Remote Customer Service Expert with 97% CSAT Track Record

Danielle Greenberg

New Jersey 551-***-**** **************@*****.*** linkedin.com/in/dgreenberg529/

Omnichannel Excellence 97% CSAT High-EQ Problem Solver High-capacity Customer Experience professional with 8+ years of experience in high-growth e-commerce (Rent the Runway) and a background in small business operations. I’ve managed teams of 20+, but I’m intentionally seeking a stable, remote customer experience role. I’m looking to get back to basics—focusing on solving customer puzzles and providing 5-star service—rather than navigating middle-management meetings. Expert in Gladly, Kustomer, and omnichannel support (Chat, Phone, Email).

CORE COMPETENCIES & TECH STACK

● Omnichannel Support: Expert-level resolution via Phone, Live Chat, and Email.

● Systems: Gladly, Kustomer, Guru, Zendesk, Slack, Google Workspace, Microsoft Office.

● Key Strengths: High-EQ de-escalation, professional communication, and detailed record-keeping.

● Reliability: Dedicated home office setup with high-speed internet and a proven track record of remote productivity.

PROFESSIONAL EXPERIENCE

Neenee’s Cleanies New Jersey Founder / Owner November 2025 – Present

● The "Front Lines": Launched a residential services startup where I personally handle every customer inquiry, quote, and scheduling request.

● The Pivot: Running my own business has reminded me how much I enjoy the direct

"help" aspect of service. I am seeking a flexible, full-time remote role to provide reliable support excellence while managing my business operations in the off-hours.

Rent the Runway Remote / NJ Senior Manager, CX Styling & Operations April 2024 – November 2025

● "Super-Agent" Performance: Personally managed the end-to-end customer journey for 9,000+ monthly digital engagements to ensure a 5-star experience.

● Service Accuracy: Maintained a personal 97% CSAT score while delivering $116k+ in retained Lifetime Value (LTV) through proactive, personalized outreach.

● Complex Resolution: Acted as the final point of escalation for high-priority issues, resolving concerns professionally and efficiently.

Manager, CX Operations May 2021 – April 2024

● Knowledge Management: Built and maintained the "single source of truth" (Guru) for 300+ agents, ensuring accurate information was always available for support requests.

● Feedback Loops: Synthesized customer concerns into actionable feedback for internal teams to ensure a better user experience.

Customer Experience Team Lead October 2017 – May 2021

● High-Volume Excellence: Directed operations for 20+ agents during 3x rapid growth, maintaining a 15-point improvement in CSAT through real-time coaching and support.

EARLIER EXPERIENCE

Retail Operations & Personal Styling ANN INC & TJ Maxx 2011 – 2017

● Served as Manager on Duty (MOD) for high-volume locations. Mastered the art of multitasking between phone calls, in-person inquiries, and administrative records.

EDUCATION

Bergen Community College Associate in Science: Business Administration

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