Freelancer profile translated to English.

Description

Specialist in Customer Experience and operational optimization, I support e-commerce stores and SMEs in structuring and automating their customer support.

My goal? To transform your customer service into a lever for efficiency, reduce your incoming ticket volume, and boost your buyers' satisfaction, all through intelligent CRM tool management.

🛠️ MY KEY SKILLS:

• CRM Integration & Optimization: Advanced expertise on Trengo and Zendesk (channel configuration, sorting rules, triggers, ticket routing).

• Automation & Self-Service: Creation and deployment of high-performing Chatbots / Flowbots, implementation of dynamic FAQs and structured help centers.

• Team Productivity: Writing of quick response libraries (macros) adapted to your brand's tone to save your agents valuable time.

• Content & Localization: Writing conversion-oriented product sheets and content translation (English / Dutch to French).

With a dual entrepreneurial and operational background (complete management of digital infrastructures and third-party tools like BookyWay), I understand the growth challenges of businesses.

Let's discuss your project to automate what can be automated and offer your customers a fluid and professional experience!

Languages

French
Native or bilingual
English
Fluent
Dutch
Basic

Workplace preferences

Remote only

Primarily works remotely

Tackle Group Europe
Customer Support Automations & CRM Integrator Specialist
E-COMMERCE
September 2020 - Today (5 years and 9 months)
Vianen, Netherlands
Global management and optimization of the customer experience (B2C/B2B) for a large-scale European e-commerce site.

🛠️ AUTOMATION & CONFIGURATION (Tools: Trengo / Zendesk)
• Creation and deployment of a Chatbot / Flowbot to automate the first level of support.
• Structuring and writing a complete help center (integrated FAQ) reducing the volume of incoming tickets.
• Design of quick response libraries (macros) and automation rules to optimize service productivity.

📞 SUPPORT MANAGEMENT (Omnichannel)
• Daily handling of customer service across all channels (Email, Phone, WhatsApp).
• Dispute management, order tracking, and customer loyalty.

✍️ CONTENT MANAGEMENT & TEXTUAL LOGISTICS
• Writing and optimization of conversion-oriented product sheets.
• Translation and localization of content from English and Dutch to French.
ASBL - Tous à l'O'
Founder / Project Manager
SPORTS
April 2021 - June 2024 (3 years and 2 months)
Soignies, Belgium
Creation and global management of a sports non-profit organization. Implementation of digital infrastructure and automation of internal processes.

• CRM Integration & Configuration: Implementation and complete setup of the BookyWay booking solution (member management, credits, calendars).
• Digital Marketing & Community Management: Creation and management of the Facebook page, launch of local acquisition campaigns.
• Logistics & Planning: Construction, optimization, and management of session schedules.