Open to opportunities

Hermes Mahieu

@hermesmahieu

Message

Experienced e-commerce customer service leader focused on resolution.

Zimbabwe

Message

What I'm looking for

I seek a customer-focused role where I can lead teams, resolve complex escalations, optimize processes, and support continuous improvement in a collaborative environment.

I am an experienced e-commerce customer service professional with a progressive leadership track record from Customer Service Representative to Team Leader since 2014, handling high-volume email support, presales/aftersales, and multilingual customer interactions. I have managed escalations across logistics, legal, and operational areas, resolved public complaints on platforms like Facebook and Trustpilot, and coordinated closely with legal and management to handle complex cases.

I lead presales and social media teams with daily task allocation, system oversight (refunds, reships, auto-responses), and continuous process optimization, and I train and support team members to improve operational performance and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Team Leader Presales & Social Media

Current

Large E-commerce Website

Jan 2021 - Present (4 years 9 months)

Led presales and social media teams, ensured correct operation of refund/reship systems, resolved complex public complaints, coordinated with legal and management, and optimized procedures.

Team Leadership Social Media Management Refund & Reship Operations Process Optimization

Supervisor

Large E-commerce Website

Jan 2019 - Dec 2021 (2 years 11 months)

Managed internal complaints and resolved public-facing complaints across platforms like Facebook, app stores, and review sites to protect brand reputation.

Reputation Management Social Media Moderation Customer Relations

Aftersales Team Leader

Large E-commerce Website

Jan 2018 - Dec 2019 (1 year 11 months)

Allocated daily tasks, trained new employees, and investigated merchandising issues to provide corrective instructions and improve aftersales operations.

Team Leadership Training Aftersales Merchandising Issue Resolution

Supervisor

Large E-commerce Website

Jan 2016 - Dec 2018 (2 years 11 months)

Managed internal complaint handling including logistics and legal escalations and drove improvements to reduce employee-related negligence incidents.

Complaint Handling Escalation Management Process Improvement Team Leadership

Customer Service Representative

Large E-commerce Website

Jan 2014 - Dec 2015 (1 year 11 months)

Handled high volume presales and aftersales email support for Dutch and French-speaking customers, maintaining response quality and resolution timeliness.

Customer Service Email Support Multilingual Communication Aftersales CRM