Margherita L.

Expert operations manager and head of department with 10 years of experience building, scaling and optimising remote teams and workflows across different timezones. Specialised in customer support and ecommerce operations across ecommerce, gaming and B2B services. Builds support departments from zero into scalable operations, and steps in to rescue and turn around operations in crisis. Key results • Cleared a 4M ticket backlog to 100k in four months • Raised CSAT from under 50% to 80% • Reduced chargebacks from 3% to under 1% • Cut operating costs by 40% • Hired, trained and led remote teams of up to 30 agents Core expertise • Department build-out from scratch: structure, hiring, training, SOPs, QA and KPIs • Operations rescue: backlog recovery, process overhaul, cost reduction • Helpdesk setup, migration and optimisation • Refunds, returns, chargebacks, fraud review and marketplace accounts • AI and automation built for clients: AI ticket classification, QA scoring agents, chatbots with human escalation, order exception routing to Slack, automated reporting, content automation saving an estimated €3k a month Certified Freshdesk Product Expert, Gorgias Admin and Asana Workflow Specialist. Tools: Freshdesk, Gorgias, Zendesk, Re:amaze, Shopify, WooCommerce, Amazon Seller Central, Walmart, Etsy, eBay, Kohl's, Wayfair, Order Desk, Returnless, Gumroad, Stripe, n8n, Make, Zapier, Replit, Claude, Claude Code, Codex, OpenAI, Ollama, OpenClaw, Slack, Notion, ClickUp, Asana, Google Sheets, Excel