Freelancer profile translated to English.
Back to original languageAbout Prisca
Experienced customer relations supervisor, I help companies optimize their teams and customer satisfaction. I ensure KPI monitoring, agent training, and the implementation of effective processes to transform objectives into concrete results. My added value: a human and performance-oriented approach, guaranteeing customer loyalty and employee motivation.
French
Native or bilingual
English
Conversational
Remote only
Primarily works remotely
Experience
- SETEXSupervisorTELECOMMUNICATIONSAugust 2018 - April 2024 (5 years and 8 months)Antananarivo, Madagascar• Ensure the smooth running of the mission• Implement client instructions and monitor their compliance by employees• Monitor production and develop action plans in case of a decline• Quality monitoring: individual or group coaching for agents with the same areas for improvement• Daily team briefing on new instructions• Production and quality debriefing• Design reporting for client updates• Design a bonus file consolidating quality scores and individual achievements• Individual evaluation of employee quality using a grid or matrix for the bonus file• Prepare the monthly bonus based on quality scores and production• Create dashboards for monitoring absences and lateness, providing daily visibility on meeting client demand• Daily monitoring of client billing from the dashboard for timely adjustments if needed• Organize the team's schedule: days off, leave, etc.• In case of overbilling, organize training or small workshops on the floor to reduce the number of agents in production.
- LOHARANOHot Spot ManagerFebruary 2014 - December 2017 (3 years and 10 months)Antananarivo, Madagascar• Sell products to customers• Welcome and advise customers on product choices• Stock products and check their availability• Monitor stock, establish and follow up on orders, receive and check the conformity of delivered products• Maintain the sales area• Manage the cash register
- GALAXAMAdministrative AssistantAugust 2012 - September 2013 (1 year and 1 month)Toamasina, Madagascar• Cash register management• Cash and payment processing• Preparation of cash and bank reconciliation statements• Drafting disbursement forms for operations performed• Gathering supporting documents for all expenses• Monitor cash status by preparing a cash count at the end of the day
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Education
- managementmanagement
- Professional License: Private Law and Business TechniquesINSPNMAD2010Licence professionnelle : Droit privé et technique des affaires