Bilingual Customer Relations Specialist / Operations Supervisor

Role and background

As a bilingual call center agent for international booking platforms, I manage multichannel customer relations, reservations, and schedule optimization. My background in BPO has allowed me to develop expertise in closing sales, overseeing operations, and writing SEO-optimized web content for European clients. I am ready to bring my attention to detail and my ability to work in English to meet the demands of international markets.

Professional Experience

BILINGUAL CUSTOMER SERVICE REPRESENTATIVE

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

Handled all aspects of multichannel customer relations (phone, email, WhatsApp) for international booking platforms, managing both incoming and outgoing calls. Managed reservations and optimized cleaning team schedules, ensuring seamless coordination. Kept the customer database up to date and handled administrative and financial tasks, contributing to operational efficiency.

CLOSER

January 2022–December 2023 • Business Process Outsourcing (BPO) Company – Madagascar

Closed sales with qualified prospects by addressing objections and finalizing transactions to meet established sales targets. Supported and followed up with clients throughout the sales process, ensuring a positive experience and strengthening client relationships. Actively contributed to the continuous improvement of sales strategies by sharing best practices and coaching new hires.

Control Room Operator

January 2019–December 2022 • Business Process Outsourcing (BPO) Company – Madagascar

Supervised and coordinated customer service operations, simultaneously managing incoming and outgoing calls for multiple clients. Handled customer follow-up and after-sales service, ensuring the efficient resolution of inquiries. Coordinated and optimized the work of a team of technicians and managers, improving responsiveness and the quality of support. Helped maintain a high level of customer satisfaction in a demanding BPO environment.

WEB EDITOR

January 2018–December 2018 • Business Process Outsourcing (BPO) Company – Madagascar

Clients: French companies

My primary responsibility was writing web-optimized blog posts for French clients. I rigorously applied SEO writing techniques to improve content visibility. I was also responsible for proofreading texts, ensuring their quality and compliance with guidelines. My work consistently met deadlines, contributing to the smooth flow of outsourcing operations.

Skills

Hard Skills: Multichannel Customer Relationship Management, B2C Sales Closure, SEO Web Copywriting, Operational Supervision, International Reservation Management

Soft Skills: Bilingual in English, Operational Rigour, Customer Focus, Independence, Versatility

Strengths: Proven experience working with European and North American clients (Linkeo, France)

Degrees and Education

Master of Arts in International Relations

2017–2017 • Universitas Gadjah Mada, Indonesia

CAPEN in English Language and Literature

2014–2014 • École Normale Supérieure

Magister II in Private Law

2013–2013 • National Center for Distance Learning of Madagascar

Literary Baccalaureate – Grade: “Assez bien”

2006–2006 • Le Petit Nid School

At a glance

Field of expertise

Customer service & administration

Experience

9 years of experience

Working languages

French · C2English · C2

Tools and software in use

Canva — 5 yearsCRM — 5 yearsExcel — 5 yearsWord — 5 yearsAirbnb — 4 yearsBooking.com — 4 yearsWhatsApp — 4 years

Markets covered

SwitzerlandFranceBelgiumUnited KingdomUnited StatesCanada