Freelancer profile translated to English.

Description

✨ Structuring and automating the E-Commerce customer experience to increase efficiency and satisfaction

After several years at Saint Laurent (Kering group) in E-Commerce customer service, I now support brands as a freelancer in setting up and optimizing their customer service, with a focus on Gorgias and Shopify.

🎯 My goal:

Create a smooth, automated, and efficient customer service capable of handling high volumes while maintaining a premium experience.

💡 What I implement concretely:

🛠️ Gorgias Setup & Optimization

Complete configuration of the tool (emails, views, tags, rules)

Creation of intelligent macros and automations

Structuring of after-sales service workflows

🔗 Shopify Integration

Connection and utilization of order data

Automation of actions (refund, cancel, tracking…)

Personalization of responses with dynamic variables

🤖 Automation & Time Saving

Rules (auto-tag, auto-assign, auto-reply)

Flows for frequent requests (WISMO, cancel, refund…)

Reduction of manual tasks and improvement of response time

📊 Performance Optimization

Analysis of tickets and KPIs

Continuous improvement of processes

Structuring of scalable after-sales service

⚙️ Tools:

Shopify • Gorgias • Salesforce

💎 My Plus:

A strategic and operational approach, with a real sensitivity to premium customer experience and E-Commerce challenges.

🔎 Solution-oriented | ⚡️ Automation & performance | 🤝 Premium customer experience | 🌎 FR/EN

I am 100% available remotely for setup, optimization, or support missions for your customer service.

Examples of missions:

🔹 Gorgias & Shopify Setup

Complete configuration of your tool to structure your after-sales service: macros, tags, organization

🔹 Customer Support Automation

Implementation of rules and workflows: WISMO, cancellation, refund…

🔹 After-Sales Service Audit & Optimization

Analysis of your customer service and concrete recommendations

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Remote only

Primarily works remotely

SAINT LAURENT
E-Commerce & Customer Experience Coordinator
LUXURY GOODS
November 2021 - July 2025 (3 years and 8 months)
Paris, France
Support the strong growth of the E-Commerce business and develop the omnichannel network
Promote the brand image and its values by providing a seamless omnichannel experience ensuring consistency, quality, and responsiveness for all customers
Development and improvement of customer experience & loyalty
Clienteling & Events (invitation to various events, NPS, HVO)
Smooth communication with various internal departments and all European stores
Order and return management (E-Business)
Organization of customer events
E-commerce Clienteling Customer Service Customer Satisfaction E-business
L'OREAL
Communication & Events Project Manager
FASHION AND COSMETICS
January 2019 - December 2019 (11 months)
Paris, France
Coordination, organization, and follow-up of the event: 110 Years of L'Oréal: Collaboration with agencies and other departments
Briefing and follow-up of guidelines with various service providers
Creation of guest list, gift kits, and on-site management
Analysis of press coverage of the event Press Assistant Europe
Event Management
SAINT LAURENT
Press Assistant Europe
LUXURY GOODS
March 2018 - August 2018 (6 months)
Paris, France
Handle press shooting shopping
Relationship with stylists from magazine editorial teams
Management and follow-up of shipments and returns from the department
Organization of events for magazines
Personalized Support Event Management