Nanyen Lin Email & Phone Number

Waterloo, ON, CA

Toronto, Ontario, Canada

Mississauga, Ontario, Canada

• Responsible for HRIS system and ensuring timely updates of employee information, data integrity and support with reporting requests
• Coordinate, validate payroll in collaboration with Business Partners to provide to payroll team with additions, changes, updates on a semi-monthly basis for process
• Support the onboarding process of new hires and to ensure a positive employee experience
• Responsible for HR projects, programs and initiatives at both an adhoc and regular basis

Waterloo, Ontario, Canada

• Generate, create and update products, content, and promotions
• Manage customer service, issue resolution and feedback from customers
• Facilitate and perform procurement of new inventory and supplies
• Develop and implement marketing strategies to grow customer base, currently resulting in an increase of 20.15% of returning customers and increase of 1.09% in conversion compared to last year
• Design and maintain the online shop using Shopify and optimize the shopping experience

Waterloo, Ontario, Canada

• Support the administrative needs of Business Partner Directors simultaneously to optimize their time and allow them to focus on strategic initiatives
• Track leadership and team priorities and proactively follow through on them across the organization
• Execute logistical needs for team activities, including project reviews, events, workshops, homesites, and off-sites
• Contribute to team rituals, team projects, and cultural team initiatives

• Adhered to a daily schedule that includes a mix of phones, three (3) simultaneous chats, and emails and ensured quick response by answering tickets within the same day
• Acted as a business coach and think about the merchant’s business holistically when offering needs-based solutions
• Advocated for merchants and the Shopify platform by communicating with stakeholders

Waterloo, Ontario

• Managed 7-10 ongoing projects in the Customer Support Operations department at a time, varying from products to internal tools & technology
• Launched the BlackBerry Technical Support Services for Third-Party Products program; worked with partners such as Lookout, Branchfire, Zimperium, Blue Cedar Networks, and Check Point Software Technologies
• Assisted the NPI Manager of Portfolios with customer experience management for products contained in the Values Added Services portfolio
• Defined and managed a project management process and championed ongoing process improvement initiatives to implement best practices for Agile Project Management
• Lead and delivered several end-of-life projects for BlackBerry products

Waterloo, Ontario

• Developed communication strategies to fill the gap within the department of Customer Service Operations
• Integrated the customer support experience between BlackBerry and the new acquisition of Good Technology
• Managed and completed the BlackBerry Hub+ launch, partner support program, and licensing optimization projects

Cambridge, Ontario

• Led and managed cross-functional teams to achieve successful project launches by the deadlines
• Developed creative and innovative ways to improve the operations of the organization and to create new opportunities
• Determined strategies and goals for implementing action plans, and evaluated the process and results
• Supported various developer outreach programs including account management in Salesforce, partner communications, and program expansion opportunities

Toronto, Canada Area

• Communicated with partner businesses on behalf of customers to resolve complaints
• Identified gaps, issues and improvements in the functions at the customer service desk
• Up sold customers on inbound customer calls
• Coordinated processes to ensure that information systems support departmental business operational needs
• Planned and reviewed day-to-day shipping/​warehouse operations to assure meeting established shipping schedules economically while maintaining quality standards.​