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Elli Wehner

Elli Wehner

Student

sk | Kitchener, Canada

Technologies

My Portfolio Highlights

My New Course

Introduction to SQL

My New Track

SQL Fundamentals

My New Course

Introduction to SQL

Insights conductor, orchestrating a symphony of knowledge from data melodies.

My Work

Take a look at my latest work.

course

Introduction to SQL

course

Intermediate SQL

course

Joining Data in SQL

course

Introduction to SQL

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

Courses

Introduction to SQL
Intermediate SQL
Joining Data in SQL
Data Manipulation in SQL

My Work Experience

Where I've interned and worked during my career.

Skio | Jan 2023 - Present

Support Developer

N/A

Skio | Mar 2022 - Feb 2023

Customer Experience

N/A

ReCharge Payments | Jul 2020 - Mar 2022

Support Engineering Lead

I was responsible for creating the strategic plan for the Tier 2 organization at Recharge, including creating Tier 2 wide and individual KPIs, and defining three specialized teams. Of those specialized teams, I managed the team responsible providing highly technical, white-glove support for our Top 300 merchants, our 200 key merchants currently being on-boarded, and our top agency partners who continuously funnel new strategic merchants to Recharge. By creating the Priority Support team, we were able to increase effective usage of Recharge for our Top 300 merchants, nearly doubling their annual processing amounts in a year. I grew the organization from 6 to over 40 in the past year and a half, while developing individual growth into all area of the business, such an engineering, sales, and leadership. I increased the scope of support from investigative troubleshooting to include technical scoping, utilizing our API through developing training modules and partnerships with other technical teams.
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ReCharge Payments | Apr 2020 - Jul 2020

Customer Success

N/A

Smile.io | May 2018 - Apr 2020

Head of Support

I created a global support team to provide a consistent world-class experience across numerous timezones. I implemented a new support tool to automate 30% of support interactions, leaving the team to assist with more complex inquiries. I created a company-wide on-boarding experience where new employees would spend 2 weeks in support to learn the needs of our business and our merchant directly from the merchants themselves. Through building cross-departmental relationships, I was able to influence the product roadmap to align to major pain points experienced by our merchants, and reduce negative feedback shared upon the Shopify App Store. I developed the technical abilities of the support team by training on SQL and JavaScript which had an additional benefit of reducing escalations to the engineering team. I created KPIs to show the impact of support, including the reduction of churn quarter over quarter, new feature adoption, and positive merchant sentiments, and reported on these metrics to fellow members of SLT.

Support Driven | May 2016 - Present

Member

Support Driven is a community of people in Customer Support and Success helping each other. It’s been been a key resource to learn about the latest and greatest techniques in Customer Support. I've had the opportunity to connect with like-minded individuals on facing challenges and opportunities.

Smile.io | Mar 2016 - May 2018

Client Support Specialist

As the first support hire at Smile.io, I was responsible for defining the tone and support experience for all Smile merchants. I created an in-depth help centre with numerous articles to provide merchants the ability to self-service and provide long term scalability. I defined individual performance metrics to show the effectiveness of support on loyalty and retention. I grew the amount of 5-star reviews to over 1,000 which created awareness of Smile in the Shopify ecosystem and drove new installations. I increased our support channels from just emails to emails, chats, and social media to support merchants in their preferred channel. I developed a rewards landing page for our merchants to use on their sites to educate their customers on the perks and benefits of their rewards program which increased product usage on their stores.

Out of the Sandbox | Jun 2015 - Jan 2016

Theme Support Specialist

Designed and developed a landing page to be included in all future theme sales. Handled a high volume of technical support inquiries (average of 50 per day) while maintaining a 90+% CSAT rating. Trained all new hires on processes and procedures and provided quality assurance to promote a high standard of care.

Shopify | May 2014 - Jun 2015

Customer Success Guru

N/A

Sun Life Financial | Feb 2013 - May 2014

Customer Care Representative

I provided professional and friend support to group benefit policy holders over the phone, advising on their current benefits, and claims status.

Starbucks | Feb 2011 - Apr 2013

Barista

N/A

Westmount Golf and Country Club | Jul 2012 - Feb 2013

Server

N/A

Best Buy Canada | Jul 2008 - Feb 2012

Digital Imaging Specialist

N/A

My Education

Take a look at my formal education

Computer ProgrammingZero To Mastery Academy | 2023

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