Freelancer profile translated to English.

Description

I support professionals in their performance through specialized services in customer service, virtual assistance, project management, and procedure writing.

I provide reliable, structured, and flexible support to help each organization gain efficiency and quality.

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Remote only

Primarily works remotely

Konecta Group
Platform Manager
TELECOMMUNICATIONS
September 2023 - September 2025 (2 years)
Madagascar
Supervision of omnichannel operational units (voice, chat, email). Analysis and monitoring of performance indicators (KPI, SLA, NPS). Team leadership: meetings, coaching, evaluations, and individual support. Direct interface with clients and inter-departmental coordination.
Management d'équipe Système de management de la qualité ISO 27001 ISO 9001 PCI DSS
Konecta
Supervisor
January 2019 - January 2023 (4 years)
Madagascar
Rapid progression: advisor → supervisor in 3 years due to performance and commitment. Management of 15 to 25 advisors: quality monitoring, reporting, and schedule management. Continuous training of agents and improvement of customer satisfaction rate. Reduction of error rate by 20% through a skills development plan.
Teleperformance
Team Leader
January 2017 - January 2018 (1 year)
Madagascar
Management of a team dedicated to customer relations. Daily management of workflows and performance. Initial training and support for new advisors.