Daniela Ramponi Operations and people Lead specialist| AI-First Strategy

Amazon Store Coordinator

Happy Mammoth

Oct 2025 - Current (1 year)

Customer Service Associate

Happy Mammoth

May 2024 - Current (2 years 5 months)

Focus on managing Order Cancellation and Reviews queues to ensure a positive client experience. Deliver top-tier email support via Zowie/Gorgias, addressing customer needs effectively. Moderate reviews on Trustpilot, BBB, and Product Review platforms to maintain brand reputation. Provide loyalty points and discount codes to enhance customer satisfaction and retention. Coordinate daily with international warehouses to ensure accurate and timely order fulfillment. Update and manage orders in Shopify and fulfillment software to streamline operations.

Community Success Assistant

Worldpackers

Nov 2023 - Current (2 years 11 months)

My responsibilities include engaging in one-on-one communication with users, approving hosts, assisting in conflict resolution, collecting community feedback, and collaborating with WP All Times to enhance the product.
To offer the best service, I review, update, and document processes. At team meetings, I analyze and present relevant data to ensure growth by sharing and implementing new techniques and tools.
CRM: Zendesk, Zoho
Tools: Knowi, Google Suite, Trustpilot, Clickup

Senior Cutomer Support Agent @ Ekster

Ekster

Oct 2021 - Current (5 years)

I managed several tasks, such as creating orders, processing returns, handling cancellations,
issuing credit notes and invoices, and facilitating exchanges. I efficiently responded to
customer inquiries through various channels like chat, email, and social media. I was able to
meet the internal KPIs while providing excellent customer service. I confidently assisted
customers in tracking their orders, regardless of their location in the world. Additionally, I
provided daily support to VIP and Amazon customers. Resolving issues related to devices
and items was also part of my job duties. In addition to the above-mentioned responsibilities,
I also performed ad-hoc support tasks such as managing Shopify charge

Senior Customer Support Agent

Ekster

Oct 2021 - Oct 2023 (2 years 1 month)

Managed orders, cancellations, returns, exchanges, and invoicing. Responded to inquiries via chat, email, and social media, meeting KPIs. Assisted with global shipping tracking and device troubleshooting. Supported VIP and Amazon customers daily. Handled ad-hoc tasks like chargebacks, backorders, and address verification.

Sales Representative

IPNext Telecomunicaciones

Mar 2020 - Sep 2021 (1 year 7 months)

- Customer Service manager
- sales leader
- Community manager
Managed end-to-end sales transactions, led a team of 5 sellers, trained new hires, handled
order management, managed the company's LinkedIn page, and provided ad-hoc support,
including Tier 1 technical support and social media moderation.

Image Labeling

Lionbridge

Nov 2019 - Nov 2020 (1 year 1 month)

Label images as positive / negative / ambiguous depending on whether it matches a concept.
Audio Transcription English - Spanish
Working from home.

Retail store manager

Lares Hogar

May 2016 - Mar 2018 (1 year 11 months)

- Retail Store manager
As a sales team manager, I supervised six employees in three stores within the chain. My
duties encompassed the complete payment and sales process, ensuring top-notch store
conditions, providing exceptional service to suppliers, and maintaining stock control.
Moreover, I served as a Recruitment Team Member by conducting preliminary resume
screenings and interviews.

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Bilingual Customer Service Representative

InPhonex, ringbyname

Apr 2011 - Jun 2015 (4 years 3 months)

- Customer service representative
I have provided customer assistance via phone, email, and live chat, as well as
managed accounts for both VIP customers and resellers. My approach is to
thoroughly follow up on support tickets until resolution, and I have confidently
guided customers through equipment troubleshooting. Moreover, I have
efficiently handled ad-hoc accounting responsibilities, including credit card
verification, chargebacks, and fraud prevention.

I

Customer Support Agent

Inphonex R!ngByName VoIP

Apr 2011 - Feb 2015 (3 years 11 months)

Provided customer support via phone, email, and live chat, ensuring clear communication and prompt resolution. Managed VIP customer accounts and reseller relationships, delivering personalized assistance. Handled and tracked support tickets through to resolution, ensuring timely follow-up and closure. Guided customers through troubleshooting steps for equipment-related issues. Performed ad-hoc accounting duties, including credit card verification, chargeback management, and fraud cases

M

Asistente Admistrativo de venta de Equipos y Repuestos

Manuel Sanmartin SA

Sep 2008 - Feb 2010 (1 year 6 months)

-Presupuestos y manuales de ventas
-Negociación con clientes, atención telefónica bilingue
-Control de stock
-Realicé tareas Administrativas en General
-Archivo

............................

-Received and filled telephone orders for parts
-Filled customer orders from stock
-Prepared sales slips or sales contracts
-Assisted customers, such as responding to customer complaints and updating them about back-ordered parts.
-Took inventory of stock

Daniela Ramponi

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Daniela Ramponi