Retail

Missions

Provide fast, friendly and accurate remote customer support for retail brands, helping clients with products, orders, returns, sizing and loyalty programs through email, chat and phone.

Tasks (Remote Only, With Numbers)

  • Handled 80–120 customer tickets/day via email & live chat

  • Assisted 200–300 customers/week with product questions (sizes, colors, stock availability)

  • Managed 40–60 return/exchange requests/week remotely

  • Processed 50–80 orders/day (modifications, cancellations, address corrections)

  • Solved delivery issues (lost parcels, delays, address errors) with carriers

  • Supported 20–30 loyalty program registrations/week

  • Guided 60+ customers/week with size charts & product recommendations

  • Handled peak periods with 3× more tickets (sales, new collection launches)

  • Coordinated with warehouse teams remotely for replacements & restocking updates

Results (Remote Performance)

  • +35% improvement in customer satisfaction (CSAT) through fast replies

  • 92% first-contact resolution (chat & email)

  • -20% return rate due to accurate remote size guidance

  • +18% increase in conversions for shoppers assisted via live chat

  • 95% on-time resolution rate for delivery problems

  • 40% reduction in complaint escalations thanks to proactive communication

  • High handling speed: 2–4 minutes average chat response time

Tools Used (Remote Retail)

Shopify • Zendesk • Gorgias • Freshdesk
AfterShip (tracking) • ShipStation • ShipBob
PayPal • Stripe • Klarna
Slack • Trello • Google Workspace
CRM systems for customer history

Skills

Remote customer service • Ticket management
Multichannel communication (email/chat/phone)
Order management & tracking
Problem-solving & conflict resolution
Sizing assistance • Product recommendations
Empathy, patience & clarity
Bilingual support (FR/EN)
Fast typing • High accuracy • Remote collaboration

Our services

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

GlowBeauty Store – Makeup & Skincare Boutique

Sector: Cosmetics & beauty

Tasks:

  • Handled 120+ beauty tickets/day (shades, routines, allergies)

  • Assisted with product matching & makeup guidance

  • Managed returns of opened/unused products

    Results:

  • -25% refund requests

  • +40% increase in shade-matching accuracy
    Tools: Shopify • Gorgias • Klaviyo

FitLife Sports Center – Online Fitness Shop

Sector: Sports & gym equipment

Tasks:

  • Supported 80–100 clients/day with sizing & equipment usage

  • Solved issues with resistance bands, dumbbells, mats

  • Managed order replacements for defective gear

    Results:

  • 92% first-contact resolution

  • +22% conversion via live chat
    Tools: Shopify • Zendesk • ShipBob

ZenYoga Studio – Virtual Yoga Store

Sector: Wellness & yoga accessories

Tasks:

  • Guided 150 customers/week on yoga mats, blocks, straps

  • Helped with online class registration & cancellations

  • Solved streaming issues for virtual classes

    Results:

  • +30% client retention

  • -20% tech-related complaints
    Tools: Stripe • Zoom • Freshdesk

CasaHome Decor – Home Décor & Furniture

Sector: Home & interior

Tasks:

  • Assisted with 50+ décor consultations/week

  • Managed fragile-item claims (vases, frames, mirrors)

  • Coordinated VIP shipment

  • Results:

  • -35% damage complaints

  • +28% satisfaction for décor advice
    Tools: Shopify • Gorgias • ShipStation

FreshBite Bistro – Online Food Delivery Brand

Sector: Restaurant & food delivery

Tasks:

  • Managed 90–110 orders/day (missing items, delays)

  • Coordinated with couriers (UberEats, DoorDash)

  • Solved allergen questions and menu guidance

    Results:

  • 95% on-time resolution

  • +18% positive reviews
    Tools: UberEats Dashboard • WhatsApp Business • POS Online

TrendMode Fashion – Clothing & Accessories

Sector: Online fashion

Tasks:

  • Handled 150+ tickets/day (sizes, returns, discounts)

  • Assisted with outfit styling & seasonal collections

  • Managed loyalty program requests

  • Results:

  • -20% size-related returns

  • +25% conversion on assisted purchases
    Tools: Shopify • Intercom • Stripe

StepPro Shoes – Footwear Store

Sector: Footwear

Tasks:

  • Solved 40–60 return cases/week for sizing

  • Guided customers using size charts

  • Managed shipping of limited-edition sneakers

  • Results:

  • -28% returns

  • Faster resolution by 35%
    Tools: WooCommerce • AfterShip • Freshdesk

ArtBox Studio – Art, Posters & Wall Décor

Sector: Creative & artistic décor

Tasks:

  • Helped 100+ customers/week choose print sizes

  • Managed colour mismatch complaints

  • Coordinated special packaging for large artworks

  • Results:

  • +20% premium print sales

  • 45% improvement in packaging satisfaction
    Tools: Etsy • Printify • Zendesk

PowerKitchen – Healthy Meal Prep Brand

Sector: Healthy food & weekly meal plans

Tasks:

  • Managed subscriptions, cancellations & modifications

  • Assisted 300+ weekly subscribers

  • Solved missing-meal or wrong-order issues

    Results:

  • +30% retention rate

  • -15% refund rate
    Tools: Square POS • Slack • Freshdesk

BookNest – Online Bookstore

Sector: Books & stationery

Tasks:

  • Helped 200 customers/week select books

  • Managed preorders, gift wrapping and personalized notes

  • Solved lost parcel issues

  • Results:

  • 98% successful deliveries

  • +35% customer loyalty
    Tools: Shopify • Gorgias • Shippo

Email

Téléphone

elisabethkouyo@gmail.com

418 455 6209

© 2025. All rights reserved.