Dannielle G.

Customer Service and E-commerce Operations professional with 10+ years of customer service experience, including 6+ years in team lead and supervisory roles. Supported international e-commerce customers while overseeing team performance, KPIs, escalations, onboarding, and process improvement. Most recently served as a Team Lead at RM, where she monitored team performance, coached agents, managed escalations, onboarded new hires, and improved SOPs. Focused on the operational side of customer experience, particularly improving team productivity, performance, and efficiency.

• •6+ years of team leadership and supervisory experience, progressing from individual customer support into team performance and operational management.
• •Managed day-to-day KPI monitoring and agent performance, identifying improvement areas and coaching team members accordingly.
• •Onboarded and trained new hires on processes, systems, and customer service expectations.
• •Handled complex customer escalations while maintaining service quality across international e-commerce markets.
• •Contributed to SOP improvements to strengthen consistency and operational efficiency.
• •Used Gorgias to manage and monitor tickets, chat, email, social support, and KPI dashboards in an e-commerce environment.
• •Supported Shopify order management and Loop returns and exchanges processes.

E-commerce Customer Support Customer Experience Team Leadership Team Performance Management KPI Monitoring & Reporting Agent Coaching & Development Customer Escalation Management New Hire Onboarding SOP Development & Improvement Operational Efficiency Productivity Improvement International Customer Support Ticket & Chat Management Order Management Returns & Exchanges Social Media Customer Support