Freelancer profile translated to English.
Back to original languageAbout Lisa
Available all year round, 7 days a week
I manage your customer service with responsiveness, rigor, and continuity, **even on weekends**.
More than 15 years of experiencein customer relations (banking and telecommunications), including 6 years in e-commerce.
I take care of your after-sales support by email and provide fast, clear, and professional processing, regardless of the volume.
Specialist in Shopify, PrestaShop, Wordpress, Freshdesk, Gorgias, Gmail, and multilingual management (FR/EN/DE/PL).
I have already supported +20 French and international brands and guarantee constant follow-up that reduces disputes and increases satisfaction.
What you get:
✔ Customer service managed7 days a week**, **uninterrupted, without surcharge
✔ Reliable, structured, and brand-consistent after-sales service
✔ Precise management: returns, disputes, complaints, order tracking
✔ Professional, clear, responsive communication
✔ Continuous presence that builds loyalty, converts...and sells
✔ Business-oriented management: I don't just answer, I identify opportunities and turn hesitant customers into buyers
One certainty:
Good customer service builds loyalty.
A well-managed after-sales service doesn't cost: it pays.
Support provided by someone who masters sales is even better: every interaction becomes an opportunity to increase your revenue.
I offer you continuous, professional, and performance-oriented management of your customer support, so you can focus on growing your brand.
French
Native or bilingual
English
Fluent
Spanish
Fluent
German
Fluent
Remote only
Primarily works remotely
Experience
- LisaGestionSAVCustomer Service & Customer Experience ExpertE-COMMERCEMarch 2020 - Today (6 years and 5 months)Paris, FranceExperience – Customer Service / SAV:
- **Loyalty-oriented SAV**: every interaction is an opportunity to create a loyal customer.
- Specialist in after-sales support by email, in the FR / UK / US / DE / PL markets.
- **Comprehensive management**: customer requests, returns, complaints, disputes, order tracking, delays, lost packages, logistical errors.
- Tool proficiency:Shopify, Freshdesk, Gorgias, Gmail, carrier interfaces.
- Multilingual service: French, English, German, Polish.
- **Availability 7 days a week**, high responsiveness, **even on weekends**.
- Ability to perfectly adapt the tone to the brand's style (premium, fun, corporate, minimalist).
- Clear, human, and solution-oriented communication, even in complex situations.
- Structured management of internal processes.
- Ability to turn a dispute into an opportunity for loyalty or resale.
- Strong customer satisfaction culture,complete autonomy and rigorous work.
- BanquePersonal Banking AdvisorBANKING AND INSURANCEJune 2016 - November 2024 (8 years and 5 months)Paris, FranceAs part of a bank branch, I was responsible for a portfolio of private clients, with a dual mission:to ensure impeccable customer supportandto ensure the commercial development of the branch.Key tasks and responsibilities:
- Accompany and advise private clients on all their financial needs: accounts, projects, investments, savings, loans, and insurance.
- Propose and sell a diverse range of banking and insurance products: home and car insurance, personal insurance, mortgage loans, consumer loans, savings and retirement solutions.
- Prepare, analyze, and monitor loan applications, ensuring regulatory compliance and supporting the client until completion.
- Manage complex requests, complaints, disputes, and sensitive situations with professionalism and pedagogical skill.
- Ensure personalized follow-up of the portfolio through targeted follow-ups, regular appointments, and a proactive approach.
- Actively contribute to the branch's commercial objectives through structured activity and rigorous reporting.
- Strictly apply internal procedures and compliance standards: KYC, anti-money laundering, legal obligations related to insurance and loans.
Skills and qualities developed:*Strong autonomy- **Rigor and organizational skills**, essential for simultaneously handling complex, sensitive, and regulated files.
- **Excellent communication and active listening**, enabling concrete, clear, and human customer support.
- Ability to transform customer needs into tailored solutions, with a real mastery of consultative selling.
- Effective management of delicate situations, dispute resolution, and maintenance of lasting customer relationships.
Recommendations
SP
VD
+5
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Education
- BachelorBanking & Insurance2017
Skill set
Categories
- Other