Heriniaina R.

Shopify customer service specialist with over 10 years of e-commerce experience.

I assist Shopify stores and DTC brands in managing high ticket volumes, reducing refunds and chargebacks, and improving customer satisfaction.

If you are looking for a reliable, structured, and performance-oriented profile, I can help you optimize your customer service.

🔥 Key Services

• Shopify Customer Support (Email & Live Chat)

• Order Management & Logistics Coordination

• Refund & Returns Management

• Chargeback & Dispute Processing (Stripe / PayPal)

• Ticket Management via Zendesk & Gorgias

• Customer Experience (CX) Optimization

• SLA & KPI Monitoring

• Response commitment within 24 hours

Ability to handle over 100 tickets per day while maintaining an excellent level of customer satisfaction.

📊 Results Achieved

• Reduction in chargeback rates

• Improvement in Customer Satisfaction Score (CSAT)

• Decrease in first response time

• Increase in customer retention rate

• Optimization of After-Sales Service processes

🛠 Proficient Tools

Shopify | Zendesk | Gorgias | Intercom

Stripe | PayPal

ClickUp | Trello | Slack

Meta Business Suite | Gmail | Notion

➕ Additional Support (as needed)

In addition to customer service, I can also assist with:

• Community Moderation & Management

• Video Editing (CapCut)

• Domain Name Creation & Management

• Customer Review Creation & Optimization

• Administrative & Back-office Support

• Post-purchase Experience Enhancement

French (Bilingual / Native)

English (Professional)

Available for long-term collaboration and ongoing support.

Let's optimize your customer service and Shopify store performance together.