Customer Relations Manager

Role and background

I lead business units and multicultural teams toward operational excellence. As an expert in KPI optimization and complex project management (Noble, AirCall), I bring immediate added value to European companies through my proven rigor and adaptability. Fluency in French enables me to thrive in a demanding international professional environment.

Professional Experience

Business Unit Manager

Since 2020 • Business Process Outsourcing (BPO) Company – Madagascar

As a manager at a contact center in France, I coordinated operations and implemented monitoring and management strategies to ensure that results were achieved and KPIs were met. I oversaw all operations, supported the professional development of managers and teams, and provided training on new tasks. My role also included managing email communications, reporting, and interactions with clients, as well as serving as the liaison between the CDO and agents. This experience allowed me to develop strong skills in management, operational oversight, and international communication within a demanding, results-oriented environment.

Production Supervisor

July 2018–July 2020 • Business Process Outsourcing (BPO) Company – Madagascar

As a supervisor in the offshoring sector in France, I managed the team’s daily tasks and ensured that projects met company objectives and NF/ISO standards. I planned the work, mentored employees, and monitored progress toward key milestones while maintaining regular communication with management. My responsibilities included overseeing various projects, such as scheduling appointments for Wancom and a dental prosthesis company, verifying data sheets for Chronopost, and handling after-sales service for Louis Pion. This experience allowed me to strengthen my skills in team management, operational management, KPI tracking, and international communication.

Real Estate Negotiator

June 2018–June 2019 • Business Process Outsourcing (BPO) Company – Madagascar

As a real estate broker in France, I supported homeowners and buyers throughout the transaction process, from prospecting to signing the contract and processing online payments. I actively canvassed the general public to identify and convince sellers to entrust the sale of their properties to the agency. My role also included coordinating administrative procedures and managing client files. This experience allowed me to develop strong skills in negotiation, customer relations, business development, and real estate transaction management, while collaborating with international counterparts.

Team Leader

September 2017–June 2018 • Business Process Outsourcing (BPO) Company – Madagascar

As a business support specialist in the customer service sector in France, I coached my team members to help them develop their skills and led the team through one-on-one meetings and group sessions. I monitored individual and team performance metrics on a daily basis to identify areas for improvement and implement effective action plans. My role included administrative oversight (vacation requests, tardiness, absences), ensuring compliance with procedures and internal policies, as well as organizing and planning work. I handled SFR customer inquiries (via email and phone) related to sales, ensuring customer satisfaction and compliance with NF/ISO standards, while maintaining a high level of motivation and commitment within the team.

Quality Control Assistant

August 2016–September 2017 • Business Process Outsourcing (BPO) Company – Madagascar

As a business support specialist in the customer service sector in France, I prepared weekly and monthly reports to monitor business quality and ensure the implementation of preventive or corrective actions. I updated rating grids and scales and identified sensitive calls that needed to be escalated to the quality manager and the supervisory team. My role also included handling customer inquiries via email and phone calls, ensuring compliance with processes and NF/ISO standards. This experience allowed me to develop strong skills in quality control, operational monitoring, and customer satisfaction management.

Telemarketing Agent

July 2016 • Business Process Outsourcing (BPO) Company – Madagascar

As a telemarketer for DAICI International in France, I identified B2B clients who might be interested in selling their commercial properties or businesses, in order to schedule appointments with sales representatives. I conducted outbound prospecting calls while adhering to NF/ISO standards and the company’s internal procedures. My role involved qualifying prospects, recording relevant information, and ensuring rigorous follow-up to facilitate appointment scheduling. This experience allowed me to develop strong skills in sales prospecting, B2B communication, and effective lead management in a demanding environment.

Quality Assurance Specialist

January 2016 – July 2016 • Business Process Outsourcing (BPO) Company – Madagascar

As a quality control specialist in the socio-political and commercial sectors in France, I verified the compliance of deliverables following telephone interviews and tracked the recorded responses. I analyzed data collected during B2B and B2C calls, including market research, political polls, data validation, and opinion gathering. My role involved reporting areas for improvement to the production manager and ensuring compliance with NF/ISO standards. This experience allowed me to develop strong skills in quality control, data validation, and operational monitoring, while contributing to the continuous improvement of processes and the reliability of results.

Telephone Interviewer

January 2012–January 2016 • Business Process Outsourcing (BPO) Company – Madagascar

As a telephone interviewer in the social and commercial sector in France, I made outbound calls to gather information and opinions from B2B and B2C customers as part of marketing studies. I asked specific questions clearly and objectively, recorded responses in a neutral manner, and adhered to NF/ISO standards. My role required effective communication, strong time management, and the ability to quickly gather comprehensive and reliable information. This experience allowed me to develop strong skills in customer relations, data collection and analysis, and professional rigor within a structured, results-oriented environment.

Skills

Hard Skills: Project management, Team management, Data analysis and KPI performance metrics, Analysis of areas for improvement to meet KPIs, Implementation of action plans to achieve objectives.

Soft Skills: Enjoys a challenge, Creativity, Adaptability, Excellent interpersonal skills, Team player

Strengths: Results-oriented, Good at managing stress and pressure

Degrees and Training

DEUG in Law

2012–2012 • Ankatso University

Level 1 Computer Certificate – Proficiency in Office Software

2012–2012 • ABC School

BACCALAUREAT A1

2008–2008 • Philibert Tsiranana High School

At a glance

Field of expertise

Customer service & administration

Experience

13 years of experience

Working languages

French · C1English · B2

Tools and software in use

MS Office — 11 yearsVicidial — 6 yearsVoxCo — 2 years

Markets covered

France