Freelancer profile translated to English.

Description

Expert Customer Service & Escalation Management

I handle customer incidents, quickly resolve issues, and ensure effective follow-up, while guaranteeing customer satisfaction and loyalty. Also, Supervisor & Customer Service Team Leader. I supervise, motivate, and unite teams, while optimizing processes and ensuring rigorous follow-up of clients and escalations.

Industry field of expertise

Languages

French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Concentrix
Senior Team Leader
CONSULTING AND AUDITS
December 2023 - January 2026 (2 years and 1 month)
Toamasina, Madagascar
Senior Supervisor with several years of experience in team management, process optimization, and operational performance improvement. I support companies in structuring, upskilling teams, and achieving ambitious goals. Also, autonomous, results-oriented, and proactive.
Team Management KPI Monitoring and Analysis Reporting and Data Analysis Active Listening Quality and Process Management
Concentrix + Webhelp
Supervisor & Quality Controller | Customer Escalation Management
E-COMMERCE
July 2019 - November 2023 (4 years and 4 months)
Toamasina, Madagascar
Experienced Supervisor and Quality Controller, specializing in process improvement and critical customer incident management. I support teams to ensure quality customer service while handling complex escalations. Able to intervene on both operational and strategic levels, I transform customer incidents into improvement opportunities and strengthen customer satisfaction. My experience in handling escalations allows me to provide quick and structured solutions, while guiding teams towards operational excellence.
KPI Monitoring and Analysis Individual Coaching Microsoft Excel Schedule Monitoring Ability to unite and create a collaborative and dynamic work environment
Noandmecall
Customer Advisor
CONSULTING AND AUDITS
January 2019 - March 2019 (2 months)
Toamasina, Madagascar
First professional experience as a B2B Commercial Advisor for a cleaning company, with a mission focused on prospecting and developing a professional client portfolio. This experience allowed me to develop strong persuasion skills, ease in remote communication, and a performance-oriented approach.
Sales Argumentation Objection Handling Professional Written and Oral Communication Listening Skills Adaptability