Freelancer profile translated to English.
Back to original languageAbout Gabriel
You have support that responds... but not a CX system that converts, retains, and scales?
I help companies structure, automate, and professionalize their entire customer experience around Intercom, transforming your support into an engine for acquisition, satisfaction, and revenue.
What I implement for you:
- Advanced Inbox: SLAs, routing rules, tags, macros, automatic sorting
- AI Chatbots prompt engineering & machine learning
- Outbound: Newsletters, Product Tours,NPS/CSAT, feedback, tooltips.
- Optimized Knowledge Base: SEO, multi-language, writing
- Reporting & Analysis : TTR, CSAT, agent load, reasons, user journeys, conversion
Automation & AI:
- n8n Workflows: automatic qualification, CRM/ERP synchronization, data enrichment.
- WhatsApp Business API & omnichannel
- AI Agents connected to your internal documents
- Data Pipelines for external dashboards (Looker/Sheets/Notion)
🧩 Complementary Stack mastered
I regularly work with:
- n8n
- Shopify/WooCommerce
- Chatwoot
- Monitoring & data (sheets/excel)
- GA4, Google Tag Manager, product event tracking
- Google Cloud APIs (Sheets, Drive, NLP, Vision, Compute)
- Airtable
- Retell AI/VAPI
- Twilio/Whatsapp API
- Custom APIs/AI Agent MCP
What I bring to your company
Faster and better-structured support
Clean and scalable processes
Reduced operational load
A data-centric approach to optimize our objectives and KPIs.
A measurable increase in activation, conversion, and satisfaction
⚙️ My process in key steps:
1. Audit & mapping (volumes, reasons, friction detection, tools)
2. Architecture and creation of a CX environment (workflows, tags, bots, outbound, KPIs)
2. Implementation (Intercom, n8n, WhatsApp, AI)
3. Personalized training & team adoption
4. Continuous optimization
French
Native or bilingual
English
Fluent
Remote only
Primarily works remotely
Experience
- ENOVAI GroupChief Technology Officer – Customer Experience SolutionsDIGITAL AND ITNovember 2024 - September 2025 (10 months)Marrakech, MoroccoAsCTOat Enovai Group, an international Customer Support agency, Istructured and led the implementation of Customer Support (CS) and Customer Experience (CX) solutionsbased on Intercom and automation (AI).My role covered bothstrategic definition, product scoping, and technical supervision.
- Technical Architecture & Integration: definition of infrastructures and integration of customer support and automation solutions.
- CX Journey Design: deployment of omnichannel solutions combining chatbots (Intercom / Chatwoot), voicebots (Retell AI x n8n), and human agents to streamline the customer experience.
- Product Design and Supervision: leading development teams to define, design, and deliver proprietary releases, ensuring agile management from MVP to at-scale deployment.
- Business Process Automation: creation of intelligent workflows (n8n / Intercom) to optimize order management, leads, and customer interactions.
- Training & Support: training and skills transfer to ensure the adoption of solutions by internal teams.
- Development of Conversational Agents: implementation of AI solutions to qualify prospects, assist customers, and reduce the workload of support teams.
- Security & Compliance: supervision and application of GDPR, CNDP standards, and alignment with ISO 27001, 27701, and 42001 standards.
Cross-functional Role- Definition and management of the product roadmap.
- Leadership of technical and design teams using agile methodologies.
- Interface between sales and technical teams, ensuring the translation of needs into operational solutions.
- Implementation of dashboards and KPIs to measure the impact of solutions (CSAT, response time, cost optimization).
- ResidentiaeSEO & Growth ConsultantTELECOMMUNICATIONSOctober 2024 - July 2025 (9 months)Main Missions
- SEO & Link Building Strategy: Audit and then definition of organic visibility strategies adapted to the real estate and B2B sectors, including keyword research, internal linking, and acquisition of qualified backlinks.
- Large-Scale SEO Automation: design and deployment of automated optimization workflows via API management, for semantic enrichment, metadata management, and technical monitoring, enabling content operations to scale while reducing manual workload.
- Content Production Management: managing writers, editorial scoping, quality control via KPIs (content score, productivity, traffic generated).
- Analysis & Reporting: regular monitoring of SEO performance (organic traffic, rankings, conversion rates), implementation of tracking dashboards, and strategic recommendations.
Cross-functional Role- Coordination with sales and marketing teams to align SEO strategy with business objectives.
- Optimization of the user journey on websites to improve conversion (SEO → leads).
- Deployment of monitoring and management tools to ensure the scalability of SEO actions.
- KoriganJunior UX/UI DesignerDIGITAL AND ITSeptember 2022 - June 2023 (9 months)Valence, FranceAs a Junior UX/UI Designer, I assisted freelancers and SMEs with their online presence, combining UX/UI design, website creation, and SEO optimization. This role allowed me to develop expertise at the intersection of design and digital strategy.Main Missions
- UX/UI Design: definition of information architectures, creation of wireframes and ergonomic mockups, optimization of user journeys to maximize conversion and clarity.
- Website Creation: development of showcase websites on Wix and WordPress, integrating a consistent visual identity and a fluid navigation experience.
- SEO & Content: writing optimized for search engines, improving titles, metadata, and internal linking to increase organic visibility.
- Digital Tools Implementation: initial deployments of customer support solutions (online chat, lightweight CRM), laying the groundwork for my current expertise in Customer Support/Experience.
Cross-functional Role- Strategic consulting and support for clients in defining their brand image and digital communication.
- End-to-end project management, from the scoping phase to launch, including testing and maintenance.
Reviews
Recommendations
Be the first to recommend Gabriel
Help this freelancer shine by sharing your experience working together.
These freelancer profiles also match your criteria
Agatha Frydrych
Backend Java Software Engineer
4.7
(3)
2
Baptiste Duhen
Fullstack developer
4.6
(4)
5
Amed Hamou
Senior Lead Developer
4
(2)
7
Audrey Champion
Web developer
4.3
(3)
4
Education
- PRODUCT MANAGEROpenClassRooms2025PRODUCT MANAGER
- BACHELOR OPERATIONAL MANAGER INTERNATIONALÉcole Internationale du Management Responsable 3A2022BACHELOR RESPONSABLE OPÉRATIONNEL A L'INTERNATIONAL