KOUASSI I. GBETO
Austin,MN
Summary
Bilingual Customer Support Specialist with 6+ years of experience in delivering exceptional service through email, chat, and phone. Recognized as a 2017 Mandela Washington Fellow for leadership in business and entrepreneurship. Achieved Top Rated Plus status on Upwork with 100% job success, over 18,000 hours billed, and $100K+ in revenue. Proficient in Zendesk, Shopify, and CRM systems, demonstrating a strong commitment to service quality and client retention.
Overview
5
5
years of professional experience
Work History
Bilingual Customer Service Representative
rankingCoach GmbH
Pilgrimstraße, Germany
03.2021 - 02.2025
- Delivered high-quality bilingual support to European customers, handling 3,900+ hours of live service.
- Responded to email and chat inquiries, maintaining a consistent 5-star rating and repeat client business.
- Assisted in streamlining support operations to improve average response time by 35%.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Monitored incoming emails from customers seeking support or advice.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Customer Support Agent – Shopify
The Warehouse Salon
New Jerseys , NJ
02.2021 - 02.2025
- Delivered bilingual customer service for a U.S.-based beauty and hair care e-commerce store.
- Handled inquiries related to hair color products, order tracking, returns, and product recommendations.
- Assisted customers through email and chat using Intercom and maintained customer data in HubSpot CRM.
- Contributed to higher retention by offering personalized advice and proactive follow-up.
- Resolved billing disputes with customers in a timely manner.
- Provided feedback on ways to improve the quality of service provided.
Customer Service (Zendesk / Shopify)
Amour & Bijoux
Paris, France
11.2020 - 01.2022
- Supported a French brand in e-commerce for over 500 hours.
- Managed inquiries via Zendesk, Shopify, and email. Earned long-term client trust and positive reviews.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Approached customers and engaged in conversation through the use of effective interpersonal and people skills. Managed customer interactions and ticket resolution using HubSpot CRM, including logging cases, tagging conversations, and escalating issues when necessary.
- Managed customer interactions and ticket resolution using HubSpot CRM, including logging cases, tagging conversations, and escalating issues when necessary.
Customer Support for Big Ecommerce Business
Via Upwork
New York, NY
01.2020 - 12.2021
- Delivered bilingual assistance for a major e-commerce brand, resolving 590+ hours of support issues.
- Clients praised listening skills, communication, and consistency.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Responded to customer inquiries via Intercom and live chat, providing real-time assistance with technical issues, product questions, and account management.
- Tracked and resolved order issues including shipping delays, cancellations, returns, and refund requests by liaising with logistics teams and updating customers promptly.
- Maintained accurate customer records in HubSpot, ensuring timely follow-ups and consistent communication across support channels.
French Customer Support – Dropshipping Store
Amour & Bijoux
London, United Kindom
09.2019 - 07.2021
- Provided dedicated support for an international Shopify store, handling over 1,800 support hours.
- Managed order inquiries, refunds, and technical issues via Zendesk with professional follow-through.
- Recognized for excellent communication, professionalism, and long-term collaboration.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Assisted with customer requests and answered questions to improve satisfaction.
Education
Certificate - Social Media Marketing
Riverland Community College
Austin, MN01-2026
Certificate - Business And Entrepreneurship
Oklahoma State University
Stillwater, OK08-2017
Bachelor of Arts - Teaching English As A Second Language
University of Abomey-Calavi
Benin Republic07-2013
Skills
- Social media marketing
- Content creation
- Customer relationship management
- Market research
- Data analysis
- Community engagement
- CRM software usage
- Active listening
- Call management
- Customer support
- Product knowledge
- Call escalation resolution
- Problem-solving
- CRM systems
- Client relationship management
- Fluent bilingualism
- Data entry
- Call center experience
- Flexibility and adaptability
- Customer service
- Multitasking capacity
- Microsoft office
- Self motivation
- Sales techniquesFrench-English Bilingual Support
- Email, Chat & Phone Support
- Zendesk, Shopify, CRM Tools
- Ticket Management
- Remote Communication
- Problem Solving & Empathy
- Customer Retention
- E-commerce Support
- Upwork Client Communication
- Cross-functional Collaboration
Languages
English
Full Professional
French
Native/ Bilingual
Accomplishments
Reciprocal Exchange Program Winner – IREX (2018)
International Trade Training Initiative – West Africa
Selected as part of the U.S. State Department's Mandela Washington Fellowship alumni exchange program. Hosted Anthony Cambas, U.S. trade expert, in West Africa to lead a professional training program on International Trade and Export Readiness. Successfully organized and participated in a training session that impacted over 300 participants, promoting economic empowerment and cross-border trade strategies.
Affiliations
- Board Member of IYF Benin: Serving on the Board of Directors as the Assistant General Secretary (SGA), contributing to the organization's leadership and strategic decisions.
- Youth Camps Organizer: Successfully organizing annual youth camps for 1,000 participants, focusing on education, empowerment, and community building.
- DSI of NTC Benin: Acting as the Director of Information Systems for the NGO, enhancing their technological capabilities and supporting their mission.
- Community Engagement in Stillwater, OK: Volunteered with Habitat for Humanity, helping with projects aimed at providing affordable housing solutions.
- Leadership Development: Mentored and guided youth in leadership skills and personal growth through your involvement in IYF activities.
- Commitment to Service: Demonstrating a strong dedication to community service and social impact through consistent involvement in diverse volunteer organizations.
- Assisted with special events and programs.
- Maintained clean, neat, and operational facilities to serve program needs.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Mentored new volunteers, fostering a supportive and inclusive team environment.
- Collaborated with other nonprofit organizations to develop joint initiatives that benefited the broader community at large.
Timeline
Bilingual Customer Service Representative
rankingCoach GmbH
03.2021 - 02.2025
Customer Support Agent – Shopify
The Warehouse Salon
02.2021 - 02.2025
Customer Service (Zendesk / Shopify)
Amour & Bijoux
11.2020 - 01.2022
Customer Support for Big Ecommerce Business
Via Upwork
01.2020 - 12.2021
French Customer Support – Dropshipping Store
Amour & Bijoux
09.2019 - 07.2021
Certificate - Social Media Marketing
Riverland Community College
Certificate - Business And Entrepreneurship
Oklahoma State University
Bachelor of Arts - Teaching English As A Second Language
University of Abomey-Calavi
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