Freelancer profile translated to English.

Description

🚀 Your ally for impeccable customer service and professional visual communication

Looking for someone who combines customer service skills with visual creativity? With 7 years of experience in customer support, after-sales service, team management, and visual content creation, I help e-commerce businesses, service providers, and freelancers optimize their customer relationships and brand image.

💬 Regarding customer service and after-sales service, I handle:

Responding to inquiries (email, chat, phone)

Order tracking and processing

Handling complaints and product returns

Customer loyalty and satisfaction improvement

Using CRM tools like Zendesk, Freshdesk, HubSpot

🎨 Regarding design and virtual assistance, I create and organize:

Visuals and marketing materials on Canva (social media, e-books, presentations, product sheets)

Banners, thumbnails, professional documents

Agenda management, task organization, and project coordination

Layout of commercial documents and simple visual branding

💡 What sets me apart:

Dual competence in customer relations + visual creation

Adaptability to different sectors (e-commerce, services, coaching, training, SMEs)

Speed of execution and fluid communication

Commitment to quality and deadlines

📦 Typical projects:

Customer service management for online stores

Administrative follow-up and remote event organization

Optimization of e-commerce product sheets

🎯 My goal: save you time, improve your customers' experience, and strengthen your professional image.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Spanish
Basic

Workplace preferences

Remote only

Primarily works remotely

Freelance
After-Sales Service Expert
E-COMMERCE
January 2024 - January 2025 (1 year)
Tananarive, Madagascar
Full management of outsourced after-sales service, file tracking, complaint processing, and customer loyalty. Creation and follow-up of quotes on Shopify and CRM tools. Appointment scheduling and professional correspondence writing.

Implementation of automations via ChatGPT and no-code tools to streamline your processes. Database management, product price and catalog updates. Data entry, reporting, and email management.
Design of mockups and prototypes for multi-channel campaigns: landing pages, social media posts, responsive emailings. Creation of static visuals and promotional videos on Canva & CapCut.
+25%: Click-Through Rate (CTR) on Facebook & Instagram campaigns.

+32%: Organic engagement through a targeted content strategy.
Proficiency in Canva Customer Service Administrative Versatility Customer & Back-office Support Data Entry and Processing
Intelcia
After-Sales Service Supervisor
January 2022 - June 2024 (2 years and 5 months)
Daily management of customer inquiries and complaints (products, delays, returns). Tracking customer cases to full resolution. Supervision of a team of 20+ after-sales agents and implementation of micro-coaching. Improvement of First Contact Resolution (FCR) rate by over 15%. Reduction of recurring complaints by 20% through targeted corrective actions.
Intelcia ( SFR)
Team Leader
TELECOMMUNICATIONS
January 2022 - June 2024 (2 years and 5 months)
Supervision of a team of 20+ front-office agents.
Brevo
Daily KPI monitoring: contact rate, first call resolution, NPS. Leading team meetings and individual debriefs (performance-oriented feedback). Micro-coaching program → improvement of conversion rate by 15%. Reduction of compliance gaps by 20% in 6 months through targeted corrective actions. Continuous agent training (quality briefings, procedures, tools). Contribution to team motivation and cohesion.
Team Management Customer Service Professional Email Inbox Management Notion Customer & Back-office Support