Freelancer profile translated to English.

Description

Hello! I am Maherison Gerard, an independent customer relations advisor specializing in remote customer relations for 8 years. I help companies (E-commerce, SMEs, Startups) optimize their customer journey, from order taking to after-sales service.

My areas of intervention:

📦 Order Cycle Management: Recording, validation, and rigorous follow-up of shipments to keep your customers informed in real-time.

🛠️ Complaint Resolution: Handling disputes (lost packages, damaged products, preparation errors) with empathy and diplomacy.

🔄 Returns & Refunds Management: Implementing and monitoring return procedures according to your commercial policy.

📞 Multi-channel Support: Responsive assistance via phone, email, live chat, and social media.

My preferred tools:

CRM: Zendesk, Freshdesk, Salesforce, HubSpot.

E-commerce: Shopify, Prestashop, Magento.

Communication: Slack, Aircall, RingCentral.

Why work with me?

My goal is simple: to turn a complaint into a loyalty opportunity. Meticulous and with excellent communication skills, I quickly adapt to your brand's tone and internal processes to provide a seamless customer experience.

🚀 Ready to delegate your customer management? Contact me to discuss your needs and define together how to improve your satisfaction indicators (CSAT, NPS) starting this week.

Languages

French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

MADCOM
E-commerce Customer Relations Officer & Dispute Management
E-COMMERCE
March 2020 - Today (6 years and 3 months)
Operational Management: Handling incoming flows (calls, emails, chat) and rigorous monitoring of the order lifecycle.
Technical Resolution: Managing delivery anomalies, investigations with carriers (Colissimo, Chronopost), and processing returns.
Loyalty Building: De-escalating conflict situations and transforming complaints into positive reviews.

Example of a case involving a delivery delay
- Problem restatement
- Calm and professional tone
- Solution proposal (exchange, refund, commercial gesture)

Chatting:
- Quick and clear response
- Human and empathetic tone
- Verification before responding
Support Channels: Incoming call management, Live chat, Email support, Ticket management. Logistics: Package tracking, Carrier dispute management, Returns and refunds. Bureautique : Suite Google (Sheets), Microsoft Excel (pour les reportings de satisfaction) After-sales service (SAV) Customer process optimization.
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Customer support
E-COMMERCE
February 2018 - Today (8 years and 4 months)
B2C customer relations specialist with 7 years of experience, I help companies offer a consistent and engaging customer experience.
From daily request management to resolving complex situations, I provide responsive, human, and solution-oriented support.
My goal: to enhance customer satisfaction, reduce dissatisfaction, and contribute positively to the brand image.

- Reduction of response times

- Improvement of customer satisfaction

- Management of high volumes of tickets

👉 Accustomed to managing high volumes of requests while maintaining a high level of customer satisfaction.