Nicole Mcisaac Email & Phone Number

Toronto, On, Ca

Initiated the creation and development of an internal knowledge base documenting all internal process, procedures, and product functionality.Escalated troubleshooting to replicate and resolve issues, working with development and product teams to identify issues and prioritize fixes.Created and led onboarding and training procedures for all new hires (support and otherwise) during a period of high-growth.

Toronto

• Built relationships with numerous clients to create blogs, website material, social media posts, advertising, and marketing collateral aimed at engagement, promotion, and better branding.• Working alongside developers to create engaging website copy for small and local businesses aimed at clearly representing their services and increasing their social media presence.

* Escalated Tier 2 troubleshooting to uncover bugs utilizing internal and external event logging tools, supported developers in configuring a quick resolution, and supported merchants in making their store run more efficiently while contributing to an accurate and up-to-date knowledge base. * Utilized product and platform knowledge to offer support and guidance to frontline advisors. * Created and ran effective mentorship programs and troubleshooting workshops.

Toronto, Canada Area

Regularly high-performing support specialist providing technical support, customer service, and business coaching for merchants using the Shopify platform via email, live chat, and phone. Accomplishments include:- Training new Support Advisors and mentoring colleagues.- Participating in advanced technical support strategies as a Team Support Advisor aimed at utilizing problem-solving capabilities to support my peers and find quick resolutions to merchant frustrations both within my direct teams and in numerous departments throughout Support. - Specialized white glove merchant support on a Shopify-owned app integrating third-party channels, working cross-functionally with developers and third-party teams.

• Developed, managed, and executed an ongoing content plan and calendar for multiple social media communities and blogs; working with design, public relations, and customer service teams to rebuild all profiles while staying on brand.• Monitored all social media and news mentions while responding to customer service inquires through social media. • Collaborated with the Analytics and PR teams to pull data that accurately represented a curated story to proactively pitch to media. • Created, disseminated, and analyzed weekly surveys to get feedback from our members to bolster press releases.• Worked with copywriter to create, edit, and refine press releases.

Toronto, Canada Area

• Worked with an international team of developers, SEO experts, and strategists to write SEO-optimized website content and blogs for IT firm clients, one of whom won the Cisco award for Digital Marketing.• Strategically developed holistic client campaigns including website copy, social media posts, downloadable assets, as well as blog topic ideation and execution aimed at increasing lead conversion.• Established internal documents such as a style guide and brand voice/buyer persona document.

• Worked with world-renowned brands to execute social listening strategies aimed at engagement, moderation, and customer service.• Monitor and engage on brand social profiles, including Facebook, Twitter, and custom platforms, acknowledged conversational trends and escalated customer care concerns when necessary.

Toronto, Canada Area

• Assisted in the development of various social media campaigns, including managing a national Twitter contest.• Scheduled daily updates on several social media outlets for multiple clients including Linkedin, Twitter and Facebook while creating training procedures for all staff on using each social media platform–for both personal and corporate use.• Tracked and analyzed social media metrics, with an up-to-date log using site-specific metrics, Hootsuite Analytics and Google Analytics.• Created original content and editorial schedules for both Inked blog and clients’ blogs, ranging in topic from event planning to beauty.• Formulated and disseminated press releases promoting client events and activities.• Acted as media check-in at large scale events, organizing invites and RSVP's beforehand.

• Wrote engaging, well-researched content that helps readers choose a hotel near their destination in cities across Canada, specializing in the Greater Toronto Area, Edmonton and Vancouver.• Contributed over 160 content pages, regularly adhering to tight deadlines without sacrificing quality content.• Participated in two content development testing initiatives, by creating new content, testing and providing suggestions and feedback.

Lopburi, Thailand

• Conducted conversational English classes, including phonics lessons for levels ranging from Kindergarten to Grade 6.• Worked within a team to help organize and execute summer camps.

• Monitored numerous social media sites to determine trends, discussions, and engagements surrounding the Nissan and Infiniti brands, created daily reports, and escalated situations to head office when needed.• Placed calls to Nissan and Infiniti customers regarding proper maintenance of their vehicles and to aid in arranging appointments at their local dealership, maintaining a 78% conversion rate.

Etobicoke, Toronto

• Trained new co-workers while overseeing activities and transactions of employees throughout the department, rising from Cashier to After Sales Coordinator due to proven competency.• Continuously self-taught on computer programs and processes used to effectively resolve customer service issues.• Created an up-to-date manual for use by all coworkers in the After Sales department.•Satisfied accelerated customer problems as well as executing returns, consistently balancing a cash flow.

• Updated blog content and reported on urban affairs issues that relate to public space, transportation and Toronto's urban landscape.• Curated a daily round-up of all local news headlines.

Pitched and wrote stories on a daily deadline for both the paper and web.

Contributed human interest stories relating to Toronto's Liberty Village and Annex neighbourhoods

• Acquired front page copy due to excellence in research• Conducted interviews and engaged contacts by embracing a multitude of cultures, with the occasional help of interpreters.

Print Journalism

• Online Managing Editor for Convergence Magazine responsible for overseeing a team of four in publishing online using basic HTML, as well.

Tefl Certificate, Teaching English As A Second Or Foreign Language/Esl Language Instructor

Media Foundation

Achieved certificate with honours