Twitch) as part of the Creator program.• Provided technical troubleshooting for consoles, mobile, and desktop platforms, conducting thorough examinations… Show more • Provided multilingual player support to the popular AAA Battle Royale Game, offering assistance for Cooperative Shooter-Survival, Creative Mode, and Battle Royale Mode.• Possess expert knowledge in CRM and Help Desk systems (i.e Zendesk)• Monitored and screened various social media platforms (Twitter, Instagram, Facebook, Mixer, Twitch) as part of the Creator program.• Provided technical troubleshooting for consoles, mobile, and desktop platforms, conducting thorough examinations of hardware specifications and error logs to resolve issues promptly.• Efficiently managed Fraud detection, investigating, classifying, and prioritizing fraudulent user and payment activities.• Collaborated closely with developers, effectively bringing attention to and resolving undocumented issues to enhance player experience.• Created reference documents and devised comprehensive training materials and tools to onboard and support new hires effectively. Show less

Montreal, Qc

• Cultivated a vibrant learning environment as a dance teacher, instructing students in various dancing techniques and closely monitoring their progress to ensure continuous improvement.• Skillfully adapted teaching methods to cater to individual student needs, providing personalized guidance and crafting challenges that motivated students to elevate their skills to the next level.• Encouraged teamwork and collaboration, promoting camaderie and confidence building.• Provided… Show more • Cultivated a vibrant learning environment as a dance teacher, instructing students in various dancing techniques and closely monitoring their progress to ensure continuous improvement.• Skillfully adapted teaching methods to cater to individual student needs, providing personalized guidance and crafting challenges that motivated students to elevate their skills to the next level.• Encouraged teamwork and collaboration, promoting camaderie and confidence building.• Provided constructive feedback and constructive criticism to help students refine their techniques.• Fostered a positive and inclusive atmosphere, making dance accessible to students of all ages and skill levels.• Fostered a lifelong passion for dance in students, nurturing their growth not only as dancers but also as confident and expressive individuals. Show less

Saint-Laurent, Qc

• Supported the sales team by conducting comprehensive customer relations analysis, identifying key insights to enhance client satisfaction and drive business growth.• Maintained and updated online content and storefront. • Spearheaded portfolio design initiatives, curating captivating marketing materials that effectively showcased products and services to target audiences.• Seamlessly managed the Order Management System, streamlining order processing and inventory management to… Show more • Supported the sales team by conducting comprehensive customer relations analysis, identifying key insights to enhance client satisfaction and drive business growth.• Maintained and updated online content and storefront. • Spearheaded portfolio design initiatives, curating captivating marketing materials that effectively showcased products and services to target audiences.• Seamlessly managed the Order Management System, streamlining order processing and inventory management to optimize efficiency and meet customer demands.• Served as a central point of contact between manufacturers, business owners, and clients, skillfully addressing concerns and ensuring smooth communication and collaboration.• Collaborated closely with a web designer, overseeing the management of online content. Show less

Place Montreal Trust, Montreal, Qc

• Demonstrated a customer-focused approach, ensuring exceptional customer service by closely following up with clients, understanding their needs, and providing detailed product information to facilitate successful sales transactions.• Executed all merchandising tasks, including floor sets, while demonstrating comprehensive product knowledge across all product concepts.• Exhibited a commitment to personal integrity by adhering to Loss Prevention practices and policies and consistently… Show more • Demonstrated a customer-focused approach, ensuring exceptional customer service by closely following up with clients, understanding their needs, and providing detailed product information to facilitate successful sales transactions.• Executed all merchandising tasks, including floor sets, while demonstrating comprehensive product knowledge across all product concepts.• Exhibited a commitment to personal integrity by adhering to Loss Prevention practices and policies and consistently following published work schedules.• Efficiently handled cash transactions and performed various operational tasks, ensuring overall store organization and housekeeping to create a welcoming shopping environment for customers.• Consistently exceeded monthly and quarterly sales targets, achieving recognition as a top-performing sales associate within the team.• Received commendations from management for exceptional customer service skills and ability to build strong rapport with clients, resulting in increased customer retention.• Acted as a product expert during training sessions, equipping new hires with in-depth product knowledge, and sales techniques to improve team performance. Show less

Fairview Pointe Claire, Pointe-Claire, Qc

• Leveraged extensive product knowledge acquired through brand trainings and in-store colour technologies to determine clients' specific needs, offering tailored product recommendations.• Engaged clients in personalized makeup consultations, skillfully applying products to showcase their benefits and educating them on their usage.• Played an active role in training and educating fellow team members, sharing expertise and contributing to a knowledgeable and cohesive sales team.•… Show more • Leveraged extensive product knowledge acquired through brand trainings and in-store colour technologies to determine clients' specific needs, offering tailored product recommendations.• Engaged clients in personalized makeup consultations, skillfully applying products to showcase their benefits and educating them on their usage.• Played an active role in training and educating fellow team members, sharing expertise and contributing to a knowledgeable and cohesive sales team.• Upheld high safety and tidiness standards at all times, ensuring a clean and welcoming shopping environment for customers.• Effectively communicated any inventory issues or concerns to Supervisors, Assistant Managers, or the Store Manager.• Ensured full compliance with sampling policies and procedures, promoting brand awareness and product familiarity among clients.• Actively participated in inventory control initiatives, contributing to accurate stock management and minimizing discrepancies.• Received positive feedback from customers for exceptional service and valuable product recommendations. Show less

Bachelor Of Science - Bs, Environmental Geography

• Proficiently gathered and interpreted statistical data to gain valuable insights into environmental dynamics. • Acquired technical.

Diploma Of College Studies (Dcs), Health Science

Activities and Societies: Hallyu Club Dance Instructor/Member October 2010 - April 2011 • Instructed and led dance classes, fostering.

High School, Pure And Applied Sciences

Activities and Societies: Conceptualized and painted the library mural (80"​ x 180'​) in a team of 3.