Telecommunications | Customer Relationship Management

Role and background

As a versatile specialist in telecommunications and customer relations, I transform the customer experience into a driver of performance for European companies. With expertise in team management, digital strategy, and lead generation tools, I am known for my attention to detail, my sense of initiative, and my ability to hit the ground running. I am ready to optimize your results and ensure lasting customer satisfaction.

Professional Experience

Service Provider as a Telemarketer

2024–2026 • Business Process Outsourcing (BPO) Company – Madagascar •

I worked as a telemarketer for ProBat, a home improvement and renovation company in France (Southern region), responsible for generating qualified appointments with homeowners.

I conducted targeted cold calling by identifying needs for energy efficiency upgrades, insulation, additions, or renovations, and precisely qualifying leads based on eligibility criteria (type of home, age of the property, potential budget).

I presented the solutions offered by ProBat (free assessments, government grants, personalized quotes) using a structured and persuasive pitch, overcoming common objections to secure confirmed appointments with technicians.

I scheduled and confirmed time slots in the sales calendar, ensuring optimal organization and a high attendance rate.

I participated in daily video conference briefings with my manager based in Mauritius to refine our approaches, share feedback from the field, and optimize performance.

This experience allowed me to actively contribute to the company’s revenue growth through a steady stream of appointments converted into monthly sales, demonstrating excellent skills in lead qualification, persuasion, and adherence to established procedures.

Assistant Project Manager

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

I served as an operational team supervisor for the Le Figaro project in the media and digital sector in France. I managed and organized an operational team on a daily basis: assigning tasks, managing schedules, and monitoring performance and quality metrics to ensure smooth production that met client requirements.

I served as the primary liaison between the client and the field teams, conveying instructions, relaying feedback, and quickly resolving issues through daily communications.

I participated in daily calls and video conferences with clients to align priorities, validate deliverables, and adjust processes in real time. I supported employees’ professional development, ensured strict adherence to procedures and deadlines, and drove continuous improvement initiatives to optimize productivity.

This experience enabled me to significantly improve team performance and productivity, maintain a high level of customer satisfaction by meeting quality requirements, and streamline communication among stakeholders.

In-House Sales Representative

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

I worked as a telemarketer and sales representative for Seinbiose and Mamivac, distributors of specialized pharmaceutical equipment (breast pumps, breastfeeding devices, etc.) in France.

I cold-called pharmacy managers and healthcare professionals to identify their needs and schedule qualified video conference appointments.

I conducted daily sales and technical presentations via videoconference, demonstrating the products, explaining their benefits (patient comfort, effectiveness, medical compliance), and answering technical questions from midwives and pharmacists.

I managed the entire remote sales cycle: prospect qualification, personalized presentations, handling objections, closing sales, and post-presentation follow-up through to the purchase decision.

I participated in weekly briefings with my manager to analyze performance, adjust strategies, and share feedback from the field.

This experience allowed me to directly contribute to revenue growth by consistently converting video conference presentations into actual sales, while developing strong product expertise and excellent remote interpersonal skills.

Supervisor

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

I served as an operational team supervisor for the Canal+ France project in the media, entertainment, and telecommunications sector.

I managed and led an operational team on a daily basis: organizing work, assigning tasks, monitoring individual and team performance, and supporting employees’ professional development. I managed key production and quality metrics (productivity, turnaround times, error rates, customer satisfaction) by analyzing results and developing corrective action plans to maintain or improve expected performance levels. I served as the primary operational point of contact for the client, relaying instructions, escalating alerts, and participating in weekly briefings to ensure perfect alignment.

I ensured strict adherence to procedures, SLAs, and defined objectives, while fostering a culture of continuous improvement within the team. This experience enabled me to significantly improve the teams’ overall performance and productivity, ensure a high level of quality compliance with the client’s standards, and streamline operational communication to enhance client satisfaction.

Telemarketer and Logistics Manager

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

I worked as a telemarketer for ABP Solutions, a company specializing in construction and renovation projects in France.

I conducted targeted telemarketing campaigns aimed at homeowners to identify renovation needs and schedule qualified appointments with sales technicians.

I prepared and managed prospecting records: entering prospect information, qualifying opportunities, prioritizing hot leads, and re-engaging unconverted leads.

I verified the accuracy of the collected data and optimized the use of logistical resources (appointment scheduling, geographic allocation) to maximize attendance and conversion rates.

I strictly adhered to the procedures and objectives defined by the company, participating in daily briefings via email and Skype with my manager based in France.

This experience allowed me to contribute directly to increasing the company’s revenue through a steady stream of qualified appointments converted into sales each month, demonstrating excellent organizational skills, rigorous lead management, and a strong ability to qualify leads remotely.

Technical Call Center Representative

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

I worked as a technical call center representative for SFR ADSL in France, within the first-level technical support department.

I handled a high volume of incoming calls, performing comprehensive diagnostics of issues related to ADSL subscriptions (connection failures, slow speeds, signal loss, modem/router synchronization problems, Wi-Fi configuration, and line outages).

I analyzed the issues by asking the customer structured questions, consulting network monitoring tools and modem logs, and then proposing appropriate solutions: resetting the device, updating firmware, changing the Wi-Fi channel, line testing, modem reprogramming, or escalation to Level 2 support.

I strictly adhered to SFR’s technical procedures and customer service quality standards, aiming for first-call resolution to minimize follow-up calls and maximize customer satisfaction.

I guided customers in the day-to-day use of their services (device setup, speed optimization, Wi-Fi security), using a clear, informative, and reassuring tone.

This experience enabled me to effectively resolve a wide range of technical issues, improve customer satisfaction through reliable and professional service, and contribute to subscriber retention by providing consistently high-quality support.

Customer Service Representative

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

Managed multichannel customer support for the Amazon.fr platform, playing a central role in managing the customer experience. Handled inquiries via phone, email, and chat, providing comprehensive assistance with orders, deliveries, returns, and refunds. Analyzed and resolved complaints and incidents in strict compliance with Amazon’s procedures and quality standards. Guiding customers in using the platform to streamline their experience and enhance their independence. Ensuring a high level of satisfaction and customer loyalty through reliable, responsive, and professional service. Systematically reporting issues and suggesting improvements to contribute to the continuous optimization of processes. Achieve quality metrics and deliver measurable improvements in customer satisfaction through the rapid and effective resolution of requests.

Customer Service Representative for Individual and Business Customers

2015–2017 • Business Process Outsourcing (BPO) Company – Madagascar •

Managed the post-sales service for individual and business customers, with direct responsibility for the quality of customer relations. Managed multichannel interactions to efficiently handle requests related to orders, returns, and billing issues. Analyzed customer situations and resolved issues in strict compliance with internal procedures and quality standards. Provided personalized support to customers to deliver clear, prompt solutions tailored to their needs. Ensured professional, solution-oriented communication aligned with customer satisfaction requirements. Make a measurable contribution to improving satisfaction and customer loyalty through reliable, responsive service that meets quality and productivity objectives.

Skills

Hard Skills: Goal-setting, Performance tracking, Attendance tracking, Communication & tools, Organization & methods

Soft Skills: Team management & supervision, Customer and sales relations, Analytical mindset and solution-oriented approach, Sense of responsibility and autonomy, Strong stress tolerance and priority management

Strengths: Team spirit, Rigor, reliability, and adherence to procedures

Degrees and Training

ADSL COURSE HOTLINE

2018–2019 • INTELCIA

General training in networks and ADSL technologies

CERTIFICATE OF COMPLETION IN AUTOMOTIVE AND MOTORCYCLE MECHANICS

2014–2014 • INATE

Specialized training in automotive and motorcycle mechanics and electrical systems

HIGH SCHOOL DIPLOMA

2013–2014 • LAINGOTIANA Private High School

General education diploma

At a glance

Field of expertise

Customer service & administration

Experience

11 years of experience

Working languages

French · C2English · B2

Tools and software in use

WINDOWS — 14 yearsGOOGLE TOOLS — 6 yearsCRM — 9 yearsOUTILS DE RECHERCHE EN LIGNE — 6 years

Markets covered

France