Freelancer profile translated to English.
Back to original languageAbout Marie-Paule
Hello,
I help e-commerce brands structure and optimize their customer service to transform it into a growth lever through Gorgias and artificial intelligence.
As an expert in Customer Care, automation, and AI, I optimize your processes and teams for faster and more relevant responses.
I offer you:
đAudit and optimization of your customer service
- In-depth analysis of your tools (Gorgias, Shopify, etc.) and current processes
- Personalized recommendations to reduce backlog, improve response rate, and maximize productivity
- Optimization of workflows, SAV macros, automatic rules, and ticket prioritization
đStructuring and management of SAV teams
- Creation and redesign of your e-commerce customer service
- Implementation of clear and scalable processes for better ticket management
- Training teams on Gorgias, Shopify, and best SAV practices
- Development of an omnichannel strategy for a fluid and efficient customer experience
âĄOptimization and automation with Gorgias
- Advanced Gorgias configuration for automated customer service
- Creation and improvement of your knowledge bases (FAQ, etc.) used by AI
- Integration of Gorgias' AI agent to respond to customers in real-time
- Performance monitoring and analysis for continuous adjustments
đ My goal: Improve customer experience, reduce support costs, and increase your conversion rate with both a strategic and operational approach.
đđœ Contact me to discuss your needs!
đ§ Customer Service Structuring | Customer Service Optimization | Gorgias Migration | Gorgias Customer Service Audit | Gorgias Expert | Gorgias Automation | Gorgias Optimization
đ SAV Performance | SAV Process Optimization | E-commerce SAV | SAV Audit | Gorgias Audit
đ Customer Service Automation | Customer Service AI | Gorgias AI Agent
French
Native or bilingual
English
Fluent
Spanish
Fluent
Remote only
Primarily works remotely
Experience
- FLYTEXSAV OptimizationE-COMMERCEJanuary 2025 - January 2025 (1 month)Paris, France- Reduction of incoming ticket volume through analysis of current ticket management flows- Creation of a FAQ and contact form- Prioritization and categorization of tickets for more efficient SAV ticket processing- Automation of returns management with the Loop Returns tool in the FR + US market
- CAVALSAV Optimization and Implementation of Automations on GorgiasFASHION AND COSMETICSDecember 2024 - June 2025 (6 months)Paris, France- Analysis of current ticket management flows and processes- Configuration of automatic ticket management rules on Gorgias- Organization of Gorgias views to optimize daily request management- Categorization of requests to obtain statistics on customer contact reasons- Optimization and integration of a Help Center (French/English) for customers- Advanced automation configuration for repetitive requests (order tracking, returns, etc.)- Implementation of Gorgias AI: configuration for processing certain tickets by AI
- Maison DamasCreation of SAV Bases + Gorgias OptimizationsE-COMMERCENovember 2024 - December 2024Paris, France- Creation of pre-recorded responses (Macros) integrating automation elements- Configuration of automatic ticket management rules on Gorgias.- Implementation of custom fields to obtain statistics on customer contact reasons.- Creation and integration of a custom contact form- Chat configuration to automate instant responses- Configuration of automation tools for repetitive requests- Configuration of the AI Agent to handle simple requests directly via Gorgias AI.
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Education
- Project Management and Agile Methods CertificationSimplon.co2023Certification Gestion de Projet et méthodes Agiles (RS5487), Simplon.co, Paris
- Digital Marketing E-commerce CertificateLivementor2022Formation E-commerce, Livementor, Paris