PRODUCTION MANAGER - DEPARTMENT HEAD

Role and background

As a seasoned expert in the operational and strategic management of customer service centers, I lead teams toward excellence, optimizing productivity and service quality. With a thorough understanding of GDPR and ISO standards, I ensure strict compliance. Proactive and results-oriented, I bring immediate added value to European companies, ensuring sustainable performance and unmatched customer satisfaction.

Professional Experience

Call Center Manager

July 2024–January 2025 • Business Process Outsourcing (BPO) Company – Madagascar

Experience in the fields of administrative support, medical services, telemarketing, after-sales service, virtual secretarial services, and customer service for clients based in France and Belgium.

Managed the Call Center Department across multiple projects, including Almerys, Thelem, Jacques Brian, CES, Viagogo, EOLE, Tiers Payant Assistant, Health Solution, and Super Zen.

Responsibilities included monitoring and managing each project to ensure compliance with contractual commitments to the CDO regarding productivity and service quality.

Contributed to the professional development of managers on each project.

Rigorous enforcement of GDPR and ISO standards.

Regular communication and collaboration with the CDO and headquarters management to ensure strategic and operational alignment.

Contributed to the continuous improvement of processes and customer satisfaction.

Contact Center Site Manager

July 2024–January 2025 • Business Process Outsourcing (BPO) Company – Madagascar

Experience in the telemarketing sector for clients based in Switzerland, as part of the YALLO and SUNRISE projects.

Head of the Call Department, responsible for monitoring and managing each project to ensure compliance with contractual commitments to the CDO regarding productivity and service quality.

Rigorous enforcement of GDPR standards to ensure operational compliance.

Supervised teams and supported employees in developing their skills.

Communicated and liaised regularly with the CDO and senior management to align operational and strategic objectives.

Contributed to the continuous improvement of processes and the optimization of project performance.

Operations Manager

August 2023–July 2024 • Business Process Outsourcing (BPO) Company – Madagascar

Experience in telemarketing, after-sales service, customer service, BO certification, banking, and energy for clients based in Madagascar, Switzerland, Senegal, Mayotte, Réunion, the Comoros, the Seychelles, and France.

Operations Manager on the Welight, Stellarix, Telco-oi, Free Senegal, BNI Madagascar, Mutuelle Santé Suisse, Yas Comoros, and Oodoo projects.

Responsibilities included monitoring and managing each project to ensure compliance with contractual commitments to the CDO regarding productivity and service quality.

Supervision and capacity building for quality assurance specialists and Coach managers on each project.

Rigorous application of GDPR standards to ensure operational compliance.

Regular communication and collaboration with the CDO to ensure strategic and operational alignment.

Contribution to the continuous improvement of processes and the optimization of performance.

Contact Center Manager

January 2024–March 2024 • Business Process Outsourcing (BPO) Company – Madagascar

Experience in telemarketing, after-sales service, customer service, BO certification, and banking for clients based in Madagascar, Switzerland, Senegal, Mayotte, Réunion, the Comoros, and the Seychelles.

Contact Center Manager for the Welight, Stellarix, Telco-oi, Free Senegal, BNI Madagascar, Mutuelle Santé Suisse, Yas Comoros, and Oodoo projects.

Responsibilities included monitoring and managing each project to ensure compliance with contractual commitments to the CDO regarding productivity and service quality.

Supervision and capacity building for Operations Managers, Quality Assurance Managers, and Manager Coaches on each project.

Negotiations with the CDO and expansion of activities to optimize the performance and efficiency of contact centers.

Strict enforcement of GDPR standards to ensure operational compliance.

Regular communication and collaboration with the CDO to ensure strategic and operational alignment.

Contributed to the continuous improvement of processes and customer satisfaction.

Supervisor

January 2020–2023 • Business Process Outsourcing (BPO) Company – Madagascar

Experience in the ISP, Energy, and package tracking sectors for clients based in France and Réunion.

Supervisor on the ZEOP, ENGIE, and Pickup projects, responsible for monitoring and managing each project to ensure compliance with contractual commitments to the CDO regarding productivity and service quality.

Coordinated and managed the team, providing support and helping agents develop their skills.

Performance analysis and regular reporting to the CDO.

Participation in project launch and implementation.

Strict enforcement of GDPR standards to ensure operational compliance.

Contribution to the continuous improvement of processes and the operational efficiency of teams.

Sales Administrator

November 2017–March 2020 • Business Process Outsourcing (BPO) Company – Madagascar

Experience in the ISP sector for a client based in Réunion, as part of the ZEOP project.

Supervisor responsible for managing sales contracts, analyzing data, and generating regular reports.

Coordinated and supervised the team to ensure productivity and service quality.

Strict enforcement of GDPR standards to ensure operational compliance.

Ongoing communication and collaboration with the CDO, as well as with the sales team and back office in Réunion.

Contributed to the continuous improvement of processes and the optimization of performance.

Monitored compliance with contractual commitments and provided support to agents to help them develop their skills.

CDO Collections Management

July 2018–December 2018 • Business Process Outsourcing (BPO) Company – Madagascar Experience in the training and collections sector for a France-based client as part of the Impro2 project.

Responsible for managing the collection of outstanding payments and tracking billing delays.

Rigorous monitoring of procedures and strict enforcement of GDPR standards to ensure operational compliance.

Coordinated with teams and implemented effective strategies to improve collection rates.

Regular communication with the CDO for reporting and aligning actions.

Contributed to process optimization and customer satisfaction.

Analysis of results and implementation of corrective measures to enhance collection efficiency.

Executive Assistant at a PPN import company and oil refinery

July 2016–July 2017 • BIDCO, NOSIMA, BA Leasing • Madagascar

Experience in the PPN import and oil refining sector for clients based in Madagascar, as part of the BIDCO, NOSIMA, and BA Leasing projects.

Executive Assistant, responsible for assisting the CEO, including organizing schedules, travel arrangements, and monitoring daily activities.

Management and coordination of administrative, financial, and logistical operations to ensure the smooth running of projects.

Regular communication and coordination with customs officials, sales representatives, and transit managers to ensure compliance and operational efficiency.

Tracking files and organizing priorities to optimize department operations.

Contributed to improving internal processes and streamlining operations.

Content Manager and Writer

July 2015–July 2016 • YAS MADAGASCAR (MOOV Portal) • Madagascar

Experience in the ISP sector working on the YAS Madagascar (MOOV Portal) project in Madagascar.

Content Editor and Manager, responsible for creating and writing content for various media.

Managed social media and moderated platforms to boost visibility and engagement.

Provided media coverage of events to ensure consistent and professional communication.

Coordinated with internal teams to plan and publish content in line with strategic objectives.

Monitored the quality and relevance of published content.

Contributes to the continuous improvement of communication materials and customer satisfaction.

Skills

Hard Skills: Day-to-day operations management, Performance and goal tracking, Schedule and resource management, Key performance indicator (KPI) monitoring, Budget tracking and cost control

Soft Skills: Leading and motivating teams, Communicating with clients and partners, Solving problems and managing unforeseen events, Maintaining a positive and productive work environment, Adapting to specific client needs

Strengths: Training and skill development for staff, Optimization of operational processes, Management of client relationships, Contribution to business strategy, Business development

Degrees and Education

Master’s 1 in Intercultural Studies & Business: Communication and Business Management

FLSH-DEFF, University of Ankatso, in collaboration with Rennes 2 Haute-Bretagne

Bachelor’s Degree in Language, Culture, Communication, and Management: Communication and Business Management

FLSH-DEFF, University of Ankatso

Diploma in Literary Studies: Literary Studies

FLSH-DEFF, University of Ankatso

At a glance

Field of expertise

Customer service & administration

Experience

11 years of experience

Working languages

French · C1English · B2

Tools and software in use

collab — 2 yearsVicidial — 2 years

Markets covered

SwitzerlandFranceBelgium