At HexClad Cookware, I supported English- and French-speaking customers through email, chat, and phone. I handled order, delivery, return, refund, warranty, and product-use concerns, documenting cases in Shopify and Kustomer.
With Omnie Enterprise / Schleich, I managed customer contacts across email, chat, and phone using Shopify, Gorgias, and Aircall. I handled order tracking, returns, refunds, replacements, and disputes, and contributed to clearer responses and faster first-contact resolution.
At Air France / Euro Voyage, I managed reservations, ticketing, reissues, refunds, and service recovery for international travellers. I led and coached a customer-service team, tracked service trends in Excel and Power BI, and improved workflow organization and customer waiting time through clearer routing and escalation practices.
Earlier, at DK Automobiles & Hotels, I coordinated purchasing and operational support, then handled more than 80 daily customer interactions by phone and email. I’ve worked across e-commerce, aviation, hospitality, and service operations, with a focus on resolving customer concerns and supporting retention.
