Freelancer profile translated to English.
Back to original languageAbout Tess
Expert ine-commerce customer servicefor over 7 years, I have supported more than 300 online stores in transforming their customer service into a real growth lever.My approach? Making customer service a profit center- no longer a cost center - by combining operational know-how, technology, web marketing, and customer psychology.
Results for my clients: rising satisfaction rates (CSAT), falling chargebacks, and an e-reputation that becomes a real selling point.
**E-commerce After-Sales Management | My specialties**:
- Consulting & audit: structuring, processes, KPIs, support team training
- Outsourced customer service management: emails, social networks, Meta AI moderation
- E-reputation: strategic review management (Trustpilot, Google, etc.)
- Chargebacks & disputes: recovering lost revenue
- E-commerce virtual assistance
Who am I?
- Founder of Onially, an agency specializing in e-commerce customer support (+40 employees)
- Trusted partner of several major French and international e-commerce brands for daily customer relationship management
- Customer experience strategy consultant for Shopify stores and e-commerces
- Speaker and trainer in recognized e-commerce training programs: 8lab and MASTER
Why trust me?
Because a well-treated customer returns, recommends, and buys more. My goal is simple: to transform every interaction into an opportunity for loyalty and additional revenue.
📩 A question, an audit, a collaboration project? Contact me, I reply within 12 hours
English
Fluent
French
Native or bilingual
Spanish
Basic
Remote only
Primarily works remotely
Experience
- OniallyCEOE-COMMERCEOctober 2019 - Today (6 years and 10 months)Founder of the Onially After-Sales agency: an agency specializing in customer support management for online stores.
- +7 years of experience
- +300 stores supported
- +40 employees
- Customer service management via email, on social networks
- E-reputation management
- Dispute management with payment processors (Shopify Payment, Paypal, Stripe, Airwallex, ...)
- Development of AI tools for support management (Meta AI Moderation, Google Chrome extensions, ...)
- PureformSales and Marketing AssistantHEALTH AND WELLNESSOctober 2017 - October 2018 (1 year and 1 month)Saint-Jorioz, FranceMarketing assistant position in a sports complex (Gym/Fitness and SPA) in Saint-Jorioz (74)
- EntrepreneurE-commerceFASHION AND COSMETICSDecember 2017 - Today (8 years and 8 months)• Website creation• Catalog management• Facebook Ads• Customer service• Supplier relations• Social media management.
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Education
- Bachelor's degree in Commercial & Marketing Development ManagementEcoris2018Réalisé en alternance
- BAC STMG (Science and Technology of Management and Business)Lycée Henry Parriat2015
Skill set
Categories
- Other