Freelancer profile translated to English.
Back to original languageAbout Paulo
Are you spending too much on customer support? I reduce your costs by 40-60% and handle 70% of repetitive tickets with AI, while keeping the human touch. 8 years in e-commerce + 3 years in AI automation.
📈 My dual expertise:
- Premium Customer Support (8 years): e-commerce team management, 50,000+ tickets handled, customer satisfaction & resolution
- AI Automation (3 years): intelligent chatbots, optimized templates, automated workflows
💼 What I do for you:
- Automate 70% of repetitive questions
- Reduce your support costs by 40-60%
- Improve response time (24h → 2h)
- Maintain or improve customer satisfaction
- Train your teams on AI tools
🎁 Client results:
- Fashion E-commerce: -65% support time, +12% satisfaction
- SaaS Startup: €30K/year savings, -80% response time
- Marketplace: 75% ticket automation, +15 pts NPS
⚡ My approach:
1. Support Audit
2. Identification of automatable quick wins
3. Progressive implementation (human first)
4. Team training + continuous optimization
🔥 Rare dual skill:
Field management + cutting-edge AI = complete solution, adaptable to all business sizes.
French
Native or bilingual
Portuguese
Native or bilingual
English
Fluent
Remote only
Primarily works remotely
Experience
- Marketplace Services LocauxCustomer Support & Quality ManagerJune 2021 - August 2022 (1 year and 2 months)Management of a customer support team (8 people) for a fast-growing marketplace connecting individuals and businesses.👥 RESPONSIBILITIES:• Support team management (recruitment, training, coaching)• Dual support management (buyers + sellers/providers)• Process & KPI optimization (CSAT, NPS, response time)• Mediation of complex conflicts & disputes• Reporting to management (weekly)📊 ACHIEVEMENTS:• CSAT increased from 78% to 92% in 6 months• Response time reduced from 24h to 6h• Team turnover reduced from 40% to 10%• 15,000+ tickets handled (team)• Mediation process created (95% resolution without escalation)🛠️ TOOLS:Freshdesk, Slack, Google Sheets, Asana, Looker Studio💡 KEY SKILLS:Team Management, Conflict Mediation, Process Optimization, Data Analysis
- Formation ContinueAI & Business Automation CertificationSeptember 2022 - March 2023 (6 months)ChatGPT for Business & Prompt Engineering• Make.com Academy (Automation Expert)• Zapier Automation Specialist• Generative AI applied to customer support• No-Code Tools Mastery🎓 CERTIFICATIONS OBTAINED:• Make.com Certified Expert• Prompt Engineering Advanced• Customer Support AI Specialist💡 PRACTICAL PROJECTS:• 15+ support automation workflows created• 5 functional AI chatbots developed• 100+ optimized prompts tested and validated🛠️ SKILLS DEVELOPED:ChatGPT, Claude AI, Make.com, Zapier, Python (basics), API integrations
- Freelance IndépendantCustomer Support & AI Automation ExpertJanuary 2024 - Today (2 years and 5 months)Specialist in AI-powered customer support automation for e-commerce, SaaS, and marketplaces.🎯 SERVICES:• Customer support audit & AI automation strategy• Conversational chatbot creation (ChatGPT, Claude)• Optimized response templates & intelligent FAQs• Automation workflows (Make.com, Zapier)• Team training on AI tools📊 CLIENT RESULTS:→ 60-80% automation of repetitive tickets→ 40-60% reduction in support costs→ Improvement in response time (-85%)→ Customer satisfaction increase of 15-20 points🛠️ TECHNOLOGIES:ChatGPT, Claude AI, Make, Zapier, Zendesk, Intercom, HubSpot, Python (data analysis)
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Education
- Computer Science DegreeEsig2003