Reference 20285

Customer Relations & CX Operations Manager

Record updated on 30 August 2026

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 7 years in the trade and is delivered in French (C1) and English (B2). 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

As the manager responsible for operational oversight and customer satisfaction for French clients, I oversee multi-project teams, develop standard operating procedures (SOPs), and manage complex disputes on Shopify and PayPal. My expertise in content moderation, online reputation management, and omnichannel workflows enables me to ensure full compliance with European standards. Ready to hit the ground running, I provide companies with tangible added value by developing team skills, continuously monitoring performance, and sustainably optimizing the customer experience.

Professional Experience

Team Manager / Trainer / CX Expert

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

Clients: French companies

Oversaw production and managed the operations of multi-project teams, with a focus on ensuring customer service excellence across three to five accounts simultaneously. Responsible for planning, task allocation, and monitoring individual and team performance through regular evaluations and weekly and monthly reports. Expertly managed content moderation on Facebook and Instagram, online reputation management via Trustpilot and Judge.me, as well as dispute resolution on Shopify and PayPal in direct coordination with vendors and management. Design and deployment of training materials and onboarding SOPs to standardize operational processes. Overseeing onboarding, ongoing coaching, and quality control to sustainably enhance employee skills and ensure client satisfaction. Seamless cross-functional coordination ensuring proactive resolution of complex issues and consistent achievement of set objectives.

Technical Advisor – Electricity & Gas

February 2024 to January 2025 • Business Process Outsourcing (BPO) Company – Madagascar

Clients: French companies

Managed remote customer service for TotalEnergies’ French customers by handling incoming and outgoing calls. Conducted detailed analyses of contractual situations and reported technical incidents to propose appropriate troubleshooting and resolution solutions. Rigorous management of support requests related to electricity and gas contracts, ensuring a prompt response that meets service quality requirements. Personalized case tracking to ensure customer satisfaction and uninterrupted energy service.

French-Speaking Customer Advisor – Subscription Service

September 2020–November 2023 • Business Process Outsourcing (BPO) company – Madagascar

Clients: French companies

Provided comprehensive support to France-based customers on behalf of TotalEnergies throughout their subscription process. Rigorous management and handling of complex requests and complaints submitted via email and mail, ensuring precise and personalized responses. This role helped ensure a seamless user experience while maintaining consistent alignment with the client’s service requirements. Consistent dedication throughout the entire period resulted in the systematic achievement and maintenance of productivity goals, quality standards, and customer satisfaction metrics.

French-Speaking Customer Service Representative

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

Clients: French companies

Handled incoming and outgoing omnichannel communications via phone calls, chats, and emails for a client base based in France. In-depth analysis of user needs to provide personalized and effective solutions from the very first contact. Rigorous management and tracking of all cases in accordance with internal procedures and established quality standards. Maintaining an optimal level of attentiveness to foster customer satisfaction and loyalty.

Skills

Hard Skills: Operations Leadership & Multi-Project Management, CX Optimization & Omnichannel Customer Relations, Process Standardization (SOPs) & Quality Assurance, Dispute Resolution & Online Reputation Management (Shopify/Trustpilot), Performance Reporting (KPIs) & Team Training

Soft Skills: Unifying Leadership, Rigor & Priority Management, Proactive Problem Solving, Influential Communication & Diplomacy, Agility & Results Orientation

Strengths: Over 6 years of proven experience serving French clients and contractors (TotalEnergies, Deliveroo), Proven experience in remote management and multi-project leadership in a BPO environment

Degrees and Training

Professional Bachelor’s Degree in Finance and Accounting

2017–2019 • IMGAM Ivandry

High School Diploma (Series D)

2016 • Tata Max High School, Farafangana

At a glance

Field of expertise: Customer service & administration
Experience: 7 years of experience
Working languages: French · C1English · B2
Tools and software in use: Excel — 6 yearsGoogle Workspace — 6 yearsWord — 6 yearsCiel Compta — 2 yearsSage Compta — 2 years
Markets covered: SwitzerlandFranceBelgium

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.

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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.