Case Studies
Implementing and Elevating NPS at ThriveCart: A...
I designed and implemented ThriveCart’s first-ever NPS tracking system, transforming it from an unmeasured metric into a core company-wide initiative. By building structured reporting, educating stakeholders, and recommending a dedicated...
Implementing and Elevating NPS at ThriveCart: A...
I designed and implemented ThriveCart’s first-ever NPS tracking system, transforming it from an unmeasured metric into a core company-wide initiative. By building structured reporting, educating stakeholders, and recommending a dedicated...
ThriveCart Refund Process: Turning Data into Ac...
I transformed ThriveCart’s refund strategy by shifting leadership’s focus from restricting refunds to addressing root causes. Through data-driven insights, I identified key product and support pain points driving refund requests....
ThriveCart Refund Process: Turning Data into Ac...
I transformed ThriveCart’s refund strategy by shifting leadership’s focus from restricting refunds to addressing root causes. Through data-driven insights, I identified key product and support pain points driving refund requests....
ThriveBot: From Concept to Execution
I designed, built, and launched ThriveBot, an AI-driven chatbot that reduced ticket volume by 42% and improved response times by 36%, allowing support agents to focus on complex cases. By...
ThriveBot: From Concept to Execution
I designed, built, and launched ThriveBot, an AI-driven chatbot that reduced ticket volume by 42% and improved response times by 36%, allowing support agents to focus on complex cases. By...
Building ThriveCart’s Support Organization from...
I transformed ThriveCart’s support function from an unstructured, two-person team into a fully operational department, reducing first response time from 6 days to under 1 hour. By implementing structured workflows,...
Building ThriveCart’s Support Organization from...
I transformed ThriveCart’s support function from an unstructured, two-person team into a fully operational department, reducing first response time from 6 days to under 1 hour. By implementing structured workflows,...
Leading Canada’s Most Efficient Technical Suppo...
I led the regionalization of Shopify’s Escalated Technical Support for Canada, implementing a high-efficiency strategy that prioritized speed, technical expertise, and specialist engagement. By streamlining workflows, creating a mentoring program,...
Leading Canada’s Most Efficient Technical Suppo...
I led the regionalization of Shopify’s Escalated Technical Support for Canada, implementing a high-efficiency strategy that prioritized speed, technical expertise, and specialist engagement. By streamlining workflows, creating a mentoring program,...
Revitalizing Morale in Shopify’s Most Technical...
TMS housed Shopify’s top technical support specialists, but morale had plummeted. Specialists felt unheard and unrecognized, while leadership struggled with team cohesion and performance management. Enter TMS Social.
Revitalizing Morale in Shopify’s Most Technical...
TMS housed Shopify’s top technical support specialists, but morale had plummeted. Specialists felt unheard and unrecognized, while leadership struggled with team cohesion and performance management. Enter TMS Social.