Freelancer profile translated to English.

Description

🌟 What if your customer service became your best loyalty asset?

Welcome, my name is Laëtitia and for over 10 years, I've had a deep conviction: a customer who feels heard is a customer who returns.

I use AI to go faster and better, but never at the expense of the human touch. Because in a market where everything moves too fast,proximity and care have become real competitive advantages.

I support entrepreneurs, e-commerce businesses, startups, and digital teams who want to offer their customers an impeccable experience and make customer service a true loyalty driver.

What I offer:

– Customer Care & Support:Request processing, after-sales service management, FAQs, automation, KPI tracking, FR/EN support

– Customer Success & Onboarding:User support, friction anticipation, implementation of monitoring tools

– Technical Support & Retention:Product understanding, bug reporting, collaboration with tech and product teams

Thanks to my hybrid profile (customer service + tech), I integrate with your tools from day one and adapt to your needs beyond customer service.

✨ Why trust me?

4.6/5 from 346 Trustpilot reviews for a leader in watch modding in France. +0.7 points in 8 months for an e-commerce fashion client (3.2 to 3.9/5).

Concrete results, clients who stay.

📩 Curious to discuss it? I'd be happy to chat with you!

See you soon,

Laëtitia

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Remote only

Primarily works remotely

Quantum Way
Customer Care Manager | E-learning & HealthTech
EDUCATION AND E-LEARNING
May 2025 - Today (1 year and 3 months)
Customer service for a platform disseminating the teaching of international mental health experts. Customer relations where the human element is at the heart of every interaction.

International customer relations via Missive
Tracking of installment payments and management of overdue payments
Cross-functional coordination between development and marketing via Notion
Management of orders for Éditions Quantum Way
Creation of the **help center**: FAQ and customer documentation
Missive FAQ Notion E-learning Wordpress
Cazelle Groupe OÜ
Customer Care Officer | Fashion & E-commerce
E-COMMERCE
June 2025 - Today (1 year and 2 months)
In a team of two, customer service for a demanding e-commerce fashion brand, with a clear objective: to turn every interaction into a loyalty driver.

+0.7 points Trustpilot in 8 months (3.2 to 3.9/5)
Pre- and post-purchase customer support: KPI tracking and customer feedback
Dispute resolution: quick resolution and customer satisfaction
Order tracking and coordination with French and international suppliers
Shopify ChatGPT trustpilot logistics Zendesk
PROSEIKO
Head of Customer Experience & Logistics | E-commerce
E-COMMERCE
July 2024 - March 2026 (1 year and 8 months)
Customer experience management for the French leader in custom watch modding.

Bilingual customer support (FR/EN)
Trustpilot Score: 4.6/5 from 346 reviews: benchmark of the modding sector in France
In-house logistics: returns, exchanges, and shipping from a dedicated space
Automations and macros via Gorgias
Gorgias Shopify trustpilot Customer Service logistics

Check out Laëtitia's experience

Amin

Adzenclick

Reviewed on 11/2/2024

I have nothing to say about Laëtitia's work. She is conscientious, dedicated, rigorous, and trustworthy. I warmly recommend her, and will continue to work with her as much as possible.