FP
Open to opportunities

Finn Ploom

@finnploom

Dedicated support operations professional with a focus on customer satisfaction.

Canada
Message

What I'm looking for

I am looking for a role that values customer satisfaction, offers growth opportunities, and fosters a collaborative environment.

I am a dedicated support operations professional with extensive experience in enhancing customer satisfaction and improving service delivery. My journey began at Shopify, where I contributed to initiatives that significantly improved the Net Promoter Score (NPS) for support interactions. I collaborated with various support teams to refine customer feedback processes and implement best practices, which led to increased efficiency and accuracy in handling customer inquiries.

During my tenure at Shopify, I held multiple roles, including Product Line Specialist and Technical Merchant Support. I played a pivotal role in the release of POS hardware and software products, conducting QA testing to ensure smooth launches across diverse markets. My ability to streamline issue resolution processes and optimize release cycles has consistently enhanced customer satisfaction and operational efficiency.

Currently, I work as a Delivery Driver for Instacart, where I manage multiple deliveries daily while maintaining high levels of customer satisfaction. My diverse experience in both technical support and customer relations has equipped me with the skills necessary to thrive in dynamic environments, and I am eager to leverage my expertise in future opportunities.

Experience

Work history, roles, and key accomplishments

IN
Current

Delivery Driver

Instacart

Feb 2024 - Present (1 year 5 months)

Efficiently manage multiple deliveries per day, ensuring timely and accurate delivery services to customers across the Saint John and Fredericton area. Communicate effectively with customers regarding order status and potential delays, maintaining a high level of customer satisfaction and trust.

SH

Product Line Specialist - Retail

Shopify

Jul 2019 - Dec 2021 (2 years 5 months)

Collaborated with cross-functional Product and Development teams to facilitate the release of multiple POS hardware and software products, conducting QA testing to ensure smooth launches across diverse regions and markets. Streamlined the issue resolution process, enabling frontline teams to diagnose and resolve technical issues live, reducing the need for escalations and enhancing customer satisf

SH

Technical Merchant Support

Shopify

Feb 2016 - Jul 2019 (3 years 5 months)

Provided technical support to an average of 30 merchants daily, exceeding key performance indicators (KPIs) while fostering positive client relations and ensuring seamless e-commerce operations. Collaborated on the development and implementation of customer incident response plans, enhancing effectiveness of service delivery.

Education

Degrees, certifications, and relevant coursework

Finn hasn't added their education

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Tech stack

Software and tools used professionally

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Finn Ploom - Delivery Driver - Instacart | Himalayas