Chief Operating Officer / BPO Quality and Strategic Development
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 8 years in the trade and is delivered in French (C2) and English (C1). 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
My career in BPO—from call center agent to quality coach—has allowed me to develop in-depth expertise in the continuous improvement of customer service and in team management. With experience in operational and financial management at NGOs and companies, I have led development strategies and optimized processes, particularly in compliance with ISO 9001. I am ready to bring immediate value to a European company, drawing on my expertise in private business law and my ability to work with international partners.
Professional Experience
Quality Coach
Since January 2023 • Business Process Outsourcing (BPO) Company – Madagascar
Supported 50 customer service representatives in the continuous improvement of their performance by identifying areas for individual and team growth. Designed and facilitated training workshops focused on handling objections and customer satisfaction, increasing the first-contact resolution rate by 15%. Implemented evaluation rubrics and personalized action plans, contributing to an overall improvement in service quality. Regularly monitored performance indicators and reported to operational management.
Deputy Executive Director
January 2022–December 2022 • ARN Group’s “UNIVERSITY FOR ALL” NGO branch • Madagascar
Led the operational strategy and development of adult education programs, supervising a team of 15 staff members. Negotiated and secured key partnerships with local and international institutions, increasing the reach of training programs by 25%. Optimized project management and reporting processes, improving the transparency and efficiency of operations. Actively contributed to defining annual objectives and budget allocation, ensuring alignment with the NGO’s mission. Represented the organization before stakeholders and donors.
Director of Administration, Finance, and Operations (DAFEX)
January 2021–December 2022 • VAHANA ENTREPRISE • Madagascar
Oversaw the financial, administrative, and operational strategy to optimize the company’s overall performance. Oversaw budget management, cash flow, and accounting, ensuring regulatory compliance and the reliability of reports. Negotiated and monitored supplier and client contracts, helping to secure profit margins. Implemented procedures for the continuous improvement of internal processes, reducing processing times. Managed administrative and operational teams, fostering the achievement of set objectives.
Quality Supervisor
January 2009–December 2010 • Business Process Outsourcing (BPO) Company – Madagascar
As the person responsible for ensuring compliance in customer service delivery, I led the continuous improvement of operational processes. I analyzed performance metrics and implemented corrective actions to optimize the quality of customer interactions. This approach significantly reduced complaints and increased customer satisfaction, thereby contributing to partner loyalty. I also managed and trained a team of agents, ensuring compliance with defined quality standards.
Call Center Agent
January 2008–December 2009 • Business Process Outsourcing (BPO) Company – Madagascar
Provided customer support and handled complaints for French companies, following established scripts and procedures. Handled an average daily volume of 80 incoming calls, providing practical and personalized solutions. Contributed to the continuous improvement of customer satisfaction by identifying recurring causes of dissatisfaction and proposing ways to optimize service. Maintained a first-contact resolution rate of over 85%, ensuring a smooth and efficient customer experience.
Intern in the Administration, Legal, and Human Resources Department (DRHJUR)
June 2015–December 2015 • Logistiques Pétrolières de Madagascar (LPSA) • Madagascar
Supported the day-to-day administrative management of personnel files and the monitoring of internal legal procedures. Assisted in updating legal records and preparing contractual documents. Contributed to organizing internal training sessions and coordinating recruitment interviews. Assisted in drafting official correspondence and classifying archives.
Skills
Hard Skills: Operational Management, Continuous Improvement, ISO 9001 Compliance, Budget Management, Business Law
Soft Skills: Strategic Leadership, Collaborative Negotiation, Performance Coaching, Conflict Resolution, Effective Communication
Strengths: Expertise in the ISO 9001 standard, Experience working with clients in France, Experience working in BPO/call centers
Degrees and Training
Master’s Degree (MASTER I) in Private Business Law
2014–2014 • UPRIM Madagascar
Grade: Very Good
Bachelor’s Degree in Private Law
2012–2012 • UPRIM Madagascar
Grade: Very Good
DEUG in Law
2005–2005 • CNTEMAD
Grade: Fairly Good
High School Diploma (Series A2)
From 2002 to 2002
Grade: Passable
B.E.P.C. (Option B)
From 2000 to 2000
C.E.P.E.
From 1996 to 1996
At a glance
- Field of expertise
- Customer service & administration
- Experience
- 8 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.
- Quality and Training Manager, BPO InternationalFrench C1 · English C1 · Ref. 20145
- BPO Customer Service Quality Trainer and CoachFrench C1 · English B2 · Ref. 20449
- BPO Customer Service Supervisor / Quality and Performance ManagerFrench C1 · English B2 · Ref. 20525
- BPO/Call Center Business Development ManagerFrench C2 · English B2 · Ref. 20024
- QHSE Specialist / Quality, Health, Safety, and EnvironmentFrench C1 · English C1 · Ref. 20226
- Bilingual Quality, Training, and Customer Support SpecialistFrench C1 · English C1 · Ref. 20083
- Administrative and Business Development ManagerFrench C1 · English C1 · Ref. 20481
- Purchasing Manager | Supply Chain and Quality and HSE ExpertFrench C1 · English C1 · Ref. 20213
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.