Freelancer profile translated to English.
Back to original languageAbout Aina
Hello,
10 years of experience in e-commerce Customer Relationship Management & Customer Success and virtual assistance.
I support startups, SaaS, and SMEs in managing their customer service with a clear objective: to ensure high satisfaction and a seamless customer experience, while optimizing request processing.
Specifically, I can help you with:
• Managing and processing customer emails
• Multichannel support (chat, tickets, ...)
• Content moderation
• Managing your loyalty program
• Engaging your pages/groups and responding to your DMs on social media
• After-sales service & order tracking
• Managing refunds and customer disputes
• Customer onboarding and loyalty
• Improving 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 discuss your needs 🙂
French
Fluent
English
Fluent
Malagasy
Native or bilingual
Remote only
Primarily works remotely
Experience
- Marque e-commerce en alimentation infantileHead of E-commerce Customer Relations & Customer ServiceE-COMMERCEMay 2022 - Today (4 years and 1 month)Paris, France(Remote)Ticket ProcessingPerformance Management (KPIs): Daily monitoring of key indicators to ensure excellence in customer experience.Customer Satisfaction (CSAT): Maintaining a satisfaction score of 83.6% through qualitative and personalized interaction management.Flow Management & Productivity: Mastering 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 Officer & Platform ModeratorEDUCATION AND E-LEARNINGMarch 2022 - Today (4 years and 3 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
- Following up on complaints
Platform Moderation & Dispute Management- Verifying teacher/student profiles
- Controlling published ads and content
- Controlling reviews and publications
- Controlling recommendations and publications
- Controlling photos and publications
Simple Dispute Management- Handling conflicts between students and teachers
- Analyzing complaints
- Proposing suitable 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 programSetup and update of point attribution rulesPoint tracking and corrections as neededProcessing customer requests related to loyalty benefitsAwarding 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 high 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