Freelancer profile translated to English.

Description

Support your clients, optimize their experience, secure your growth.

With 6 years of experience in e-commerce and customer relationship management, I provide operational support to structure and manage your Customer Care. From onboarding new users to technical customer service, I turn every interaction into a satisfaction driver.

Organized and autonomous, I master e-commerce codes to offer smooth, responsive, and human support.

My Areas of Intervention:

1. Customer Relations & Customer Care

Onboarding & Follow-up: Assisting new users for optimal platform/product adoption.

Ticketing Management: Multi-channel support (Zendesk, emails) with a solution-oriented approach.

Customer Success: Loyalty building, complaint management, and product feedback collection.

Order Management: Order tracking, invoicing, and carrier dispute resolution.

2. E-commerce & Operational Management

CMS Administration: Catalog management and content updates (Shopify, PrestaShop, Magento, WordPress).

QA & Product Feedback: User testing and bug reporting to improve the interface (UX).

Emailing: Database segmentation and retention campaigns (Brevo, Mailchimp).

3. Image & Community

Moderation & Social Care: Engaging your Instagram/LinkedIn communities and responding to comments/DMs.

Content Design: Creating help materials (visual FAQs, guides, banners) using Canva or Photoshop.

Hard Skills & Tools:

Ticketing/CRM: Zendesk (Expert), HubSpot, Notion.

CMS: Shopify, PrestaShop, Magento, WordPress.

Communication: Mailchimp, Splio, Slack.

Design: Canva (Expert), Photoshop, Keynote.

Rapid adaptation to learning new tools.

Languages

French
Native or bilingual
English
Fluent
Spanish
Conversational

Workplace preferences

Remote only

Primarily works remotely

Chocolaterie de Puyricard
E-commerce Project Manager
AGRICULTURE
January 2024 - January 2026 (2 years)
Aix-en-Provence, France
Web Project Monitoring: Redesign, UX, SEO, photo shoots, and e-merchandising.
Operations: TMA management, data flows, inventory, and corrective maintenance.
Web Customer Relations: International B2B/B2C.
Activation: B2B/B2C email campaigns.
Newsletters Inventory Management Customer Relationship Management (CRM) Customer Relations
Ollygan
E-shop Manager
RETAIL (SMALL BUSINESS)
January 2020 - December 2024 (4 years and 11 months)
Aix-en-Provence, France
Web Coordination: Commercial animation, e-merchandising, and photo shoots (500 SKUs).
Omnichannel: Inventory management, HTML integrations, and SMS/Newsletter campaigns.
External Provider Coordination: Technical and logistical.
Analysis: Weekly KPI reporting.
photo shoot Photo editing Customer Relationship Management (CRM) Wordpress site Community Management
PLD Automobile
QHSE Officer
AUTOMOBILE
October 2019 - March 2020 (5 months)
Les Milles, 13290 Aix-en-Provence, France
Update of DU(ERP) (Unique Risk Prevention Document) for all sites
Internal audits, planning, and monitoring of non-conformities detected during the fiscal year
Creation of QSE documentation: procedures, work instructions
Identified preventive and corrective actions
Unique document Compliance Procedure writing Internal audit