Dannielle G.

I help e-commerce businesses manage customer inquiries, resolve order issues, and maintain consistent customer service quality. With 10+ years of customer service experience and 7+ years in team leadership, I’ve worked across BPO, direct-to-consumer (DTC) e-commerce, and dropshipping businesses. My experience includes supporting fashion, jewelry, sports nutrition, and other online retail brands serving international customers. Here’s how I can support your business: E-commerce Customer Support • Customer support through email, live chat, and social media • Shopify order management and order status inquiries • Shipping delays, tracking issues, and fulfillment follow-ups • Returns, refunds, exchanges, cancellations, and order changes • Customer complaints, escalations, and follow-up • Supplier and shipping carrier coordination Customer Support Team Management • Daily operations, workload, and productivity monitoring • Ticket auditing and quality assurance • Agent coaching, feedback, and performance monitoring • KPI, SLA, and SOP compliance • Escalation management and process improvement • Creating and updating macros, templates, and support documentation Tools I’ve Used: Shopify, Gorgias, Reamaze, Richpanel, Meta Business Suite, 17TRACK, Trustpilot, Judge.me, PayPal, Stripe, Klarna, Google Workspace, Microsoft Office, and e-commerce platforms. I’ve supported brands including Edikted, Evry Jewels, and 4Endurance, as well as multiple dropshipping stores. As a Team Lead, I managed a team of 8–10 agents, overseeing daily operations, quality reviews, coaching, and performance. I’m organized, detail-oriented, and comfortable working independently, following established procedures, and taking ownership of customer issues. I aim to provide clear, professional support while helping businesses identify recurring problems and improve their workflows. If you need a dependable e-commerce support specialist or an experienced team lead who understands both customer service and daily operations, I’d be happy to discuss how I can help.