Justin Pauley

Resume

Workforce Planning Manager, Shopify
Ottawa, Ontario, Canada: May 2016 - Present

Dealing with hypergrowth can be difficult. As the Workforce Planning Manager for Shopify, I'm able to combine my past experience as scheduler and analyst into something that helps the Support team handle the needs of a rapidly growing customer base. I now lead a team of Workforce Planning Specialists responsible for creating forecasts and hiring plans, building reports, analyzing trends, building new schedules, processing vacation and sick time, and ensuring each support channel is adequately staffed. This is all done for an ever growing team of over 1400 Gurus (Customer Service Agents) in a 24/7/365 environment, with agents in multiple timezones and countries. 

Business Analyst, Shopify
Ottawa, Ontario, Canada: September 2015 – May 2016

As a Business Analyst for the Support team at Shopify, I build and analyze the reports needed to ensure the continued functioning of the various Support teams and departments. Primary responsibilities include working with various managers to identify needed data points, building reports with requested data in Tableau, and analyzing data to ensure efficient operations.

Guru Scheduler, Shopify
Riverview, New Brunswick, Canada: September 2014 – February 2016

As the main scheduler for Shopify, I was responsible for scheduling an ever growing team of over 300 Gurus (Customer Service Agents) in a 24/7/365 environment, with teams in multiple timezones and countries. Primary responsibilities included building new schedules, processing vacation and sick time, and ensuring our teams had the necessary resources to support Shopify's merchants.

Remote Guru, Shopify
Riverview, New Brunswick, Canada: April 2014 – August 2014

Provided technical support and assistance for the over 100,000 online shops running on the Shopify platform. Whether it be a simple how-to question or a complex technical puzzle, I assisted with anything and everything related to running an online shop.

Workflow Analyst Reserve, FRHI Hotels & Resorts Global Reservation Centre
Moncton, New Brunswick, Canada: May 2012 – October 2015

I worked part time with Workforce Planning team where we oversaw the forecasting of call volume and the scheduling of over 200 reservation agents for the Global Reservation Centre. The team was responsible for anything and everything related to scheduling. Whether it be time off, extra hours, meetings or training, anything related to the scheduling of Reservation Agents was processed by the Workforce Planning team.

Senior Reservation Sales Agent, FRHI Hotels & Resorts Global Reservation Centre
Moncton, New Brunswick, Canada: April 2009 – October 2015

Turning moments into memories for the guests of FRHI Hotels & Resorts, I primarily booked reservations and assisted callers with general inquiries. As a part of The Ambassadors, I also helped with the training and on-boarding of new hire classes and the sharing of best practices.

Computer Technician, NB School District 2
Moncton, New Brunswick, Canada: Summer months of 2005, 2006, 2007, & 2008

The majority of my time was spent maintaining the computer hardware, software and networks of School District 2. I also aided with troubleshooting student and teacher computers. I assisted the full time IT staff with their daily tasks whenever possible.

Education

Mount Allison University, Sackville, New Brunswick, Canada
Bachelor of Commerce, 2015

Mount Allison University, Sackville, New Brunswick, Canada
Bachelor of Science in Biology & Math, 2012


Last Updated

May 2018