Freelancer profile translated to English.
Back to original languageAbout Fanevaniaina
7 years in customer relations. Specializing in e-commerce, dropshipping, and SaaS.
I have supported various structures – tourism, delivery, B2B, B2C
and dropshipping – by applying rigorous processes and quality standards
adapted to each sector. My role doesn't stop at
tickets: I analyze, structure, and continuously improve your service.
━━ WHAT I DO FOR YOU ━━
✔ Daily ticket and complaint management
✔ Order tracking and supplier coordination
✔ Creation of templates, scripts, and internal processes
✔ Weekly reporting with key indicators
✔ Onboarding and agent training if needed
✔ Bilingual support French and English
━━ MY PROFILE AT A GLANCE ━━
✔ Career path: Customer Service Agent → Team Leader → Operations Manager
✔ Proficient with Google Workspace, Slack, Discord, and most CRMs
✔ Immediately available — flexible hours
Whether you are a growing store or a SaaS startup,
I adapt to your pace and your tools.
→ Send me a message, I'll get back to you within 24 hours.
French
Native or bilingual
English
Fluent
Remote only
Primarily works remotely
Experience
- BlacksheepCustomer Service RepresentativeE-COMMERCEDecember 2025 - April 2026 (4 months)Customer support for a dropshipping store specializing in optical productsin the European and American markets. Order entry and tracking, product technical advice, handling complaints and resolving customer disputes in a bilingual environment.
- Konecta MadagascarOperations ManagerRESEARCHSeptember 2024 - April 2025 (7 months)Team Management - KPI Monitoring - Action Plan Implementation - Participation and monitoring of the onboarding process for supervisors and advisors.
- Konecta MadagascarTeam LeaderMarch 2021 - September 2024 (3 years and 6 months)Liaison between the client and the company - Coaching and skill development for teams - Reporting and monitoring of performance indicators (KPIs) - Conflict management - Issuance of work certificates - Coordination and monitoring of onboarding processes for new employees. Management of offboarding procedures for employees. Collaboration with administrative and medical departments for personnel file management.
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Education
- Baccalaureate Diploma2015Diplôme Baccalauréat