Multilingual Customer Support and Web Optimization Project Manager

Role and background

As a specialist in managing multilingual customer support projects for European companies, I have developed expertise in optimizing web and marketing content. My background in BPO has enabled me to master technical consulting, team supervision, and quality control. I am capable of leading complex projects, analyzing performance, and implementing effective solutions that ensure high customer satisfaction. I am ready to hit the ground running and contribute to the success of your operations in Europe.

Professional Experience

Administration and Customer Support

Since February 2022 • Business Process Outsourcing (BPO) Company – Madagascar

Independently managed multilingual customer support projects for European companies, ensuring high customer satisfaction. Drafting and optimizing web and marketing content, contributing to improved SEO and user engagement. Analyzing performance and adjusting strategies to achieve defined goals. Collaborating closely with clients’ internal teams to ensure a seamless integration of services. Using CRM platforms and data analytics tools for monitoring and reporting.

Technical Support Specialist

August 2021–January 2022 • Business Process Outsourcing (BPO) Company – Madagascar

Provided Level 1 and Level 2 technical support to end users for B2C and B2B clients, ensuring the resolution of their complex technical issues. Analyzed and diagnosed reported incidents, then implemented appropriate solutions, contributing to the continuous improvement of customer satisfaction. Worked closely with development teams to report identified bugs and contribute to product optimization. Wrote technical documentation and procedures to enrich the internal knowledge base, promoting user autonomy and facilitating the training of new support specialists.

Back-Office Agent

January 2021–June 2021 • Business Process Outsourcing (BPO) Company – Madagascar

Performed quality control of back-office operations for European clients, ensuring process compliance and meeting contractual requirements. Analyzed discrepancies and proposed corrective actions, contributing to the continuous improvement of services. Drafted detailed performance reports, enabling precise tracking of key metrics and informed decision-making.

Call Center Agent

December 2019–July 2020 • Business Process Outsourcing (BPO) Company – Madagascar

Managed a portfolio of customer requests by providing first-level support for various outsourced services, ensuring customer satisfaction and loyalty. Handled a significant volume of calls and written requests daily, adhering to established procedures and performance metrics. Effectively resolved issues, helping to maintain a high quality of service and strengthen the brand image of partner clients.

Project Manager

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

Led the integration of new software solutions to optimize client processes, coordinating technical and operational teams. I defined the functional specifications, monitored development, and led the testing phases, ensuring compliance with contractual requirements. I was responsible for communicating with stakeholders, including international clients, to align expectations and report on progress. This approach enabled us to deliver projects on time, improving operational efficiency and customer satisfaction.

Client Advisor

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

Managed a client portfolio for a business process outsourcing (BPO) company, providing support and resolving complex issues. Applied standardized communication protocols to maintain a high level of client satisfaction. Contributed to the continuous improvement of processes by reporting client feedback and proposing optimizations. Consistently met individual performance goals for service quality and turnaround time.

Supervisor

November 2017–February 2018 • Business Process Outsourcing (BPO) Company – Madagascar

Managed a team of 15 customer service representatives for outsourced customer relationship campaigns, ensuring that service quality and productivity goals were met. I was responsible for onboarding new hires and monitoring individual performance, implementing targeted action plans for continuous improvement. I also managed activity scheduling and the resolution of operational incidents, helping to maintain a high customer satisfaction rate.

B2C Call Center Agent

December 2016–October 2017 • Business Process Outsourcing (BPO) Company – Madagascar

Managed a portfolio of inbound and outbound calls for various B2C clients, providing first-level support and qualifying inquiries. Effectively resolved customer inquiries, provided accurate information about products and services, and guided users toward appropriate solutions. Contributed to achieving customer satisfaction goals by maintaining a high first-contact resolution rate. Entered and updated customer data in the CRM, ensuring the reliability of the information.

Liaison Officer for the Francophonie

November 2016–November 2016 • Madagascar

Handled the logistical and administrative coordination of Francophone delegations, facilitating intercultural communication and ensuring the smooth running of exchanges. Helped organize schedules and prepare meeting materials, ensuring the effectiveness of work sessions.

Deployment Assistant

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

Supported the deployment of outsourcing solutions for international clients, contributing to the technical and functional integration of services. Helped coordinate internal teams and document implementation processes. Monitored initial key performance indicators and identified areas for improvement. Helped optimize deployment procedures to ensure compliance with client requirements.

Customer Service Representative

December 2015–April 2016 • Business Process Outsourcing (BPO) Company – Madagascar

Provided multichannel customer support (phone, email) for a variety of services, responding to requests for information, troubleshooting, and order tracking. Managed a high daily volume of interactions, ensuring consistent service quality and optimal customer satisfaction. Applied internal procedures for triaging requests and escalating complex cases, contributing to the smooth flow of operations. Maintained a high first-contact resolution rate, optimizing operational efficiency and the user experience.

Skills

Hard Skills: Project Management, SEO/Content Optimization, Multilingual Customer Support, Performance Analysis, CRM & Analytics Tools

Soft Skills: Team Leadership, Problem Solving, Intercultural Communication, Customer Focus, Adaptability

Strengths: Experience working with European or North American clients or contractors (implicit through BPO/call centers), Experience with remote work (Freelancer)

Degrees and Training

3rd Year in Marketing and Communication

2014–2015 • ISCAM

Participation in Camp Excell Madagascar

2014 • Camp Excell Madagascar

Certificate in Call Center Agent and Sales

2012 • H-formation

High School Diploma in Economics and Social Sciences

2011–2012 • La Clairefontaine Ambodivoanjo Private High School

Obtained a Class B driver’s license

2012

At a glance

Field of expertise

Customer service & administration

Experience

9 years of experience

Working languages

French · B2English · B2

Tools and software in use

Excel — 9 yearsWord — 9 years

Markets covered

SwitzerlandFranceBelgiumCanada