Freelancer profile translated to English.

Description

A professional in customer service, operational support, and back-office operations, I assist companies in managing their customer relationships and administrative operations in digital and high-volume environments.

With over 3 years of experience, I handle multi-channel customer support (chat, email, phone) as well as virtual assistant / back-office support roles, with a fast, structured, and satisfaction-oriented approach.

Accustomed to demanding environments (SaaS, digital platforms, e-commerce), I efficiently manage a large volume of interactions and administrative tasks while maintaining a high level of quality.

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💼 What I can offer you:

• Customer Support (chat, email, phone)

• Management of requests, complaints, and disputes

• Follow-up of customer cases until resolution

• Ticket management via CRM (Zendesk, Freshdesk, Intercom, HubSpot)

👉 Back-office & Virtual Assistant:

• Data entry and CRM updates

• Administrative management and operational support

• Order processing and tracking

• Calendar organization and management

• Internal team support

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📊 Experience:

• Up to 150 conversations/day (chat)

• 4 simultaneous conversations with maintained quality

• 100% remote, autonomous, and organized

• Operational coordination and management

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⚙️ Method:

Responsive, reliable, and quickly operational, I adapt to your tools and processes with a results-oriented approach: customer satisfaction, speed, and quality of execution.

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👉 Available immediately: customer service, after-sales service, virtual assistant, back-office

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Remote only

Primarily works remotely

Betclic Group
Customer Service
SPORTS
January 2021 - June 2021 (5 months)
Sliema, Malta
Management of customer service in a high-volume digital environment via chat and email. Handling of customer requests via chat (multi-conversation) and email. Simultaneous management of multiple conversations while maintaining quality of interactions. Processing of requests related to accounts, payments, and operations. Resolution of customer issues with a focus on satisfaction and responsiveness. Simultaneous management of up to 4 chat conversations in parallel. Handling up to 150 customer conversations/day (chat).
Customer Support Chat Support Ticket Management Customer Service Multi-channel Customer Support
Lazy Pirate
Event Customer Relations Officer / Manager
TRAVEL AND TOURISM
April 2021 - April 2022 (1 year)
Sliema, Malta
Welcoming and directing customers at high-volume events. Managing admissions and ticket checks. Selling tickets on-site and managing payments. Handling customer requests and resolving issues in real-time. Coordinating with teams to ensure a smooth experience. Managing sensitive situations (refusals of entry, disputes, unhappy customers). Managing a team of 20 interns. Developing schedules and organizing on-site teams.
Customer Relations Customer Dispute Management Customer Welcome Team Management Operational Coordination
Wecall Solutions
Telemarketer / Manager
February 2023 - January 2025 (1 year and 11 months)
Managing a large volume of daily phone calls. Qualifying requests and scheduling customer appointments. Explaining offers and assisting prospects. Tracking customer interactions via CRM. Training and supervising a team of 4 sales representatives. Efficiently managing a high volume of phone interactions. 100% remote work with autonomous priority management.
Telephone Customer Relations Appointment Setting Team Management CRM Customer Follow-up