Freelancer profile translated to English.
Back to original languageAbout Aina
Hello!
☀️ This summer, prepare your company for the back-to-school season, not just your vacation.
10 years of experience in e-commerce Customer Relationship Management & Customer Success and virtual assistance.
I can help you with:
• Customer email management and processing
• Multichannel support (chat, tickets, ...)
• Content moderation
• Management of your loyalty program
• Engaging your social media pages/groups and responding to your DMs
• After-sales service & order tracking
• Management of refunds and customer disputes
• Customer onboarding and loyalty
• Improvement of customer experience & CSAT reporting
⭐ Why work with me?
✔️ Reliable, responsive, and 100% remote
✔️ Autonomous — quick grasp of your tools
✔️ Comfortable with high-volume environments
✔️ Proficient with tools: Zendesk, HubSpot, Intercom
✔️ Freshdesk, Gorgias, Aircall
👉 My goal: to help you provide a smooth, fast, and professional customer experience by prioritizing loyalty and satisfaction
Let's chat!🙂
French
Fluent
English
Fluent
Malagasy
Native or bilingual
Remote only
Primarily works remotely
Experience
- Marque e-commerce en alimentation infantileCustomer Relations & E-commerce Customer Service ManagerE-COMMERCEMay 2022 - Today (4 years and 3 months)Paris, FranceTicket processingPerformance Management (KPIs): Daily monitoring of key indicators to ensure customer experience excellence.Customer Satisfaction (CSAT): Maintaining a satisfaction score of 83.6% through qualitative and personalized interaction management.Flow & Productivity Management: Handling high-intensity volumes (55 tickets/day) with strict adherence to response times (SLA).Reporting & Data Analysis: Creation of weekly activity reports on HubSpot Service Hub to identify reasons for dissatisfaction and optimization opportunities.Process Optimization (Service Recovery): Continuous improvement of dispute resolution procedures (refunds, returns, logistics) to reduce churn rate.Escalation & Level 1/2 Resolution: Technical qualification of complex cases and coordination with logistics or technical departments.
- SuperprofCustomer Relations & Platform Moderation OfficerEDUCATION AND E-LEARNINGMarch 2022 - Today (4 years and 5 months)Paris, France(Remote)Monitoring teacher and student needs
- Monitoring student course requests
- (students and teachers)
- Reminder of pending course requests for students
- handling questions related to accounts, payments, or subscriptions
- assisting new users in getting started with the platform
- ensuring follow-up of complaints
Platform Moderation Dispute Management- verifying teacher/student profiles
- controlling published ads and content
- controlling published reviews
- controlling published recommendations
- controlling published photos
Simple Dispute Management- handling conflicts between students and teachers
- analyzing complaints
- proposing appropriate solutions
- applying platform rules
- CAPTAIN WALLET
On Malt
Loyalty & Customer Relations Officer / McDonald'sRESTAURANTS AND FOOD SERVICEOctober 2021 - December 2024 (3 years and 2 months)A distanceManagement and tracking of the loyalty points programConfiguration and updating of point accrual rulesTracking of points and corrections as neededProcessing of customer requests related to loyalty benefitsAwarding of prizes and rewardsCoordination with marketing and customer service teamsAccount fraud monitoring
Reviews
Benjamin
les ateliers durables
Reviewed on 9/18/2018
I hired Aina for a mission to find qualified prospects via LinkedIn. She was responsive, asked the right questions to successfully complete her mission. The result is of quality. Very successful collaboration and very pleasant contact.
AD
Account deleted
Reviewed on 12/4/2017
Aïna was very responsive during a particularly busy month for our business. The work provided was also of high quality.
Recommendations
FU
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Education
- Master I (Specialization in Customer Relations & User Experience)ESCAME2010Master I Bac+4
- Bachelor's Degree (Specialization in Customer Relations & User Experience)Ecole Supérieure en Administration et Management d'Entreprise2009Licence Bac +3