Tahina Andrianina

Contact Center Agent & Supervisor

Major Projects: DPD France parcel tracking & Management of Pickup France relay points

Operating within the demanding logistics and transport sector, I held a dual role combining operational excellence and frontline management in an international context. As an Agent, I managed omnichannel communication flows (incoming/outgoing calls, emails, tickets), handling real-time parcel tracking, resolving complex delivery disputes, and providing technical support for relay points across France and internationally. My progression to Supervisor responsibilities placed me at the heart of team performance steering. I was responsible for leading teams on the floor, managing daily management rituals (briefings, performance debriefings), and monitoring key performance indicators (KPIs) and quality metrics (SLAs, QS, FCR). In charge of compliance monitoring, I implemented coaching and skill development actions for employees through rigorous call monitoring and evaluations. Working in direct interface and continuous collaboration with project managers and logistics teams based in France, I ensured perfect alignment on customer processes and regulatory requirements. My perfect command of an advanced technological ecosystem – including CRM and cloud telephony solutions like Salesforce, Zendesk, and Diabolocom, quality management tools like Hubicus, as well as the entire Google Workspace collaborative environment (Sheets, Drive, Meet, Chat) – allowed me to streamline operations, optimize first-contact resolution rates, and maximize overall customer satisfaction (CSAT).

Major Project: Customer Relationship Management & Back-Office – TotalEnergies

Electricity and Gas France

Within the energy sector (Utilities), I managed the customer lifecycle for individual and professional TotalEnergies clients through omnichannel streams (incoming calls, emails, back-office). I was responsible for acquisition processes (subscriptions), relocations, and terminations. My duties included analyzing consumption history, explaining bills, negotiating payment plans for debt collection, and handling complaints related to Linky and Gazpar meters. In cross-border collaboration with France, I ensured compliance with regulations (CRE, RGPD).

I developed expertise in cutting-edge industry tools: Salesforce Utilities and Siebel CRM, Odigo and Vocalcom telephony solutions, SAP IS-U billing software, and Microsoft Office (Excel). Through active listening and objection handling techniques, I met my performance targets, optimized Back-Office files, and maximized customer satisfaction scores (CSAT, FCR).

In the highly dynamic telecommunications sector, I managed omnichannel customer relations for the historic operator Orange France. Responsible for handling incoming call streams and processing emails (back-office), my duties covered the entire subscriber lifecycle. I was in charge of analyzing user needs to process new subscriptions, schedule line transfers, handle regulatory termination requests, and manage billing-related complaints. With a strong commercial drive, I actively contributed to customer base loyalty by analyzing profiles to suggest and market suitable offers or options (Upselling/Cross-selling). In parallel, I served as a first-level technical advisor to assist customers in diagnosing and configuring their equipment (Livebox, TV decoders, mobile devices). In close international collaboration with supervision teams based in France, I rigorously applied Orange's demanding quality charters, data security standards, and active listening techniques. To successfully carry out these tasks, I mastered Orange's technical ecosystem and internal proprietary tools (such as the business application for fleet and billing management, network diagnostic interfaces, as well as the Avaya/Odigo call distribution system and the office suite). This rigorous approach allowed me to consistently meet my key performance indicators, optimize first-contact resolution (FCR), and maintain an excellent level of customer satisfaction.