Freelancer profile translated to English.
Back to original languageAbout Mehdi
A waiting customer is a lost customer. A bug in your purchase journey that goes unnoticed means evaporating revenue.
The line between Customer Service (after-sales) and the Technical team is often the weak point for e-commerce businesses and startups. This is precisely where I come in.
With a rare dual expertise – a sharp technical background (from École 42) and over 6 years of experience in high-volume customer relations – I don't just "answer tickets." I solve problems at their root, with empathy and efficiency, in both French and English (Bilingual).
💡 My value proposition for your business:
Premium Customer Care (H2H): Managing your tickets, emails, and live chats (Zendesk, Gorgias) with a human, warm tone aligned with your brand's DNA.
Troubleshooting & IT Support: Ability to read, understand, and report technical bugs on your platform (Shopify, WooCommerce, Apps) directly to your developers, thanks to my background as a web developer.
Crisis Management: Experienced with peak loads and demanding customers (over 6 years of conflict and customer relations management at Coopérative U).
Global E-commerce Vision: Hands-on experience in inventory management, after-sales service, and online store visibility (Beauty Zone Perfumery).
🛠 My preferred tools:
Zendesk, Gorgias, Shopify, WooCommerce, Intercom, Google/Microsoft Suite. (Extremely fast learning of new CRMs).
Looking for an autonomous, responsive partner who reassures your customers while understanding the code that runs your business?
Let's discuss your needs!
French
Native or bilingual
English
Native or bilingual
Arabic
Native or bilingual
Remote only
Primarily works remotely
Experience
- Beauty ZoneE-commerce Manager & Customer Support (WooCommerce)RETAIL (SMALL BUSINESS)January 2025 - February 2025 (1 month)Marseille, FranceThe challenge of this mission was twofold: to build a robust e-commerce platform from scratch and to ensure an absolutely seamless Customer Experience (CX), from the first visit to opening the package.As a hybrid profile (Tech & Care), I managed the entire project:Customer Journey & Conversion: Full development of the store on WordPress/WooCommerce, with an interface designed to reassure the customer and facilitate purchases (UX/UI).Automation & Proactive Customer Service Reduction: To prevent an influx of anxious customer tickets asking "Where is my package?", I integrated the Mondial Relay API and configured an automated transactional mailing system. Customers are alerted in real-time at each logistical stage, drastically reducing the need for post-purchase support.Direct Customer Care: Management of "Premium" after-sales service, assisting users during their first login, product advice, and resolution of disputes or technical issues.
- Aktin CommunicationIT Project Manager & User Support (Mobile Application)HEALTH AND WELLNESSJune 2022 - Today (4 years and 1 month)Alger, AlgeriaIn the medical sector, User Experience (UX) and technical reliability tolerate no errors. A bug or a complex journey immediately causes anxiety for the patient.I led the technical development and user journey optimization of BIOVALAPP, a critical application for real-time connection between patients and healthcare professionals (home care).As the guarantor of the overall experience:Patient Journey Design (CX/UX): Creation of an ultra-intuitive service order process (blood tests, consultations) accessible to all user profiles.Reassurance & Real-time Tracking: Development of a system to track the nurse's arrival. Just like in high-end e-commerce logistics, this real-time transparency eliminates customer anxiety and reduces support calls to zero.IT Support & Incident Resolution: Maintenance of the complex technical architecture connecting the patient app, the caregiver interface, and the secure reporting of results to the partner clinic's website. Resolution of critical bugs autonomously.
- Coopérative UCustomer Relations & Operations Specialist (High Volume)AGRICULTUREJanuary 2018 - Today (8 years and 7 months)Paris, FranceThe mass retail sector is the most demanding school for customer relations. It's a very high-pressure "live" environment where one must know how to de-escalate tense situations in seconds, face-to-face.During these 6 years of field experience, I developed stress resistance and unparalleled relational agility:Crisis & Conflict Management: Daily de-escalation of unhappy or impatient customers during peak hours, with calmness, empathy, and firmness.High-Volume Support: Ability to handle a very large number of interactions per day without ever losing service quality or friendliness.Reliability & Consistency: Proven long-term loyalty (6 years within the same company), guaranteeing my partners a stable and committed profile.This experience is the foundation of my mastery of Customer Care: I know how to keep a cool head and reassure the customer, even when tools or situations go awry.
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Education
- Digital Technologies Architect (Troubleshooting Expertise)École 422022Formation d'excellence en ingénierie informatique, reconnue pour sa pédagogie unique au monde (zéro professeur, peer-to-peer learning, projets intensifs). Si je ne me destine pas aujourd'hui au développement logiciel pur, cette école m'a forgé un "mindset" (état d'esprit) indispensable pour l'univers du support client et de la tech : Autonomie absolue : Capacité à chercher, comprendre et maîtriser un nouvel outil (CRM, Back-office, App) en un temps record. Résolution de problèmes complexes : Savoir isoler un bug (troubleshooting), comprendre sa logique, et le vulgariser pour faire le pont entre l'utilisateur final et l'équipe technique. Résistance à la pression : Habitude des environnements exigeants, gestion du stress et respect des délais critiques. C'est ce bagage technique qui me permet aujourd'hui d'aller beaucoup plus loin qu'un agent de support classique.
Skill set
Categories
- Other