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Senior customer support and CX automation specialist with 10+ years supporting SaaS platforms in English, French, and Italian. I run Intercom and Zendesk, build and optimize Fin AI workflows, and turn messy support operations into systems that resolve issues instead of just closing tickets. Most support agents close the ticket and move on. I fix the underlying problem: I reproduce the bug, file the Jira report, escalate cleanly to engineering, and write the macro or SOP so it never becomes 50 tickets next month. Across roles at Microsoft (Outlook mobile), Duolingo English Test, FLiiP, and now Propulse, I've handled 100 to 150 tickets a day at Tier 3, investigated fraud and payment disputes, and mentored teammates. What I bring: AI and automation: Fin AI configuration and optimization, conversational support design, workflow and macro building, CSAT systems, support reporting and analytics. Platforms and CRMs: Intercom, Zendesk, HubSpot, Helpshift, Salesforce, Freshdesk, Jira, Airtable, Notion, Slack, Fireflies, Google Workspace, Trustpilot. Payments and billing: Stripe, Paysafe, Bambora, plus crypto and exchange support (Binance, Kraken, Alipay), refunds, disputes, and fraud investigation. Documentation and QA: training docs, SOPs, internal FAQs, knowledge base articles, bug reproduction, feature testing, and engineering handoff. Certifications: CompTIA A+, Network+, Security+, Google Cybersecurity, Google Project Management, IBM Technical Support Fundamentals, plus Intercom Support Agent and Support Manager. What I'm looking for: a long-term role with a company building something real, not a one-week task. If you want a support function that actually reduces ticket volume and keeps customers, let's talk.

Bonjour et bienvenue sur mon profil, Je m’appelle Carine, assistante virtuelle spécialisée dans le customer care en français. Depuis plus de 5 ans, j’accompagne des entrepreneurs, coachs et formateurs dans la gestion quotidienne de leur relation client. 🎯 Mon objectif : vous faire gagner du temps en prenant en charge toutes ces tâches essentielles mais chronophages, tout en assurant une expérience client fluide, professionnelle et surtout humaine. Voici quelques domaines dans lesquels je peux vous accompagner : ✉️ Support client : gestion des emails, réponses aux demandes, SAV 📅 Organisation : prise de rendez-vous, gestion de l’agenda, coordination des coachings 💬 Suivi client : onboarding, offboarding, accompagnement pendant vos programmes 🧾 Facturation : création de devis, suivi des paiements, relances 🛠️ Outils : Notion, Systeme.io, Stripe, Google Workspace, Dashlane, WhatsApp Business… 💡 Ce que mes clients disent souvent de moi : Je communique avec clarté et bienveillance Je travaille avec rigueur, autonomie et sens de l’organisation Je sais m’adapter rapidement à chaque univers de travail 📩 Vous cherchez une personne de confiance pour prendre soin de vos clients comme vous le feriez vous-même ? Je serais ravie d’échanger avec vous sur vos besoins.

💡 Transformer vos idées en résultats concrets est mon objectif principal. Que ce soit pour générer du contenu engageant, automatiser vos processus, analyser vos données ou améliorer votre présence digitale, je m’assure que chaque tâche contribue à la croissance de votre projet. Avec plus de **4 ans d’expérience professionnelle**, je me spécialise dans plusieurs domaines clés, où l’excellence technique rencontre une approche humaine et stratégique. Voici un aperçu de ce que je peux apporter à votre projet : 🧑‍💼 **Support administratif & gestion de projet** : Assistance virtuelle, saisie et gestion de données, coordination de projets à distance. Je m’assure que votre organisation fonctionne efficacement, tout en libérant votre temps pour les tâches stratégiques. 📊 **Data, IA & analyse** : De l’analyse de données à la visualisation avancée, en passant par le machine learning et le deep learning, je transforme les données brutes en insights exploitables. L’annotation et le labelling de datasets pour IA, notamment pour l’IA générative, font partie de mes compétences, garantissant une qualité élevée et des modèles fiables. 📈 **Marketing digital & communication** : SEO, publicité, campagnes marketing, gestion des réseaux sociaux et génération de leads. Mon approche combine créativité et analyse pour maximiser le retour sur investissement et l’engagement client. 💻 **Développement & automatisation** : Maîtrise du scripting, CMS, tests manuels et automatisation des tâches répétitives. Je simplifie les flux de travail pour gagner du temps et réduire les erreurs. Vos systèmes fonctionnent mieux, plus vite et de manière plus fiable. 🎨 **Design et multimédia** : Conception de produits, packaging ou supports digitaux, toujours avec un œil sur l’expérience utilisateur et l’esthétique. Chaque design est pensé pour capter l’attention et transmettre votre message de manière claire et impactante. ✍️ **Rédaction, traduction et transcription** : Création de contenu SEO optimisé, traduction fidèle et fluide, et transcription précise. Chaque mot est choisi pour maximiser l’impact et l’engagement, tout en respectant votre ton et vos objectifs. 🚀 Mon approche ne se limite pas à l’exécution : je m’immerge dans votre projet, identifie les points faibles et propose des solutions concrètes. Par exemple, pour un récent projet de transcription et analyse de contenu, j’ai non seulement fourni une transcription précise mais j’ai également structuré les données pour une exploitation immédiate en marketing et reporting. Voulez-vous que je vous montre un petit aperçu de mon travail, directement adapté à votre projet, pour que vous puissiez évaluer ma méthodologie et mon efficacité ? 💼 💡 My main goal is to turn your ideas into concrete results. Whether it's generating engaging content, automating your processes, analyzing your data, or improving your digital presence, I make sure that every task contributes to the growth of your project. With over **4 years of professional experience**, I specialize in several key areas, where technical excellence meets a human and strategic approach. Here's an overview of what I can bring to your project: 🧑‍💼 **Administrative support & project management**: Virtual assistance, data entry and management, remote project coordination. I ensure that your organization runs efficiently, while freeing up your time for strategic tasks. 📊 **Data, AI & analysis**: From data analysis to advanced visualization, machine learning, and deep learning, I transform raw data into actionable insights. Annotating and labeling datasets for AI, particularly for generative AI, is part of my skill set, ensuring high quality and reliable models. 📈 **Digital marketing & communication**: SEO, advertising, marketing campaigns, social media management, and lead generation. My approach combines creativity and analysis to maximize return on investment and customer engagement. 💻 **Development & automation**: Proficiency in scripting, CMS, manual testing, and automation of repetitive tasks. I simplify workflows to save time and reduce errors. Your systems run better, faster, and more reliably. 🎨 **Design and multimedia**: Design of products, packaging, or digital media, always with an eye on user experience and aesthetics. Each design is crafted to capture attention and convey your message clearly and impactfully. ✍️ **Copywriting, translation, and transcription**: Creation of SEO-optimized content, faithful and fluid translation, and accurate transcription. Every word is chosen to maximize impact and engagement, while respecting your tone and objectives. 🚀 My approach: I immerse myself in your project, identify weaknesses, and propose concrete solutions. Would you like me to show you a small preview of my work, directly tailored to your project, so you can evaluate my methodology and effectiveness? 💼

Every growing business hits the same wall: operations that made sense at 10 clients or 100 orders start breaking down at scale. Tickets pile up, communication gets inconsistent, nobody owns the processes, and the founder ends up managing the chaos instead of the business. I step in as the operational layer that holds it together. Since 2016 I've been running day-to-day operations for ecommerce stores, SaaS companies, course platforms, and digital businesses — managing customer support teams, building SOPs, coordinating across departments, and making sure nothing falls through the cracks. I work across English and French-speaking markets, lead teams and communication across multiple platforms, and deliver everything through AI-assisted workflows that keep quality high and response times low. My role isn't to execute tasks and wait for instructions. It's to own the operational side of your business, identify what's breaking before it becomes a problem, and build the systems that make your team run without you having to manage every detail. What I manage and deliver: ◇ Customer support operations - email & chat, on-brand and fast, AI-assisted with human oversight on every response ◇ Workflow optimization & SOP development - building and documenting processes your team can actually follow ◇ Team coordination - clear, stable, async-friendly across Slack, email, helpdesks, and PM tools ◇ KPI tracking & SMART goal setting - so performance is measured, not assumed ◇ Order management & supplier communication - dropshipping workflows, DSers, AliExpress ◇ Platform admin - Shopify, WooCommerce, course platforms, SaaS back-office ◇ Helpdesk setup & optimization - Gorgias, Zendesk, Richpanel, macros and workflow builds ◇ English & French market support - fully fluent, no translation lag, no outsourced phrasing I work best with founders and leadership teams who need a reliable operational right hand - someone who takes ownership, communicates proactively, and builds things that last beyond the first month. If that's what you're looking for, let's talk.

Are you in search of a Multitalented Personal Virtual Assistant who is an expert in doing day-to-day tasks? If yes, then you are at the right place. Hello, my name is Fadila BANGRE, and I have a degree in Business, Commerce, and Logistics. I am a versatile virtual assistant and business support specialist with several years of experience supporting entrepreneurs, startups, SMEs, and professional teams. I specialize in managing daily tasks, optimizing work processes, and project management, allowing my clients to focus fully on their growth. Thanks to my skills in administration, e-commerce, customer service, social media management, content creation, and customer relationship management, I offer a comprehensive and customized solution to effectively support business development. I am a full-time Upwork freelancer, available for up to 18 hours a day. I am able to work independently or as part of a team, with professionalism and efficiency. I provide 24/7 online support via Upwork, Skype, WhatsApp, and Slack, ensuring smooth, fast, and professional communication. The confidentiality of each assignment is a top priority. Rigorous and results-oriented, I work with commitment to ensure that deadlines are met and high-quality services are delivered at competitive rates. With a stable high-speed internet connection of up to 700 Mbps, I ensure optimal collaboration with clients around the world. My goal is to provide reliable, efficient, and customized virtual assistance, actively contributing to the success and growth of businesses. If you are looking for a serious, competent, and fully committed virtual assistant, please do not hesitate to contact me. I would be delighted to work with you. ⭐Skills & Areas of Expertise⭐ Administrative & organizational support ✅ General administrative management ✅ Database entry, updating, and management ✅ Document filing, organization, and archiving ✅ Internet research and strategic information gathering ✅ Transcription of audio and written documents ✅ Conversion of PDF files to Word and Excel ✅ Data entry, processing, and copy-paste tasks ✅ Lead generation and qualification ✅ Organization and scheduling of business appointments ✅ Coordination of availability and optimization of schedules ✅ Management of phone calls E-commerce & dropshipping management ✅Processing, tracking, and managing customer orders ✅Administering Shopify and WordPress stores ✅Importing, uploading, and managing products ✅Creating, writing, and optimizing product descriptions ✅Managing inventory and tracking logistics ✅Comprehensive management of dropshipping activities Tools & software mastered ✅ CRM: Notion, Asana, Dropbox, Slack, Zoom, Loom, Calendly, Zendesk, Singlekey, Evernote, Jetform, Trello, Crips ✅ CMS: WordPress, Shopify ✅ Office automation & productivity: Microsoft Word, Excel, CSV files, Google Docs ✅ Social Media : Facebook, Twitter, TikTok, Instagram, Pinterest, LinkedIn

I help businesses provide fast, clear, and professional customer support across email, live chat, and phone. With 3 years of experience in customer support, I have handled daily customer inquiries, resolved issues efficiently, managed support tickets, and maintained a friendly and professional tone even in challenging situations. I have experience using tools such as Intercom, Wix, and 8x8 for customer communication and support. I also have experience with Implio for content moderation, helping online platforms stay safe, respectful, and aligned with community guidelines. I can help your business with: • Email, chat, and phone customer support • Responding clearly and accurately to customer inquiries • Managing high volumes of support tickets • Handling complaints with patience and professionalism • Using support and communication tools such as Intercom, Wix, and 8x8 • Improving customer satisfaction and overall support experience • Content moderation using Implio • Identifying and flagging inappropriate content • Keeping online communities safe, respectful, and aligned with guidelines I am reliable, detail-oriented, and easy to work with. My goal is to support your team, make your customers feel heard, and help your business maintain a positive and trustworthy customer experience. Let’s work together to deliver excellent support to your customers.