Freelancer profile translated to English.

Description

Specializing in customer experience analysis and operational process optimization within the telecommunications sector, I support the continuous improvement of service quality, customer satisfaction, and team performance.

Industry field of expertise

Languages

French
Native or bilingual
English
Basic
Malagasy
Fluent

Workplace preferences

Can work on-site

Tananarive (up to 20km)

Orange Business Madagascar
Customer Service Analyst / Mobile Customer Referent Manager DGC.
TELECOMMUNICATIONS
December 2022 - Today (3 years and 6 months)
Tananarive, Madagascar
Customer Relationship Management:
- Processing and tracking customer requests.
- Handling complaints and escalations.
- Assisting customers with mobile services.
- Coordinating between customers and internal teams.

Service Quality Analysis and Monitoring:
- Analyzing incidents and malfunctions.
- Identifying root causes of recurring problems.
- Proposing corrective and preventive actions.
- Monitoring customer satisfaction indicators.

Operational Management:
- Managing complex cases.
- Coordinating with technical, sales, and support teams.
- Ensuring process compliance.

Business Referent:
- Supporting customer service teams.
- Training and onboarding new employees.
- Participating in the continuous improvement of procedures.
- Contributing to transformation and optimization projects.

Responsibilities:
- Ensuring customer satisfaction and loyalty.
- Monitoring incidents until resolution.
- Producing regular analyses and reports.
- Ensuring compliance with contractual commitments.
- Acting as the primary contact for specific accounts or sensitive cases.
- Participating in the reduction of complaints and processing times.

Tasks Performed:
- Analyzing customer tickets and requests.
- Handling complaints.
- Updating customer databases.
- Producing activity reports.
- Monitoring performance indicators (KPIs).
- Leading follow-up meetings.
- Coordinating corrective actions with technical teams.
- Documenting procedures and processes.
INTELCIA
Technical Advisor & ADSL/FTT Referent Advisor
August 2020 - November 2022 (2 years and 3 months)
Tananarive, Madagascar
Main Mission:
Provide technical support and guidance to customers on fixed Internet services (ADSL and FTTH/Fiber), while serving as a technical referent for the teams.

Tasks Performed:

Diagnosing and resolving ADSL and Fiber technical incidents.
Phone support and customer assistance.
Analyzing network and equipment malfunctions.
Tracking cases until resolution.
Escalating complex incidents to specialized teams.
Supporting and mentoring less experienced advisors.

Responsibilities:

Ensuring service quality and customer satisfaction.
Reducing incident processing and resolution times.
Ensuring compliance with technical procedures.
Serving as a technical reference point for the team.
Contributing to the continuous improvement of practices and processes.

Deliverables:

Intervention reports and follow-ups.
Documentation of incidents and solutions provided.
Analysis reports of recurring issues.
Technical procedures and recommendations for the teams.

Key Skills Developed:
Technical support, network diagnostics, customer relations, problem-solving, ADSL/FTTH expertise, incident management, team support, communication, and continuous improvement.
Mister Francophonie Madagascar
Event Referent
CULTURE
February 2020 - February 2020
Tananarive, Madagascar
Main Mission:
Coordinate and ensure the smooth organization of events related to Mister Francophonie Madagascar, guaranteeing their successful execution and the coordination of various stakeholders.

Tasks Performed:

Planning and logistical organization of events.
Coordination of participants, partners, service providers, and teams.
Monitoring schedules and managing operational aspects.
Preparing and leading coordination meetings.
Managing unforeseen issues and resolving problems during events.
Participating in event communication and promotion.

Responsibilities:

Ensuring the smooth running of events.
Coordinating between different stakeholders.
Ensuring deadlines, budget, and objectives are met.
Overseeing operations before, during, and after events.
Representing the organization to partners and participants.

Deliverables:

Organization plans and timelines.
Meeting minutes and event reports.
Action and partner tracking spreadsheets.
Organizational assessments and improvement recommendations.
Communication materials and logistical documents.

Key Skills Developed:
Event project management, team coordination, logistical organization, communication, partner management, problem-solving, priority management, and working in a multicultural environment.