Freelancer profile translated to English.
Back to original languageAbout Rhoda
Welcome to my profile.
Are you looking for a trusted partner to streamline your daily operations and provide an impeccable customer experience? I am here to support you.
With a structured and solutions-oriented approach, I take charge of your business's operational management to allow you to focus on your core business.
What I can do for you:
Back-Office Management: Order processing, logistics tracking, database updates, rigorous administrative data entry and organization.
Customer Relations: Management of incoming requests, diplomatic handling of complaints, dispute resolution, and customer loyalty.
Transcription and Data Processing: Reliable and accurate transcription of meetings, interviews, webinars, or voice notes. I transform your audio content into structured, summarized documents or content ready to be integrated into your knowledge base.
Process Optimization: Implementation of tracking tools, workflow organization, and deadline adherence.
Whether you need occasional support to handle a workload surge or regular assistance to structure your administrative management, let's discuss your needs.
Ready to delegate to gain peace of mind and efficiency? Contact me now via Malt to discuss your project.
French
Native or bilingual
Remote only
Primarily works remotely
Experience
- IntelciaCustomer Relations Officer - Backoffice - SeniorTELECOMMUNICATIONSDecember 2023 - Today (2 years and 8 months)Compliance check: Verification of client files.Deployment monitoring: Daily monitoring of line activation steps (ADSL, Fiber) in internal management tools.Technical coordination: Management of connection scheduling in direct liaison with technical teams or field technicians.Customer complaint management (Incoming calls)Reception and diagnosis: Handling incoming customer calls reporting delays, activation failures, or technical anomalies.First-level analysis: Quick identification of the blocking cause (address error, network congestion, hardware issue) with clear explanations.De-escalation of tensions: Management of conflict situations and reassurance of dissatisfied customers through active and empathetic listening.Liaison and follow-up with cross-functional departments (Back-Office)Internal coordination: Proactive follow-up with internal departments (logistics for equipment shipment, Level 2 technical support) to resolve complex cases.Ticket monitoring: Creation, updating, and closing of incident tickets in strict adherence to contractual processing times.Operator/partner liaison: Constant communication with third-party network managers to correct routing or eligibility errors.
- SERASERA INTERNATIONALDispatcher & Customer Relations ManagerTELECOMMUNICATIONSAugust 2019 - April 2021 (1 year and 8 months)Order taking and ride dispatch (Dispatch)Incoming call handling: Personalized reception of clients (individuals and professional/corporate accounts) for recording immediate or scheduled transport requests.Needs qualification: Precise collection of critical information (departure address, destination, number of passengers, specific requirements such as a wheelchair-accessible vehicle or a baby seat).Route optimization: Assignment of rides to drivers via dispatch software, considering proximity, real-time traffic, and availability.Complaint and emergency management (Hot calls)Real-time dispute resolution: Handling calls from clients reporting a driver delay or a lost item.De-escalation and mediation: Calming tensions in critical situations (client about to miss a train/plane, driver-client conflict) by offering immediate solutions (dispatching a priority vehicle, commercial gesture).Complex dispute monitoring: Recording complaints, analyzing ride GPS data, and writing reports for the quality department or management.
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Education
- Master's DegreeUniversity of Antananarivo2020Management et administration d'entreprise
- Bachelor's in Finance and AccountingUniversity of Antananarivo2018