Freelancer profile translated to English.

Description

A bilingual, autonomous Customer Care expert in your CRM tools to pamper your clients.

I put my expertise in multichannel customer support at the service of your growth. I will strengthen your team to qualify your tickets, diagnose remote anomalies, plan technical interventions, and rigorously follow your performance indicators (SLA).

Why work with me? Because I combine mastery of key tools (Pipedrive, Jobber, Slack) with proven field experience and stress management in an international environment. I don't just answer emails: I analyze needs, plan, and resolve with rigor and active listening.

My key deliverables: Handling call/email/ticket flows, satisfaction reporting, CRM updates, and remote logistical coordination. Available immediately.

Languages

French
Native or bilingual
English
Fluent
Malagasy
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Duraclim
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ENERGY AND UTILITIES
June 2026 - Today (1 month)
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Ticket management and qualification. Remotely diagnose the customer's problem. Technician planning. Logistical follow-up, CRM update, and file closure.
Pipedrive CRM Multichannel customer support and ticket management Active Listening Slack Jobber
Madagascar Ground Handling Ravinala Airports,
Passenger Service Agent
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October 2023 - July 2025 (1 year and 9 months)
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Handling and managing critical situations (unforeseen events, disputes) with constant diplomacy towards a demanding clientele. Constant liaison with ground and field operational teams to ensure a smooth customer journey. Application of strict regulatory procedures and maintenance of a high performance level during shifts and staggered hours. Fluent daily professional communication in French and English.
Active Listening Altea DC Sabre Versatility and responsiveness Air Transport
TotalEnergies - Webhelp Group Andranomena,
Customer Advisor
ENERGY AND UTILITIES
March 2023 - July 2023 (4 months)
Antananarivo, Madagascar
Daily processing of customer requests remotely via a multichannel environment (calls and emails). Precise analysis of complex requests, handling of complaints, and rigorous follow-up until complete resolution. Systematic updating of the database to ensure case follow-up and continuity of service between teams. Strict adherence to quality indicators (SLA), processing times, and company standards.
Customer Service SAP CRM Phone Reception Adaptability and responsiveness Multichannel customer support and ticket management