Banking and Insurance Customer Relations Specialist
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. Backed by 5 years of experience, the service is delivered in French (C1) and English (B2). Everything is delivered remotely under a service contract with Good-ID Sàrl, which remains the employer and answers for the result.
Role and background
My career has combined the management of banking operations with the administration of insurance contracts in demanding environments focused on French clients. With experience supervising BPO teams, strictly monitoring KPIs, and ensuring the security of financial flows, I guarantee meticulous management of the policy lifecycle and dispute resolution. Thanks to my solid grasp of procedures and French-speaking customer service, I can hit the ground running to make your operations more reliable and raise your standards for compliance and customer satisfaction.
Professional Experience
Versatile Teller and Cashier
Since June 2025 • Bank of Africa Madagascar • Mananjary, Madagascar
Comprehensive management of financial flows at the teller window and in the back office through the maintenance, daily management, and rigorous control of cash. Providing personalized customer service to identify their needs, ensure high-quality service, and promote suitable banking products. Performed administrative tasks and processed routine transactions in strict compliance with internal procedures. Consistently applied security protocols and meticulously verified the compliance of each transaction to minimize operational risks and ensure the reliability of the branch’s accounts.
Client Account Manager
April 2024–May 2025 • Business Process Outsourcing (BPO) Company – Madagascar
Clients: French companies
Managing a portfolio of auto and comprehensive home insurance policies on behalf of a partner broker. Managed the entire policy lifecycle, from needs analysis and underwriting to day-to-day management and policy amendments. Rigorously processed incident reports and provided personalized support to policyholders throughout the claims settlement process. Efficiently managed collection efforts for unpaid premiums to secure cash flow and minimize the risk of delinquencies. Ensured optimal service quality in line with market requirements, actively contributing to customer retention and the business’s operational performance.
Customer Service Supervisor
2023–2024 • Business Process Outsourcing (BPO) Company – Madagascar
Clients: French companies
Led and managed a team dedicated to providing customer service for the French-speaking division of Dépôt Bingo. Responsible for the full management cycle, including recruitment, resource planning, ongoing evaluation, and employee skill development. Rigorous monitoring of operational performance and the quality of deliverables through the tracking of key performance indicators and strict adherence to business procedures. Provided direct operational support to teams on processing workflows to streamline production and ensure compliance in customer interactions. Prepared regular activity reports to ensure seamless coordination with management and sustainably optimize customer satisfaction.
Customer Service Support
2022–2023 • Business Process Outsourcing (BPO) Company – Madagascar
Clients: French companies
As the guarantor of operational compliance for the Dépôt Bingo project on behalf of a French client, the role centered on supporting production and overseeing daily operations. Responsible for rigorously monitoring and enforcing compliance with established procedures, this role helped maintain a consistent level of quality across the teams. The design and regular distribution of detailed reports ensured that management had a clear view of key performance indicators. This operational support helped streamline operations and ensure the reliability of processing workflows.
Commercial Client Advisor
2021–2022 • Business Process Outsourcing (BPO) Company – Madagascar
Clients: French companies
Full management of remote customer relations with French-speaking clients. Coordination and handling of incoming and outgoing call flows to provide personalized assistance and reliable information. Rigorous complaint management and comprehensive after-sales service follow-up to effectively resolve disputes and optimize the user experience. Maintained a high level of attentiveness and high standards to ensure customer satisfaction and enhance the quality of services provided.
Event Cashier
2019–2019 • Equal Event • Madagascar
Full responsibility for operating and managing the cash register during various events. Responsible for all payment processing operations, ensuring the speed and reliability of transactions with the public. Rigorous monitoring of cash flows, systematic account verification, and daily cash reconciliation with no discrepancies. Maintained smooth and efficient customer service in a high-traffic environment, contributing to the smooth operational flow of events.
Skills
Hard Skills: Banking and cash management, Property and casualty insurance contract management, Team supervision and KPI management, Claims and dispute resolution, Compliance monitoring and risk management
Soft Skills: Operational leadership, Attention to detail, Negotiation skills & active listening, Customer satisfaction focus, Adaptability & stress management
Strengths: Proven experience in customer relations, supervision, and contract management for French clients and contractors (Webhelp, Active Assurances); Proficiency in operational management and procedures within an offshore contact center/BPO environment
Degrees and Education
Master’s Degree (First Year) in Economics
2020–2020 • University of Toamasina
Major in Economics, Specialization in Mathematical Economics
Bachelor’s Degree in Economics
2019–2019 • University of Toamasina
Major in Economics, Specialization in Mathematical Economics
2nd year of Bachelor’s Degree in Economics
2018–2018 • University of Toamasina
Major in Economics
High School Diploma (Science Track, Series D)
From 2016 to 2016 • IES ACEEM Ampitatafika – Antananarivo
At a glance
- Field of expertise
- Customer service & administration
- Experience
- 5 years of experience
- Working languages
- Tools and software in use
- 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.
- B2C Customer Relationship Manager / Insurance Contract ManagementFrench C1 · English B2 · Ref. 20421
- Corporate and Wealth Management Banking Client Relations SpecialistFrench C2 · English B2 · Ref. 20389
- Customer Relations Specialist – Dispute Resolution and ComplianceFrench C1 · English B2 · Ref. 20625
- International Customer Relations and Administrative Support SpecialistFrench C1 · English B2 · Ref. 20599
- Customer Service Representative and BPO Back-Office ManagerFrench C1 · English B2 · Ref. 20272
- Customer Relations and User Journey Optimization SpecialistFrench C1 · English B2 · Ref. 20031
- Customer Relations Specialist - Emergency Management and Inbound Call HandlingFrench C1 · English B2 · Ref. 20588
- Administrative Assistant and Omnichannel Customer Relations SpecialistFrench C1 · English B2 · Ref. 20624
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.