Client Support and Process Optimization Specialist
A salaried Good-ID employee applies this skill within our “Customer service & administration” unit — customer relations, multilingual support, data entry and back-office — under the supervision of our project managers. Backed by 5 years of experience, the service is delivered in French (B2) 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 Customer Support Specialist at an outsourcing firm, I excel at proactively managing a wide range of customer service operations, conducting risk analyses, and resolving complex issues. My expertise in order tracking and delivery management, combined with skills in digital marketing and web development, enables me to optimize the user experience and improve processes. I am ready to bring immediate value to a European company.
Professional Experience
CUSTOMER SUPPORT SPECIALIST
Since November 2022 • Business Process Outsourcing (BPO) Company – Madagascar
Provided proactive customer service management for a diverse portfolio, handling inquiries via email and phone. Conducted in-depth risk analyses to anticipate and resolve customer issues, ensuring high satisfaction. Conducted targeted research to provide personalized solutions and optimize the user experience. Contributed to the continuous improvement of customer support processes by identifying areas for optimization.
CUSTOMER SERVICE REPRESENTATIVE
January 2021–December 2021 • Business Process Outsourcing (BPO) Company – Madagascar
Managed the entire parcel delivery process for a diverse client base, ensuring rigorous tracking of orders from the time they were placed until final delivery. Proactively addressed issues that arose and responded to customer inquiries, thereby helping to maintain a high level of satisfaction. This role allowed me to develop expertise in problem-solving and customer communication in a demanding environment.
MARKETING INTERNSHIP
January 2019–December 2019 • UCODIS Tsaralalana, Madagascar
Actively participated in the launch of a new product, including conducting in-depth market research to identify opportunities and customer needs. I monitored product and market trends, enabling us to adjust marketing strategies. I also contributed to customer prospecting, expanding the qualified database.
Skills
Hard Skills: Customer Service Management, Risk Analysis, Digital Marketing, Delivery Management, Web Development
Soft Skills: Problem Solving, Customer Communication, Proactivity, Process Optimization, Customer Satisfaction
Degrees and Training
Two-Year Degree in Environmental Management and Project Management
2018–2020 • HIGHER SCHOOL OF MANAGEMENT AND APPLIED COMPUTER SCIENCE (ESMIA)
Technical High School Diploma in Accounting and Management
2018–2018 • AMPEFILOHA TECHNICAL COMMERCIAL HIGH SCHOOL
Vocational Studies Certificate
2017–2017 • AMPEFILOHA TECHNICAL COMMERCIAL HIGH SCHOOL
At a glance
- Field of expertise
- Customer service & administration
- Experience
- 5 years of experience
- Working languages
- 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.
- Customer Relations and User Journey Optimization SpecialistFrench C1 · English B2 · Ref. 20031
- Multilingual Customer Support and Web Optimization Project ManagerFrench B2 · English B2 · Ref. 20117
- Client Service Representative / Audio Transcriber & SubtitlerFrench C1 · English B2 · Ref. 20085
- Corporate and Wealth Management Banking Client Relations SpecialistFrench C2 · English B2 · Ref. 20389
- International Customer Relations and Administrative Support SpecialistFrench C1 · English B2 · Ref. 20599
- Lean Management and Industrial Optimization ConsultantFrench C1 · English B2 · Ref. 20228
- Client Services Representative / Educational SupportFrench C1 · English C1 · Ref. 20040
- Bilingual French-English Customer Support Specialist – After-Sales Service & Technical…French C1 · English C1 · Ref. 20630
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.