Freelancer profile translated to English.

Description

*Optimize every customer interaction: from reception to billing, including support and nurturing. Effective prospecting, rigorous pipeline management, impeccable planning, and multi-channel support. Clear solutions, measurable actions, and a fluid customer experience that builds loyalty and drives conversions.

*Sales & Back Office Assistant: multi-channel prospecting, revenue management, appointment tracking, and customer support. CRM mastered, KPI reporting, and clear deliverables. Efficiency, transparency, and results.

Languages

French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Intelcia
Expert Technical Advisor
TELECOMMUNICATIONS
April 2017 - September 2018 (1 year and 5 months)
Tananarive, Madagascar
Title: Technical Troubleshooting & Support Technician – Internet Box & Decoder. Remote intervention, suppliers, and multi-channel equipment. Remote and/or on-site intervention to diagnose, repair, and optimize customer network and TV installations.

Skills and services offered:

Rapid diagnosis of faults related to home network, Wi-Fi, Internet box, receiver, and associated equipment
Remote and/or on-site intervention (home/client)
Problem resolution: connectivity, slowness, disconnections, Wi-Fi network settings, access configurations, firmware updates
Configuration and setup of boxes, decoders, TV boxes, gateways, and IPTV services
Multi-equipment support: computers, smartphones, media players, consoles
Diagnosis and optimization of image quality and streaming (resolution, buffering, component compatibility)
Creation of simple procedures, user guides, and troubleshooting scripts
Ticket follow-up, clear reporting, and customer feedback (SLA, deadlines, actions taken)
Advice to improve user experience and network security (passwords, WPA3, firewall)
CRM Management and KPI Reporting Multi-channel customer support and ticket management
Eurocrm
Expert Sales Advisor
TELECOMMUNICATIONS
March 2019 - September 2019 (6 months)
Tananarive, Madagascar
Title: Sales Advisor – Bill Explanations, Request Responses & Sales Proposals

Clarify bills, respond to customer inquiries, and make effective sales proposals. Remote and/or in-person interventions to optimize customer experience, increase conversion, and ensure satisfaction.

Skills and services offered:

Analysis and clear explanation of bills (pre-reading, breakdown of items, corrections in case of errors)
Quick and professional responses to sales inquiries (product information, conditions, deadlines)
Drafting and presentation of tailored sales proposals (suitable offers, bundles, discounts, options)
Lead qualification, objection handling, and sales closing
Implementation of interview scripts and message types (emails, calls, chats)
CRM Management and KPI Reporting Multi-channel customer support and ticket management
COMDATA
Level 2 Technical Advisor
TELECOMMUNICATIONS
October 2019 - December 2021 (2 years and 2 months)
Tananarive, Madagascar
Level 2 Technical Service Agent – Troubleshooting & Customer Support

Level 2 technical support for handling requests via phone, chat, and customer interventions. Advanced diagnosis, troubleshooting, and intervention organization to resolve issues, with follow-up and reporting.

Skills and services offered:

Handling escalated tickets (Level 2) via calls and chat
In-depth diagnosis and technical troubleshooting for customers
Filing and coordinating interventions (on-site or remote) to resolve malfunctions
Diagnosis and resolution of faults, software bugs, network incidents, and service access issues
Clear customer feedback: simple explanations, guides, and next steps
Writing incident reports and action plans
SLA monitoring, ticket prioritization, and escalation as needed
Documentation and updating of the knowledge base and internal FAQ
Multi-channel customer support and ticket management CRM Management and KPI Reporting