E-Commerce

 Missions

Provide fast, accurate and friendly customer support for online stores, handling high ticket volumes and ensuring a 95%+ satisfaction rate across all digital channels.

📝 Tasks

  • Respond to 80–120 tickets/day via email, chat and phone

  • Manage 200+ monthly orders: shipping updates, returns, exchanges, cancellations

  • Resolve 98% of issues on first contact thanks to clear and efficient communication

  • Assist customers during peak sales, handling 3× higher volume (Black Friday, holidays)

  • Solve checkout problems, payment failures, promo code errors

  • Coordinate with warehouses/logistics to track delayed or lost parcels

  • Upsell products (+15% add-on conversions) via personalized guidance

  • Maintain an average response time under 2 minutes on chat

🌟 Results

  • +30% improvement in customer satisfaction (CSAT)

  • 22% reduction in return rates thanks to better guidance

  • 40% fewer complaints handled proactively

  • High retention of repeat customers through excellent support

  • Successfully supported brands during product launches generating thousands of orders

🛠 Tools Used

Shopify • Zendesk • Gorgias • Freshdesk • PayPal • Stripe
Klaviyo • Google Workspace • WhatsApp Business • CRM systems

💼 Skills

Customer service • Problem-solving • Order management
Payment troubleshooting • Refunds & returns • Data accuracy
Multitasking under pressure • Empathy & communication
Conflict resolution • E-commerce workflow management
Bilingual support (French/English)

Our services

Provide a general summary of the services you provide, highlighting key features and benefits for potential clients.

Lumière Jewelry Co. – Luxury Jewelry Boutique

Objective

Provide premium support for high-value jewelry purchases and improve customer trust.

Missions

Guide customers, manage delicate orders, ensure safe delivery.

Tasks

  • Assisted clients choosing engagement rings

  • Processed payments & verified authenticity requests

  • Managed insured shipping & tracking

  • Handled returns/exchanges for sizing issues

Results

  • +25% customer satisfaction

  • Return rate reduced by 18%

  • Increase in repeat luxury purchases

Tools Used

Shopify • Zendesk • Gorgias • PayPal • Stripe • ShipStation

WhiteRibbon Wedding Boutique – Wedding Accessories

Objective

Support brides & grooms during stressful wedding preparations.

Missions

Deliver flawless customer experience for urgent wedding orders.

Tasks

  • Assisted with invitation customization

  • Managed shipping delays on wedding dresses

  • Coordinated rush orders with suppliers

  • Managed bulk bridesmaid accessory orders

Results

  • 98% on-time delivery rate

  • +40% increase in positive reviews

  • Strong trust from wedding clients

Tools Used

Shopify • Etsy • Gorgias • Shippo • Canva • WhatsApp Business

FitPro Gear Store – Sports & Fitness Shop

Objective

Support clients with size guides, equipment usage & returns.

Missions

Help customers choose the correct sports gear.

Tasks

  • Live chat sizing assistance

  • Troubleshooting defective gym equipment

  • Managed 3× ticket volume during sales

  • Coordinated warehouse replacements

Results

  • -20% return rate

  • +30% chat-assisted conversion

Tools Used

Shopify • Zendesk Chat • ShipBob • PayPal • Stripe • Google Workspace

StepStyle Shoes – Footwear E-commerce

Objective

Improve customer experience for online shoe purchases.

Missions

Reduce sizing issues and delivery problems.

Tasks

  • Assisted with size chart selection

  • Processed refunds & exchanges

  • Solved delivery issues (delays, lost parcels)

  • Style recommendations for customers

Results

  • -25% sizing-related returns

  • Complaint resolution time improved by 40%

Tools Used

WooCommerce • Freshdesk • AfterShip • PayPal • Stripe • LiveChat

HomeZen Living – Home & Décor Shop

Objective

Support clients choosing and receiving delicate décor items.

Missions

Enhance online décor shopping experience.

Tasks

  • Décor matching & style recommendations

  • Managed fragile-shipping claims

  • Replacements for damaged items

  • Bulk orders for interior designers

Results

  • +35% customer satisfaction

  • Significant reduction in damaged-delivery issues

Tools Used

Shopify • Gorgias • ShipStation • Canva • PayPal • Stripe

ArtWave Gallery Shop – Art & Wall Décor

Objective

Boost buyer confidence in purchasing high-value art prints.

Missions

Provide expert guidance & secure delivery support.

Tasks

  • Help choosing sizes, framing and materials

  • Special packaging requests

  • Real-time tracking assistance

  • Resolving color or print-quality issues

Results

  • +20% increase in premium print sales

  • +45% positive feedback about packaging

Tools Used

Etsy • Printify • Zendesk • PayPal • Stripe • Mailchimp

FlavorHub Gourmet Foods – Specialty Foods

Objective

Support buyers of fragile or perishable gourmet items.

Missions

Ensure safe, timely delivery and food-quality compliance.

Tasks

  • Cold-shipping assistance

  • Solved transit delays and spoilage issues

  • Shared allergen and ingredient information

  • Recommended product pairings

Results

  • -30% spoiled-package incidents

  • +25% returning customers

Tools Used

Shopify • Freshdesk • UPS Dashboard • Stripe • Klaviyo • WhatsApp Business

TrendHouse Fashion – Clothing & Apparel

Objective

Reduce return rates caused by sizing & style confusion.

Missions

Provide smooth and stylish online shopping assistance.

Tasks

  • Outfit styling

  • Size recommendations

  • Managed 120+ tickets/day

  • Payment & checkout troubleshooting

Results

  • +50% conversion with styling assistance

  • -18% sizing-related returns

Tools Used

Shopify • Intercom • PayPal • Stripe • Klaviyo • Google Drive

Email

Téléphone

elisabethkouyo@gmail.com

418 455 6209

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