TFFreelancer profile translated to English.
Back to original languageAbout Tsaina
Hello, my name is Tsaina FANOHARANTSOA, and I am passionate about customer relations and team management.
I started my career as a Customer Advisor, where I developed strong skills in active listening, problem-solving, and customer satisfaction.
Subsequently, I held the positions of Senior Advisor and Chat Agent, which allowed me to broaden my skills in multichannel communication (phone, chat, email).
For several years now, I have been working as a Team Leader, a role in which I ensure:
- Team management and support
- Individual and collective coaching
- Performance monitoring and implementation of continuous improvement actions
These experiences have allowed me to acquire a global vision of customer service, combining performance, quality, and team motivation.
Today, I put this expertise at the service of companies looking for an experienced freelancer for:
Remote team management
Multichannel customer support
Coaching or training of agents
🔹 My strengths: benevolent leadership, rigor, adaptability, and results-oriented.
I am convinced that my skills in team management and customer service can effectively contribute to the success of your objectives.
French
Native or bilingual
English
Basic
Italian
Basic
Remote only
Primarily works remotely
Experience
- OMdaidtyagascarTeam Leader Customer Advisor Senior Advisor Coach Trainer Team Supervisor Team LeaderCONSULTING AND AUDITSAugust 2020 - June 2025 (4 years and 10 months)Tananarive, MadagascarI am responsible for leading and coordinating a team to achieve common goals. I organize work, ensure communication between the team and management, monitor collective performance, and play a coaching role, particularly in skills development and conflict resolution.
- CCA InternationalChat AgentDecember 2018 - April 2019 (4 months)MadagascarAs a chat agent, I am responsible for responding to customer inquiries in real-time via online messaging. I ensure fast, clear, and courteous service, while providing solutions tailored to user needs. My role also involves representing the company's image, resolving problems effectively, and ensuring customer satisfaction.
- IntelciaCustomer Advisor Senior Advisor.December 2017 - November 2018 (11 months)MadagascarI was responsible for supporting, informing, and responding to customer needs, whether by phone, email, or online chat. I provided quality service by offering appropriate solutions, while ensuring customer satisfaction and loyalty. My role also involved representing the company's image and contributing to the continuous improvement of the customer experience.
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Education
- DTS (Higher Technician Diploma)UPRIM2014DTS (Diplôme de Technicien Supérieur)
- Study of the Italian language.ELI Madagascar2013Etude de la langue Italien.