Freelancer profile translated to English.

Description

My career has always been built around customer relations, which has gradually allowed me to develop solid expertise in communication, problem-solving, and personalized customer support.

Rigorous, autonomous, and results-oriented, I excel at analyzing customer needs, managing complex situations, and providing personalized support. Today, I want to put this expertise to use for international companies as a customer advisor, technical support, or freelance customer relations specialist.

Having also worked as a virtual assistant, I am a valuable asset for delegating tasks such as emails, chats, and managing your schedule.

My goal is to contribute to the continuous improvement of the customer experience while bringing professionalism, responsiveness, and quality of service to every interaction.

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Remote only

Primarily works remotely

SFR
Expert Customer Support | Virtual Assistant | French-Speaking Customer Service | Technical Support
TELECOMMUNICATIONS
November 2025 - Today (9 months)
Tananarive, Madagascar
For over 5 years, I have been assisting SFR customers in resolving their technical and administrative requests related to ADSL, Fiber, and Mobile services.

My main responsibilities include:

• Technical assistance (ADSL, Fiber, Mobile)
• Diagnosis and incident resolution
• Management of administrative requests and complaints
• Customer support via phone and CRM tools
• Case follow-up until resolution
• Customer advice and loyalty

Results achieved:

- Customer satisfaction: 9.3/10
- Productivity: 5 cases handled per hour
- Repeat contact rate below set objectives
- Constant adherence to quality indicators
- Customer support via email, chat, and phone
- Complaint management
- Data entry
- Calendar management
- Community management
- Content writing
- Use of CRM (Salesforce, Zendesk)
Customer Support Technical Support Customer Relations Administrative Assistance Problem Solving administrative assistance Virtual Assistant Writing French English Translation
assistant virtuel et téléconseiller administratif et technique Chez SFR
Freelancer
INTERNET OF THINGS (IOT)
April 2019 - Today (7 years and 4 months)
Tananarive, Madagascar
My career has always been built around customer relations, which has gradually allowed me to develop solid expertise in communication, problem-solving, and personalized customer support.

Rigorous, autonomous, and results-oriented, I excel at analyzing customer needs, managing complex situations, and providing personalized support. Today, I want to put this expertise to use for international companies as a customer advisor, technical support, or freelance customer relations specialist.

My goal is to contribute to the continuous improvement of the customer experience while bringing professionalism, responsiveness, and quality of service to every interaction.

With over 800 monthly clients
Customer satisfaction: 9.2/10 against 8.7 expected
Customer repeat contact rate: 18.7% against a set objective of 22.5%