Freelancer profile translated to English.
Back to original languageAbout Hery Alex
Do you feel like you spend your time managing emergencies rather than steering your business?
I support SMEs and service companies in structuring their operations to improve their efficiency, service quality, and performance.
With over 20 years of experience in operational management, production management, and continuous improvement, I intervene to identify dysfunctions, optimize processes, clarify responsibilities, and implement management tools adapted to your business.
My areas of intervention:
• Organizational and operational diagnosis
• Process optimization and formalization
• Implementation of KPIs and dashboards
• Structuring of teams and roles
• Operational performance management
• Continuous improvement and resolution of recurring problems
• Optimization of customer relations and after-sales service operations
I work according to my PILOT method:
Prioritize high-impact issues
Identify dysfunctions
Remove organizational obstacles
Organize processes and responsibilities
Dashboards and management indicators
Execute and sustain improvements
Throughout my career, I have managed teams of up to 150 employees, improved production quality by 20%, reduced delivery delays to less than 1%, and supported the development of businesses with a threefold increase in turnover.
My goal: to help you regain control of your operations and transform your organization into a true performance lever.
French
Native or bilingual
English
Conversational
Remote only
Primarily works remotely
Experience
- WepepsDigital & Operations Project ManagerTELECOMMUNICATIONSDecember 2024 - April 2026 (1 year and 4 months)Tananarive, Madagascar• Coordination of customer relations and virtual assistance services (SMEs 10+ employees)• Implementation of management tools (Notion, CRM, performance reporting)• Monitoring profitability and resource management• Optimization of internal organization and processes
- Centres de services & offshoreOperations Manager / BPO ManagerTELECOMMUNICATIONSApril 1998 - June 2023 (25 years and 2 months)Tananarive, Madagascar✓ Management of customer service, operational support, and back-office activities in BPO and offshore environments ✓ Coordination of teams of up to 150 employees and performance monitoring (quality, productivity, deadlines, customer satisfaction) ✓ Management of complaints, customer escalations, administrative follow-up, and operational process optimization ✓ Implementation of management tools (CRM, reporting, workflow organization) to improve service quality and operational monitoring ✓ Supervision of outsourced services in customer relations, virtual assistance, and administrative support ✓ Training and coaching of teams to enhance service quality and operational performance Key results:• • +20% quality on strategic accounts• • Reduction of processing delays to 0-1% and near-zero backlog• • Development of a business unit with a threefold increase in turnover
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Education
- Bachelor's degree in HistoryUniversity of AntananarivoLicence en Histoire
- C2 Master's degreeC2 Maîtrise
Skill set
Categories
- Other