Key Account Customer Relations Supervisor
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. The service draws on 8 years in the trade and is delivered in French (C1) and English (C1). 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
My career in BPO in Madagascar has allowed me to develop solid expertise in customer relationship management, ranging from team supervision to key account retention for Telma. I am skilled at optimizing support processes and resolving complex issues, with a proven ability to maintain a high level of customer satisfaction. I am self-motivated and proactive, and I am ready to bring my value to a European company.
Professional Experience
Dedicated Key Account Manager at Telma
June 2022–September 2022 • Business Process Outsourcing (BPO) Company – Madagascar
Managed a portfolio of key account clients for Telma, ensuring customer retention and optimizing their experience. Handled complex requests, resolved technical and business-related issues, and proposed solutions tailored to their specific needs. Helped maintain a high level of customer satisfaction and strengthen strategic business relationships.
Freelance Text Chat Agent
2018–2022 • Business Process Outsourcing (BPO) Company – Madagascar
Managed a portfolio of customer inquiries via text chat, ensuring quick and effective resolution of issues. Maintained a high customer satisfaction rate through clear and empathetic communication, while adhering to established protocols. Helped optimize support processes by identifying recurring reasons for contact. Developed expertise in managing multiple conversations simultaneously, ensuring consistent productivity.
Supervisor
2017–2018 • Business Process Outsourcing (BPO) Company – Madagascar
Led a team of 15 customer service representatives to optimize performance and service quality on outsourced customer relationship campaigns. Provided daily support to team members through individual and group coaching sessions, and implemented targeted action plans to achieve qualitative and quantitative goals. Analyzed key performance indicators (KPIs) and provided regular reports to management, contributing to the continuous improvement of operational processes. Managed schedules and call flows to ensure optimal coverage and high customer satisfaction.
Customer Service Representative
2016–2017 • Business Process Outsourcing (BPO) Company – Madagascar
Provided support and advice to a diverse client base for a business process outsourcing company, managing a daily volume of incoming requests. Analyzed user needs to propose tailored solutions and resolve issues, thereby contributing to the continuous improvement of customer satisfaction. Maintained a high level of service quality and individual performance.
Web Designer
March 2014 to June 2014 • Business Process Outsourcing (BPO) Company – Madagascar
Created and integrated web mockups provided by clients, ensuring the visual and technical compliance of deliverables. Contributed to the production of digital content for various projects, meeting deadlines and quality standards. Actively participated in optimizing data processing workflows to increase operational efficiency.
Social Worker
January 2013–August 2013 • SOS Children’s Village • Vontovorona
Designed and implemented educational and recreational activities for children and adolescents, promoting their social and emotional development. Provided daily support to young people on their journey, ensuring their well-being and fostering a stimulating environment. Contributed to the children’s integration and personal growth within the community, strengthening their independence and interpersonal skills.
Skills
Hard Skills: Customer Relationship Management, Process Optimization, Key Account Retention, Team Supervision, KPI Analysis
Soft Skills: Problem Solving, Strategic Communication, Independence, Proactivity, Leadership
Degrees and Training
Telemarketing Training
June 2022 • Connecteo Andranomena
Bachelor’s Degree in Economic Development (with honors)
2015 • IMD Anosisoa
High School Diploma (Series A1)
2009
At a glance
- Field of expertise
- Customer service & administration
- Experience
- 8 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.
- BPO Customer Service Supervisor / Quality and Performance ManagerFrench C1 · English B2 · Ref. 20525
- Customer Service and BPO Operations SupervisorFrench C1 · English B2 · Ref. 20293
- Bilingual Customer Relations Specialist / Operations SupervisorFrench C2 · English C2 · Ref. 20271
- Customer Relations and Sales Support SpecialistFrench C1 · English C1 · Ref. 20685
- Trilingual Customer Service Representative (French, English, German)French C1 · English C1 · Ref. 20609
- Head of After-Sales Service and Customer Relations - E-commerceFrench C1 · English C1 · Ref. 20448
- B2B Outsourcing & Customer Relations SpecialistFrench C1 · English C1 · Ref. 20362
- International Customer Relations Specialist for Tourism and TelecommunicationsFrench C2 · English C1 · Ref. 20358
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.