Freelancer profile translated to English.

Description

E-commerce Virtual Assistant | Customer service • Admin management • Newsletters

🎯 Are you looking for a trustworthy person to manage your customer relations, your administrative tasks, and organize your professional life?

I am Keshia, a customer relations specialist with over 13 years of experience in a major French company. Today, I offer my expertise and versatility to businesses as a freelancer.

✅ What I offer:

🧡 Customer Relations & After-Sales Service:

Responding to emails, messages, reviews, social media

Handling complaints and following up on cases

Tools: Shopify, Zendesk, Freshdesk, Outlook…

👩‍💻 Virtual Assistance:

Managing calendars, scheduling appointments

Organizing meetings and events

Data entry, filing, follow-ups, coordinating service providers

🧩 Remote Office Manager:

Administrative and logistical monitoring

Preparing accounting documents, managing expense reports

Internal coordination and process improvement

Liaison with HR, accountants, or suppliers

I am organized, proactive, discreet, and 100% solution-oriented.

My goal? To relieve you, make your image shine with your clients, and allow you to focus on your core business.

💬 Let's discuss your needs, I am responsive and attentive.

👉 Available for one-off or recurring remote assignments.

I offer monthly packages

Administrative management, data entry, organization, customer service, client relations, after-sales service, CRM, processes, procedures, optimization, newsletter, brevo, emailing, mailchimp, dialog insight

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Portuguese
Basic
Spanish
Fluent

Workplace preferences

Remote only

Primarily works remotely

Freelance
Virtual Assistant
E-COMMERCE
January 2023 - Today (3 years and 5 months)
Paris, France
With over 12 years of experience in customer relations and operational management, I support entrepreneurs, e-commerce businesses, and freelancers in their daily tasks to allow them to focus on their core business.

My tasks:

Administrative Management & Emails: sorting, responses, follow-up of client requests
Organization & Planning: calendar management, meeting coordination, project tracking
E-commerce Support: order tracking, complaint processing, customer return management
Digital Assistance: creation of simple content (Canva, newsletters), management of private messages on Instagram, product listing
Document Management & Reporting: formatting Excel files, Google Sheets, writing and updating documents
Microsoft Excel Customer Relationship Management (CRM) Administrative Management Google Sheets Administrative Assistance
L-Commerce - Entité du mouvement E.LECLERC
Customer Service Manager
E-COMMERCE
February 2022 - Today (4 years and 4 months)
94200 Ivry-sur-Seine, France
BUSINESS EXPERTISE
Managing a team of 5 people in Hybrid mode (remote or on-site).
Continuous training and skill development through writing procedures, facilitation, and coaching
Optimization of organization and rigorous budget management
Performance monitoring (reporting) via KPIs: QS, DMT, Contact rate, CSAT, NPS, verbatim

TOOLS & ENVIRONMENT
CRM & ticketing tools: Zendesk, Axialys, Shopify, Outlook, Laravel, Magento, Iadvize, Botmind
Automation and innovation: chatbot, callbot, dynamic FAQ, knowledge base
Production monitoring: Excel, Googlesheet, automated reporting, dashboards, incident analysis
Cross-functional collaboration: IT, logistics, e-commerce, sales

OPERATIONAL MANAGEMENT & QUALITY
Customer Relations & User Experience Project Manager: continuous improvement of digital customer journeys (UX, payment, after-sales service)
Supervision of complex disputes (DGCCRF, FEVAD, judicial requisitions, GDPR)
Proactive management of pain points and facilitation of workshops with stakeholders
Coordination of cross-functional projects to improve customer satisfaction

MANAGEMENT OF SERVICE PROVIDERS (based in France)
Managing teams of 32 to 65 employees in a hybrid environment (on-site + remote)
Close collaboration to adjust actions and customer communication according to current events and commercial operations.
Advisors respond to customer requests via phone, email, live chat, and mail.

CUSTOMER COMMUNICATION & FAQ
Redesign and enrichment of the FAQ (customer and advisors)
Contribution to customer communications (emails, transactional messages, campaign emails)
Collaboration with marketing and digital teams to ensure an accurate and consistent tone
Microsoft Excel Customer Relationship Management (CRM) Laravel Zendesk Chatbot
L-Commerce - Entité du mouvement E.LECLERC
Customer Service Team Leader
E-COMMERCE
November 2016 - January 2022 (5 years and 3 months)
Île-de-France, France
- Organize the activity of the customer service department
- Supervise the team (training, advisor motivation)
- Constantly ensure the quality of advisors' oral and written communication
- Collect customer feedback and transmit it to the production department
- Propose solutions in response to customer complaints
- Develop customer service quality procedures
- Management of dispute cases
- Transmit management decisions to the teams
- Support teams in mastering processes
- Ensure administrative management (absences, training)