Janrey Araullo
Subject Matter Expert / Mentor
Angono, Province Of Rizal
Summary
Support-driven Mentor with nearly 6 years of experience at TaskUs under the Shopify account. Started as a Support Advisor handling phone, email, and chat, then promoted to Subject Matter Expert and now Mentor for the Shopify Premium LOB. Known for guiding new hires through training to production, supporting teammates on the floor, and helping improve performance through coaching and real-time support. Passionate about helping others grow, solving problems with empathy, and creating great experiences for both teammates and merchants.
Now looking to take the next step as a Team Leader, bringing in-depth experience in mentoring, support operations, and team coordination to drive stronger performance and engagement across the team.
Overview
6
6
years of professional experience
Work History
Mentor / Subject Matter Expert – Premium LOB
TaskUs
05.2024 - Current
- Help new hires move from training to production by answering questions and guiding them in handling Shopify merchant concerns.
- Act as the main point of contact for training batches, working with other mentors and trainers to check progress and spot areas for improvement.
- Coach mentees using High Impact Coaching (HIC) and give real-time and written feedback.
- Support high graduation rates by making sure trainees are ready for the production floor through hands-on mentoring.
- Partnered with Team Leaders and LXL to improve onboarding experience and floor readiness.
- Helped drive performance improvements through coaching interventions and metric-focused feedback.
Subject Matter Expert – SupportLine
TaskUs
01.2023 - 05.2024
- Assisted Support Advisors with complex/technical issues via Slack or in person.
- Ensured accurate process support in real time.
- Collaborated with fellow mentors to stay aligned on best practices and support standards.
- Completed in-depth training on advanced TMS troubleshooting, led by Shopify TMS Support via GMeet; learned basic SQL and Splunk.
- Supported Team Leaders with tasks to improve the efficiency and performance of the SupportLine.
Support Advisor
TaskUs
05.2019 - 01.2023
- Handled phone, email, and chat support for merchants.
- Consistently ranked as a top-performing Support Advisor and received incentives.
- Served as POC for the team multiple times, supporting teammates and helping with their questions.
Education
Bachelor of Science - Information Technology
ICCT Colleges
Cainta, Province Of Rizal, Philippines 04.2001 -
Skills
Real-time Support and Mentoring
Accomplishments
- Selected as one of the first mentors to be upskilled by the Shopify TMS team in advanced troubleshooting, including training in SQL and Splunk.
- Tasked to upskill fellow mentors and SMEs from another site, helping align support quality across teams.
- Consistently ranked as a top-performing Support Advisor and received multiple incentives.
- Served as Point of Contact (POC) for the team multiple times, supporting teammates and helping with escalations.
Timeline
Mentor / Subject Matter Expert – Premium LOB
TaskUs
05.2024 - Current
Subject Matter Expert – SupportLine
TaskUs
01.2023 - 05.2024
Support Advisor
TaskUs
05.2019 - 01.2023
Bachelor of Science - Information Technology
ICCT Colleges
04.2001 -
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