Freelancer profile translated to English.
Back to original languageAbout Fara Narindra
Versatile trainer – Management, quality, customer relations & operational coordination
With over 8 years of experience in the field of customer relations, I have built solid expertise in production management, quality management and process optimization. My background has also allowed me to master all aspects related to customer communication: whether by e-mail, telephone or any other channel, I know how to maintain a fluid, professional and satisfaction-oriented relationship.
In addition to training and supporting teams, I also take care of managing correspondence, planning activities, as well as coordinating exchanges with customers. My approach is structured, human and focused on efficiency.
Today, I make this versatility available to contribute to the success of your projects, whether by training your teams, managing your quality processes or ensuring the fluidity of your customer relations.
My commitment: to help you improve performance, organization and peace of mind.
Let's discuss your needs together!
French
Native or bilingual
English
Conversational
Remote only
Primarily works remotely
Experience
- Ocean Call CentreSubstitute SupervisorTRANSPORTATIONJanuary 2020 - January 2023 (3 years)Tananarive, MadagascarResponsible for multi-channel teams in charge of: Operational management: Planning schedules (BO) and distribution of calls for a team of 33 advisors (13 remotely in Serbia + 20 on site). Performance management: Animation, continuous training and skills development of tele-advisors. Process optimization: Deployment and improvement of tools/procedures to boost productivity and quality of service. Strategic monitoring: Reporting and analysis of KPIs (resolution rate, CSAT, NPS) to adjust performance in real time.
- WeformOI - ATOI ConsultingProject ManagerJanuary 2025 - Today (1 year and 5 months)Tananarive, MadagascarTraining Engineering - Pedagogical Innovation (Needs analysis, support design, pedagogical monitoring) Operational Management: planning, coordination of resources and budgets) Quality Management: implementation of KPIs and continuous improvement Commercial Development: prospecting and customer portfolio management.
- Ocean Call CentreTrainerJanuary 2020 - January 2025 (5 years)Training system pilot in charge of: Pedagogical engineering (creation of supports, adaptation to target audiences), Continuous improvement (evaluations, quality audits, customer feedback), Resource optimization (animation of the trainer network, digitization of content), Proactive detection of skills needs (in connection with the GPEC).
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Education
- Bachelor's degree in corporate communication2012Licence en communication d'entreprise
- Certification in continuous improvementACPE Inc2011Certification en amélioration continue