Customer Relations and User Journey Optimization Specialist
A skill practised within our “Customer service & administration” team — customer relations, multilingual support, data entry and back-office — by a salaried Good-ID employee, supervised by our project managers. Backed by 5 years of experience, the service is delivered in French (C1) and English (B2). Performed remotely under a service contract with Good-ID Sàrl, the employee's employer and the party responsible for the work delivered.
Role and background
As a specialist in customer relations and user journey optimization, I successfully drive customer satisfaction and operational efficiency. My expertise in CRM, Shopify, and web moderation, combined with my skills in training and coaching teams, ensures continuous improvement in service quality. I am ready to hit the ground running to boost the performance of your European company.
Professional Experience
Customer Service Trainer
January 2026–June 2026 • Business Process Outsourcing (BPO) Company – Madagascar
Designed and led training sessions to develop operational teams’ customer service skills, ensuring compliance with procedures and quality standards. Provided individual support to employees through targeted coaching and rigorous performance monitoring, contributing to the continuous improvement of service quality.
E-commerce Customer Support
January 2025 – January 2026 • Business Process Outsourcing (BPO) Company – Madagascar
Managed a daily volume of customer inquiries via email, covering order tracking, complaints, and disputes, ensuring responsive and empathetic handling. Updated and tracked orders on Shopify and other e-commerce platforms, working closely with logistics teams to ensure smooth operations. Moderated the brand’s website, approving comments and managing customer reviews in accordance with publication guidelines. Analyzed customer needs to propose tailored solutions, helping to maintain a high level of satisfaction and ensure compliance with quality metrics and processing times.
Versatile Customer Service Representative
August 2021–April 2025 • Business Process Outsourcing (BPO) Company – Madagascar
Managed a diverse portfolio of clients for a BPO company, focusing on customer retention and technical support. Effectively handled complaints, disputes, and refund requests, while ensuring order tracking and appointment scheduling. Provided administrative and sales support, contributing to customer satisfaction.
Skills
Hard Skills: CRM, Shopify, Web Moderation, Client Training, Performance Reporting
Soft Skills: Customer Satisfaction, Team Coaching, Dispute Resolution, Impactful Communication, Customer Journey Optimization
Strengths: Proven experience working remotely (freelance), Willingness to work irregular hours (implied for freelance and BPO positions), Proficiency in CRM (Customer Relationship Management), Experience working with international clients or contractors (implied for freelance and BPO positions in Madagascar)
Degrees and Training
Master’s 1 in Marketing Communication and Intercultural Management
University of Antananarivo
Honors in French and Francophone Studies
Bachelor’s degree in Business French
University of Antananarivo
Specialization in French and Francophone Studies
DELF/DALF C1 Certificate
Alliance Française of Antananarivo
Baccalaureate (Series A2)
Bealanana High School
At a glance
- Field of expertise
- Customer service & administration
- Experience
- 5 years of experience
- Working languages
- Tools and software in use
- Markets covered
Outsource work in this field
Describe what you need: we build the team, we supervise it, and we answer for the work delivered. Good-ID remains the employer and your single point of contract.
Related skills in this field
Other know-how practised by our salaried employees within our “Customer service & administration” expertise, supervised by Good-ID in the same way.
- Multilingual Customer Support and Web Optimization Project ManagerFrench B2 · English B2 · Ref. 20117
- Customer Relations Specialist – Dispute Resolution and ComplianceFrench C1 · English B2 · Ref. 20625
- International Customer Relations and Administrative Support SpecialistFrench C1 · English B2 · Ref. 20599
- Client Support and Process Optimization SpecialistFrench B2 · English B2 · Ref. 20054
- Administrative Assistant and Omnichannel Customer Relations SpecialistFrench C1 · English B2 · Ref. 20624
- B2B Customer Relations and Technical Support SpecialistFrench B2 · English B2 · Ref. 20621
- Customer Relations Specialist - Emergency Management and Inbound Call HandlingFrench C1 · English B2 · Ref. 20588
- Customer Service SpecialistFrench C2 · English B2 · Ref. 20600
Anonymised record: no name, no contact details and no data allowing the person to be identified are published. Published for commercial purposes under the responsibility of Good-ID Sàrl, Geneva.