Finn Ploom
@finnploom
Dedicated support operations professional with a focus on customer satisfaction.
CanadaWhat I'm looking for
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
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.
Support Operations
Shopify
Feb 2016 - May 2023 (7 years 3 months)
Collaborated with a range of support teams to enhance business operations and improve service delivery. Contributed to initiatives that improved the Net Promoter Score (NPS) for support interactions by refining customer feedback processes and implementing best practices.
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
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
Don't worry, there are 90k+ talented remote workers on Himalayas
Availability
Location
CanadaAuthorized to work in
Job categories
Interested in hiring Finn?
You can contact Finn and 90k+ other talented remote workers on Himalayas.
Message FinnFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
