Claudia Atkinson

Assisted healthcare practitioners by troubleshooting technical issues, guiding users through platform features, and resolving inquiries via phone, email, and chat with efficiency and precision. Overhaul of phone, chat and email Quality Review Rubrics. Optimized Jane’s QR review process, enhancing accuracy, efficiency, and compliance to drive better decision-making and operational excellence. Active participation in various projects and Co-Scoring Sessions. Fostered strong relationships with users, enhancing satisfaction and trust through empathetic and personalized support. Resolved complex technical issues efficiently, using deep platform knowledge to deliver effective solutions. Collaborated with engineering, design, and product teams to provide user feedback and contribute to product enhancements. Actively participated in the Text Expander rollout team, contributing to the future launch by providing user feedback, testing new features, and ensuring a smooth transition for the team. Actively involved in coordinating and contributing to various support related projects. Coaching of new support agents while in onboarding. Model Chatter shadow coach where new support agents shadow workflows and learn efficiency optimization from me.

Responsible for maintaining and optimizing FreshService integration for our HR administrators. Creating forms, workflows and automations to efficiently service 10k+ employees within our preset SLAs. Acted as a strategic leader in the operations space and implemented a scalable support structure to support multiple teams in the Talent organization. Continually evaluated and identified improvement areas and created automatic workflows to reduce manual tasks for the support team. Developed and maintained the HR knowledge management system that is easy to use and scalable for the long term. Frequently collaborated with the HR team to optimize their support offerings by creating insightful data reporting and built in tripwires to gain insight into where the various departments can optimize their employee support. Second level support for Workday involving security administration, education around the system, reporting and configuration. Entry level knowledge of all Workday pieces for entity build projects; creating and maintaining reports, BPs, requests for anything immigration and moves-related. Continuous involvement in various project work that touches Workday.

Setting and raising the bar for how Shopify defines quality by constantly reevaluating our service offerings and we engage with our customers. Collaborated with colleagues to build new and improved Quality Assurance (QA) System to be used by 8k+ users on a daily basis. This involved creating objective and easy to use quality assessment tool. Coaching team leads and regular users in how to use MaestroQA to it’s fullest potential to improve overall customer service scores and hold teams accountable. Wrote user manual instructing end users how to use QA system and facilitated monthly training/coaching sessions. Responsible for leading, collaborating with, and continuing to build high functioning and impactful teams. Stakeholder management and relationship building within and outside the team. Effective communication and change management. Spearheaded the first Multilingual Quality Assurance Program for Shopify. This included hiring and training 15+ multilingual Quality Assurance specialist in 8 different languages, setting OKRs, and creating tripwires for ensure future success of the program (reporting, data analysis, agent dashboards, accountability plans, audits per agent targets, and audits per interactions and much more). Committed to developing team member's skills and creating accountability tripwires. Engaged in proactive strategic planning of team performance, engagement, leadership development, and operations.

Coached a team of 10-15 Multilingual Support Advisors to meet our high quality of customer care standards. Performed root cause analysis to understand our growing international merchant's needs and how they might differ from our current market. Collaborated with direct reports in creating tailored growth and development goals, including individualized coaching plans to build in self-driven accountability. Developing advisor's skills by applying coaching practices in line with Shopify's Senior leadership and Quality Assurance team. Lead performance management, impact assessments and comprehensive reviews. In this, I ensured that my team had timeline and constructive feedback to help them improve. Facilitated regular meetings with direct reports and other stakeholders. Prepared reports to summarize operational results and financial performance.

Assisted entrepreneurs building their business via phone, email and chat tooling while maintaining a high quality score as well as excellent interaction time and volume. Consistently developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues, as well as make product recommendations to enhance their business experience. Regularly assisted with coaching and mentoring new employees during and after training. Took on a leadership role in the absence on team leads.

As a financial advisor, I help clients get more out of their money, so they can get more out of life. I do this by providing financial guidance in six key areas; Investment, Retirement, Mortgage, Estate, Tax and Insurance Planning. Forming strong and lasting customer relationships based on trust and accountability. Active listening and excellent communication skills to develop a deep understanding of the customer's need. Applied proficient organization, attention to detail, and time management in order to manage numerous customer with varying, and often conflicting deadlines.