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MAZINDA GLOIRE

@mazindagloire

E-commerce Customer Care Specialist at Doonails who handled 50+ daily tickets while maintaining 95%+ CSAT and 98% SLA compliance.

Turkey

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At Doonails, I delivered French- and English-language customer support for e-commerce customers. I handled more than 50 daily tickets through Freshdesk and Shopify, achieving 95% resolution within 24 hours.

I assisted customers with order tracking, refunds, and product inquiries, and used Slack and JTL to collaborate with my remote team.

At Imece Initiative Association, I supported refugees and undocumented individuals in accessing healthcare and legal services. I provided assistance in English, French, and Turkish, including coordinating hospital visits and legal documentation.

Experience

Work history, roles, and key accomplishments

Customer Care Agent

Doonails

Apr 2024 - Apr 2025 (1 year)

Delivered multilingual support for e-commerce customers, managing 50+ tickets per day via Freshdesk and Shopify. Assisted with order tracking, refunds, and product inquiries while collaborating via Slack and JTL.

Freshdesk Shopify Slack JTL Multilingual Support Ticket Management Order Management Customer Satisfaction

Community Social Worker

Imece Initiative Association

Nov 2022 - Mar 2024 (1 year 4 months)

Supported refugees and undocumented individuals with healthcare and legal access, providing multilingual assistance. Coordinated hospital visits, legal documentation, and essential services.

Multilingual Communication Conflict Resolution Empathy Case Management Community Outreach

Education

Degrees, certifications, and relevant coursework

Ege University

Bachelor's, International Relations

2018 - 2023

Bachelor's in International Relations with focus on economics, communication, and conflict resolution. Completed an internship in import-export, gaining practical trade and organizational skills.