Freelancer profile translated to English.
Back to original languageAbout Linah
With over 17 years of experience in customer relations, including 13 years in the banking sector (Société Générale Madagascar) and 4.5 years as a Project Manager and Business Developer in a call center, I support companies in outsourcing their customer service.
I provide an operational, bilingual French/English team trained in quality and responsiveness requirements: online chat management, email processing, order tracking, customer support.
My approach: establishment of clear KPIs, recruitment and training of agents, continuous quality coaching, and regular reporting to ensure long-term profitability and customer satisfaction.
Available quickly, scalable according to your needs (volume, hours, languages).
French
Fluent
English
Fluent
Remote only
Primarily works remotely
Experience
- GROUPE EXTERNALISATIONFRENCH AND ENGLISH-SPEAKING PROJECT MANAGERRESEARCHSeptember 2021 - Today (4 years and 10 months)Tananarive, Madagascar· Project Implementation: Coordinated the implementation of projects by defining objectives, budgets, and timelines. Established performance indicators (KPIs) to evaluate and optimize results.· Recruitment and Training: Recruited and onboarded new agents and supervisors, providing training on processes, quality objectives, and client expectations.· Quality Support and Coaching: Provided daily support to teams to improve the quality of customer interactions. Coached on best practices and implemented individual follow-ups to ensure excellent customer service.· Profitability Monitoring: Analyzed results and implemented corrective actions to ensure project profitability. Monitored performance using precise KPIs and made strategic adjustments based on objectives.· Operational Coordination and Management: Supervised daily activities and ensured the achievement of productivity and quality objectives. Managed client relationships to ensure continuous satisfaction and long-term results.
- GROUPE EXTERNALISATIONBUSINESS DEVELOPERSeptember 2021 - Today (4 years and 10 months)Tananarive, Madagascar· Prospecting and Customer Relations: Developed a client portfolio through active prospecting and partnership negotiation. Collaborated closely with clients to assess project feasibility and profitability.· Needs Analysis and Solution Adaptation: Developed customized proposals to meet specific client needs, contributing to lasting and satisfactory relationships.· Contract Negotiation and Management: Negotiated favorable contracts, optimizing margins while ensuring sustainable project profitability.· Performance Indicator Monitoring: Implemented and monitored KPIs to adjust sales strategies and ensure commercial growth.· Inter-team Collaboration: Worked synergistically with project and marketing teams to ensure customer satisfaction and improve operational efficiency.· Market Watch and Reporting: Conducted competitive analysis and market trend analysis, providing insights to guide sales strategy.· Customer Management and Loyalty: Maintained strong relationships with existing clients, fostering opportunities for upselling and customer retention.
- SMART DIGITALCustomer Advisor and Sales AgentApril 2021 - July 2021 (3 months)Tananarive, Madagascar• Training on call center activities (inbound and outbound calls, mailing, chat)• Handling inbound and outbound customer calls• Online sales for product promotion• Appointment setting in a B2B process
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Education
- Certificate of Superior Level English C2ITTI MADAGASCAR2020Certificate of Superior Level English C2
- English Teaching Program Level Advanced II2020English Teching Program Level Advanced II
Skill set
Categories
- Other