Fifaliana R.

Customer Relations Expert with over 10 years of experience, I support companies in managing and optimizing their customer service to improve satisfaction, loyalty, and overall performance.

For me, customer service is much more than just support: it's a true strategic lever.

Each interaction is an opportunity to strengthen trust, enhance the brand, and increase customer retention.

Throughout my career, I worked in call centers as a telephone advisor and then Quality Manager, before going freelance.

This dual operational and strategic vision allows me today to effectively handle requests while implementing structured and high-performing processes.

🔹 Email, ticket, and chat management (Zendesk, Freshdesk, Gorgias, HelpScout…)

🔹 E-commerce customer support (Shopify, WooCommerce)

🔹 Dispute, refund, and after-sales service management

🔹 Order tracking and logistics coordination

🔹 FAQ and knowledge base creation

🔹 Script and process implementation

🔹 KPI analysis and improvement (CSAT, response time, resolution rate)

Organized, autonomous, and results-oriented, I can handle large volumes while maintaining a high level of quality.

I work with rigor, empathy, and professionalism, whether in a team or completely independently.

I continue to train daily to stay up-to-date on tools, e-commerce trends, and best practices in customer experience.

My goal: transform your customer service into a true growth pillar and offer your customers a smooth, reassuring, and memorable experience.

Available for short or long-term missions, 100% remote.

Let's work together to make your customer relations a sustainable competitive advantage. 🚀