Freelancer profile translated to English.

Description

With over 5 years (65 months) of experience at Intelcia, a major player in customer relations, I have developed in-depth expertise in customer relationship management and process optimization. My career is marked by a successful transition from associative leadership at YMCA Madagascar to demanding production environments.

I combine a strategic vision of customer service with a rigorous execution capability. I am recognized for my adaptability, my mastery of performance indicators (KPIs), and my ease of collaboration in multicultural contexts.

Languages

Malagasy
Native or bilingual
French
Fluent
English
Basic

Workplace preferences

Remote only

Primarily works remotely

INTELCIA
Premium Technical Advisor
April 2022 - January 2025 (2 years and 9 months)
Troubleshooting for business clients: ensuring the restoration of sensitive client incidents. Piloting technician interventions: assisting field technicians and obtaining ADSL line values.
Support Technician Customer Relations Project Management
INTELCIA
Vivier Team Leader
February 2024 - July 2024 (5 months)
Performance piloting: learning to manage agent flows and results. Management actions: daily monitoring of agent production with support.
Customer Follow-up Data Analysis
INTELCIA
Referent Advisor
August 2023 - September 2023 (1 month)
Assisting new recruits: on-the-job help and assistance for new back-tech waves. Implementing action plans: ensuring agent productivity by providing necessary tools.
Technical Referent Leadership and Team Management