Freelancer profile translated to English.
Back to original languageAbout Aurélie
"Transform every customer interaction into guaranteed loyalty."
🎯 Are you looking for customer service that lives up to your brand image?
I am Aurélie, a specialist in customer service and Customer Care Success, supporting e-commerce businesses and digital brands that aim to offer an impeccable, high-end customer experience.
I act as a strategic partner to:
✅ Enhance your brand image through premium customer service
✅ Optimize the quality and flow of customer interactions
✅ Reduce the operational burden on your internal teams
✅ Structure efficient, coherent, and professional support
🔧My services include:
- Omnichannel customer support management (email, chat, phone)
- Handling complex tickets and requests
- Optimization of after-sales service (after-sales) processes and customer experience
- Dispute resolution with a premium and calming approach
- Implementation of quality indicators and performance monitoring
📊 Observed results:
- 30% reduction in processing time at Decathlon
- Measurable improvement in customer satisfaction at SPRiNG
- Structuring of smoother and higher quality customer journeys
Do you want customer service aligned with your brand's premium positioning? Shall we discuss it?
French
Native or bilingual
Remote only
Primarily works remotely
Experience
- SPRiNG CollectiveCustomer Care SuccessE-COMMERCEFebruary 2025 - Today (1 year and 4 months)Paris, FranceEco-responsible brand specializing in subscription-based household products
- Comprehensive omnichannel support management via Gorgias (emails, chat, phone via Aircall)
- Daily handling of customer tickets and complex subscription-related requests
- Participation in the optimization of after-sales service processes
- Improvement of customer satisfaction (CSAT) and reduction of repeat issues
- Onboarding support and new customer assistance
📈 Impacts:- Streamlined after-sales service processing
- Reduction of customer backlog
- Better overall user experience
Tools used:Shopify, Gorgias, Recharge, Aircall, WMS, Notion, Slack - DECATHLONCustomer Care SuccessSPORTSNovember 2024 - Today (1 year and 7 months)International retailer of sporting goods.📊 Results: Contribution to the fluidity of the omnichannel customer journey and a 30% reduction in average processing time.• Omnichannel customer support (emails, calls, returns, exchanges).• Proactive analysis and resolution of customer issues.• Implementation of loyalty strategies and continuous process improvement.• Rigorous application of internal procedures for a smooth and compliant experience.Tools used:Oracle, Mirakl, Notion, Slack
- OPTIMYACustomer Care SuccessJuly 2024 - Today (1 year and 11 months)
Customer Care (Customer Service):
- Support for Start-ups and e-commerce businesses in their customer management.
• Centralization of customer support (emails, chat, phone).• Handling product complaints with empathy and professionalism.• Analysis of customer feedback to identify areas for improvement.• Implementation of follow-ups and automated reminders to reduce the volume of requests.• Creation of Notion dashboards for customer satisfaction monitoring.
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Education
- Higher Technician Certificate (BTS), Management Assistant / Executive SecretaryLycée Bertrand d'Argentré Vitré2014Brevet de technicien supérieur (BTS), Assistant(e) de direction / secrétaire de direction