Freelancer profile translated to English.

Description

Customer Care expert with over 6 years of experience in customer relations, within SaaS, high-tech, and e-commerce environments (Joko, GeoRide, Décathlon).

What I focus on:

• Multichannel customer support (chat, email, social media)

• Moderation and management of customer reviews (Trustpilot, Google My Business, App Store)

• Onboarding and training of support teams

• Process optimization, structuring internal documentation

• FAQ implementation and improvement

Tools used daily:

Intercom, Shopify, Gorgias, Zendesk, Metabase, Stonly, Notion, Airtable, Stella Connect, Jira.

My expertise is easily transferable to any sector where customer experience and loyalty are key issues.

🎯 My goal: retain customers, improve customer satisfaction, and optimize your support processes to gain efficiency, quality, and profitability.

Industry field of expertise

Languages

French
Native or bilingual
English
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Onepilot
Customer Service Agent
SPORTS
October 2024 - March 2025 (5 months)
Paris, France
-Handling incoming requests (chat, emails, calls)
-Assisting customers in problem resolution and escalating to specialized teams
-Proficiency in ticketing tools (Zendesk, Freshdesk, Oracle)
-Using Mirakl (marketplaces) and Square (payments, sales operations)
GEORIDE
Customer Service Manager
TECH
March 2025 - Today (1 year and 3 months)
Toulouse, France
- Ticket management (Gorgias)
- Develop, train, and supervise the Back-office team.
- Data analysis aimed at improving processes and service quality.
- Provide answers and advice, while developing a work plan.
Notion Gorgias artificial intelligence
Joko
Customer Service Manager
BANKING AND INSURANCE
November 2022 - August 2024 (1 year and 9 months)
Paris, France
- Ticket management (Zendesk & Intercom)
- Training and skill development
- Customer support
Zendesk Intercom Stonly Airtable