Customer Service Representative and BPO Back-Office Manager

Role and background

Specializing in BPO operations, I handle incoming call volume and ensure rigorous management of back-office activities. My career experience has enabled me to master data validation, bilingual content moderation, and personalized tracking of client cases in accordance with strict operational standards. Familiar with the operational requirements of European companies, I bring a high level of reliability to compliance monitoring and first-level support. Ready to hit the ground running, I guarantee seamless, high-quality management of your processes.

Professional Experience

Customer Service Representative

September 2025–March 2026 • Business Process Outsourcing (BPO) Company – Madagascar

Handled incoming call volume to effectively respond to various inquiries and provide first-level support. Conducted thorough analysis of callers’ needs to provide tailored and personalized solutions. Completely processed requests and tracked cases to ensure continuous, high-quality support. Guided and advised users in accordance with established procedures, with a constant focus on optimizing customer satisfaction.

Bilingual Data Validation and Content Moderation Agent (Back Office)

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

Responsible for data validation and rigorous moderation of bilingual content to ensure compliance with client requirements. Efficiently processed back-office operational workflows while ensuring the integrity, consistency, and reliability of the information managed. Strictly applied validation criteria to filter out and correct anomalies within the specified timeframes. Directly contributed to improving the overall quality of deliverables and maintaining a high level of customer satisfaction. Continuously optimized daily processing workflows to increase the efficiency and speed of task execution.

Cashier

June 2022–September 2022 • Bet261 • Madagascar

Full responsibility for cashier operations and daily cash register management, ensuring the consistent reliability of financial transactions and the accuracy of closing balances. Greeted, listened to, and guided customers with a strong commitment to service to ensure a seamless, courteous, and high-quality experience. Effectively managed customer flow during peak hours and rigorously processed requests in accordance with established procedures.

Sales Associate

March 2016–September 2019 • Jumbo Score • Madagascar

Responsible for greeting customers, assisting them, and providing personalized advice to drive sales and ensure a positive shopping experience. Rigorous management of shelf stocking, continuous restocking, and product labeling, while ensuring the sales floor remained neat, clean, and visually appealing. Strictly enforce merchandising rules and constantly monitor inventory turnover to ensure shelf compliance and optimize product availability for customers.

Skills

Hard Skills: Customer Relationship Management (CRM & BPO), Handling Inbound Calls, Bilingual Content Moderation, Data Validation & Compliance, Back-Office Workflow Management

Soft Skills: Focus on customer satisfaction, Operational rigor and precision, Strong interpersonal and writing skills, Adaptability and responsiveness, Independence and priority management

Degrees and Education

Second year of a bachelor’s degree (L2) in Business Administration

IMGAM Ivandry

Second year of a bachelor’s degree (L2)

At a glance

Field of expertise

Customer service & administration

Experience

6 years of experience

Working languages

French · C1English · B2

Markets covered

SwitzerlandFranceBelgiumCanada