Gill Haslett
Auckland
Summary
Proven experienced Support Specialist in incident management and stakeholder coordination. I excelled within the Support Incident Response team by coordinating complex incidents and spearheading crisis communications, significantly mitigating brand and Merchant impact. My detail-oriented approach and merchant obsession enhanced operational efficiency internally while showcasing my ability to manage high-stakes situations quickly with a well versed understanding of Shopify Incident tooling and platform infrastructure.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Support Incident Response
Shopify
08.2021 - Current
- Coordinating complex incident rooms by establishing clear communication channels, assigning roles, consolidating information, engaging stakeholders and providing them with regular updates while facilitating quick decision making to ensure the incident is resolved and our Merchants are advocated for.
- Spearheaded tabletop exercises for incident coordination and BFCM simulations, providing valuable experience for team members in handling complex incidents effectively under pressure.
- Managed crisis communications, mitigating potential negative Shopify brand and Merchant impact.
- Facilitated smooth hand-offs between shifts by thoroughly documenting incident status updates and ensuring clear communication among team members.
Plus Support Specialist
Shopify
05.2021 - 08.2021
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Managed high levels of call flow and responded to technical support needs.
Support Advisor
Shopify
11.2020 - 05.2021
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Developed and maintained knowledge base to assist in faster resolution of common issues.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Rehabilitation Counselor
Support Lifestyle - Hauraki Trust
05.2020 - 11.2020
- Enhanced patient recovery by developing and implementing tailored treatment plans for each individual.
- Provided crisis intervention services when necessary, quickly responding to emergencies and connecting clients with appropriate resources.
- Developed patient care plans and documented progress toward goals.
- Coordinated community resources and secured referrals.
Education
Bachelor of Arts - Clinical Psychology
Carleton University
Ottawa, ON, Canada06-2019
Skills
- Incident response management
- Internal and external communications
- Stakeholder management
- Root Cause Analysis Facilitating
- Time management
- Detail oriented and Merchant obsessed
- Social media strategy
- Issue and resolution tracking
Certification
Google IT Technical Writing Certificate [2022, 2024]
Risk Management [2023]
SCRUM Project Management [2022]
Agile Project Management [2022]
Timeline
Support Incident Response
Shopify
08.2021 - Current
Plus Support Specialist
Shopify
05.2021 - 08.2021
Support Advisor
Shopify
11.2020 - 05.2021
Rehabilitation Counselor
Support Lifestyle - Hauraki Trust
05.2020 - 11.2020
Google IT Technical Writing Certificate [2022, 2024]
Risk Management [2023]
SCRUM Project Management [2022]
Agile Project Management [2022]
Bachelor of Arts - Clinical Psychology
Carleton University
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