Freelancer profile translated to English.
Back to original languageAbout Marlone
After more than 15 years leading an e-commerce brand, I encountered the daily challenges of customer support management: increasing ticket volume, increasingly complex customer requests, maintaining response times, and managing and training customer service staff.
With business growth, customer support progressively became one of the heaviest internal management areas, leading to constant mental load related to the continuous processing of repetitive requests, pressure from response deadlines, and managing sometimes complex or dissatisfied customer situations.
It is in this context that I decided to create Elma IA, to support e-merchants facing the same operational challenges.
Elma IA implements customer support automation solutions based on field experience according to your needs, allowing automatic processing of recurring requests (order tracking, returns, delivery times, upsell, etc.).
These automations reduce the number of tickets requiring human intervention by a minimum of 60%, with performance reaching up to 75% in some environments.
The objective is to structure customer support, reduce the burden of manual request processing, and improve response times.
French
Native or bilingual
Remote only
Primarily works remotely
Experience
- Elma IAE-commerce customer service automation consultantE-COMMERCEFebruary 2026 - Today (4 months)Bruxelles, BelgiumSupporting e-merchants in optimizing and automating their customer support.Implementing AI agents capable of:• Automatically processing recurring customer requests• Reducing the volume of tickets requiring human intervention by at least 60%• Structuring and optimizing customer service workflows• Integrating all existing tools• Implementing intelligent classification and escalation systemsApproach based on 15 years of field experience in the operational management of an e-commerce brand.Objective: reduce operational load, accelerate response times, and improve customer experience.
- Elma iaFounderE-COMMERCEJanuary 2010 - Today (16 years and 5 months)Bruxelles, BelgiumI have been working in entrepreneurial environments for over 17 years, in direct contact with managers and operational teams.Over the years, I have often faced situations where work methods needed to be revised, processes simplified, or blockages resolved that slowed down daily operations.This has allowed me to develop an ability to quickly understand how a company works and to identify concrete adjustments to streamline operations and limit repetitive tasks.I also place great importance on exchanges with teams to fully understand field realities and adapt solutions to operational constraints.Depending on the project's needs, I also rely on a team of specialized collaborators who support me.
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Education
- Self-taught training in entrepreneurshipField experience2009Apprentissage par la pratique à travers la création et la gestion d’activités e-commerce depuis plus de 17 ans. Développement de compétences en organisation, gestion opérationnelle, service client, structuration des processus et optimisation des flux de travail.