Freelancer profile translated to English.
Back to original languageAbout Nancy Roberdison
Why settle for existing when you can captivate?
I lead your marketing projects with a global vision to transform your brand into the undisputed leader of its market. No longer be an option, become the reflex!
Ready to change dimensions?
French
Native or bilingual
English
Fluent
Malagasy
Native or bilingual
Remote only
Primarily works remotely
Experience
- Total Boost Développement GroupeMarketing and Subsidiary Development ManagerJune 2025 - January 2026 (8 months)France
- Define and manage the overall marketing strategy in line with group objectives, ensuring its operational deployment within subsidiaries.
- Continuously analyze markets, industry trends, and competition to anticipate changes and propose strategic directions.
- Develop and implement marketing and business development plans adapted to each subsidiary, with measurable and tracked growth objectives over time.
- Design, write, and publish differentiated content adapted to various social media platforms (LinkedIn, Instagram, Facebook, TikTok, etc.) to maximize engagement and visibility.
- Define and track performance indicators (KPIs) to evaluate the effectiveness of marketing campaigns, measure return on investment (ROI), and support management decisions. Identify new growth levers (digitalization, diversification, partnerships, new markets) and support subsidiaries in launching and monitoring these initiatives.
- Produce quantitative analyses and strategic reports to inform decision-making at headquarters and guide local priorities. Ensure consistency between the strategy defined by headquarters and the necessary adaptation to the specificities of each local market, while optimizing resources.
- Orange MadagascarCustomer Service Manager (Call Center)TELECOMMUNICATIONSApril 2024 - April 2025 (1 year)Tananarive, Madagascar
- Real-Time Management: monitor incoming call, email, or chat volume and compare it to forecasts; adjust task distribution and resource allocation to meet the target Service Level; alert planning or management in case of significant deviation between workload and available capacity.
- Team Management and Motivation: lead, motivate, and animate the team (briefings, debriefings, team meetings). Training and Skill Development: ensure the onboarding of new hires and continuous training.
- Individual Support and Coaching: listen to calls and provide constructive feedback, implement personalized action plans. Performance Indicator Monitoring and Analysis (KPIs): analyze and track key indicators such as First Contact Resolution (FCR), Average Handling Time (AHT), Customer Satisfaction Rate (CSAT/NPS), and Service Level.
- Productivity Optimization: ensure advisors are connected and available during peak hours (respecting Time-to-Answer); manage "off-production" activities (breaks, training, coaching) to minimize impact on customer flow; react immediately to unforeseen peaks or dips in activity.
- Reports and Summaries: produce regular reports on team and platform results.
- Première Agence de microfinanceCustomer Support Center AgentBANKING AND INSURANCEOctober 2020 - April 2024 (3 years and 6 months)Tananarive, Madagascar
- Contact customers for payment follow-up and recovery of unpaid debts, adhering to procedures and current legislation.
- Manage customer accounts: analyze situations, identify risks, and propose appropriate solutions to facilitate recovery.
- Ensure the quality of customer relations while maintaining recovery efficiency, combining rigor and diplomacy.
- Track performance indicators related to recovery (recovery rate, payment delays, outstanding customer balances) and report alerts to the manager.
- Collaborate with internal teams (finance, sales department) to resolve disputes and improve recovery processes.
- Record and update customer information in the CRM, ensure accurate and regular follow-up of cases.
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Education
- Master I Management of OrganizationsCNAM Madagascar (National Conservatory of Arts and Crafts)Master I Gestion des Organisations
- Principles of Banking and MoneyOpen CourseWare2023Principles of Banking and Money