B2C Customer Relationship Manager / Insurance Contract Management
A skill practised within our “Customer service & administration” team — customer relations, multilingual support, data entry and back-office — by a salaried Good-ID employee, supervised by our project managers. The service draws on 9 years in the trade and is delivered in French (C1) and English (B2). Remote delivery under a service contract with Good-ID Sàrl: we remain the employer, the supervisor and your single point of contract.
Role and background
As a customer relationship manager in BPO, I excel at building customer loyalty and satisfaction in the B2C sector, handling complex issues with a high resolution rate. My background in insurance contract management and sales consulting gives me a comprehensive understanding of the customer lifecycle. I am skilled at optimizing processes and ensuring compliance, and I am ready to bring immediate value to a European company.
Professional Experience
Customer Relationship Manager
Since January 2023 • Business Process Outsourcing (BPO) Company – Madagascar
Proactively managed a portfolio of B2C clients for a business process outsourcing (BPO) company, ensuring high customer satisfaction and loyalty. Handled incoming inquiries via phone and email on a daily basis, resolving complex issues and proposing tailored solutions. Contributed to the continuous improvement of processes by reporting customer feedback and helping to optimize interaction scripts. Maintained an 85% first-contact resolution rate and an average satisfaction rating of 4.5/5.
Contract Manager
January 2019–December 2022 • AFI Assurances MADAGASCAR • Madagascar
Managed the administrative processing and monitoring of a portfolio of insurance contracts, ensuring compliance with internal and regulatory procedures. Processed requests for changes, cancellations, and renewals, and rigorously managed customer claims. Contributed to the optimization of case-handling processes, improving customer satisfaction and operational efficiency.
Sales Consultant
January 2019–December 2019 • AFI Assurances MADAGASCAR • Madagascar
Developed a client portfolio through targeted prospecting and by fostering loyalty among existing clients, achieving the set sales targets. Advised clients on insurance products tailored to their specific needs, ensuring a clear understanding of coverage and terms. Managed the entire sales cycle, from identifying client needs to signing the contract, while ensuring customer satisfaction. Contributed to the continuous improvement of sales processes through regular feedback sessions with the team.
Client Advisor
January 2016–December 2017 • Business Process Outsourcing (BPO) Company – Madagascar
Proactively managed a portfolio of B2C clients for a telecommunications provider, handling requests for information, Level 1 technical support, and dispute resolution. Applied internal procedures to ensure optimal customer satisfaction and build customer loyalty. Contributed to meeting service quality and individual performance objectives.
INTERNSHIP AT THE MINISTRY OF TOURISM
January 2012–December 2012 • MINISTRY OF TOURISM • Madagascar
Actively participated in the oversight and monitoring of tourism establishments in Madagascar, ensuring compliance with industry standards. Contributed to the continuous improvement of the quality of services provided by tourism stakeholders. Conducted regular inspections and drafted detailed reports for the Ministry, facilitating decision-making. This work supported national efforts to promote and professionalize the Malagasy tourism sector.
Skills
Hard Skills: B2C Customer Relationship Management, Process Optimization, Insurance Contract Management, Regulatory Compliance, Customer Loyalty
Soft Skills: Complex Problem Solving, Effective Communication, Customer Focus, Proactivity, Needs Analysis
Degrees and Training
Bachelor’s Degree (BAC+3) with a specialization in sustainable tourism
2010–2014 • LAULANIE GREEN UNIVERSITY & ELI
Advanced Vocational Diploma (BTS) in Entrepreneurship Studies in Ecotourism
2010–2014 • LAULANIE GREEN UNIVERSITY & ELI
Office Computing and Executive Secretarial Skills
2009 • GSI INSTITUT
ENGLISH Language Course
2009 • English Language Institute (ELI)
BACCALAUREATE, Series A2
2008 • JJ RABEARIVELO High School
At a glance
- Field of expertise
- Customer service & administration
- Experience
- 9 years of experience
- Working languages
- 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.
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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.