Operations Manager, Customer Relations

Role and background

As an owner-manager of a restaurant and a team supervisor in the BPO sector, I have developed strong expertise in operational and strategic management, particularly in customer acquisition and retention for the French and European markets. With expertise in telemarketing, customer service, and the coordination of hospitality operations, I am able to optimize performance and ensure high customer satisfaction. I am ready to bring immediate value to any European company.

Professional Experience

Restaurant Owner and Manager

Since June 2020 • Escale 606 • Madagascar

Managed all operational and strategic aspects of a restaurant, snack bar, and bar, including team supervision, supply chain optimization, and financial management. Developed and implemented business strategies aimed at increasing visibility and customer satisfaction. Maintained high standards of service quality and hygiene, ensuring a positive and loyal customer experience.

Supervisor

December 2018–April 2020 • Business Process Outsourcing (BPO) Company – Madagascar

Clients: French companies

Supervised a team of telemarketers dedicated to the ENGIE campaign, focused on acquiring new customers for gas and electricity offers in the French market. I was responsible for monitoring individual and team performance, providing ongoing training, and ensuring that the qualitative and quantitative objectives set by the client were met. I oversaw the implementation of prospecting strategies, the optimization of call scripts, and the resolution of day-to-day operational issues. My role helped maintain a high level of customer satisfaction and ensure compliance with contractual requirements.

Telemarketing Agent

November 2018–February 2019 • Business Process Outsourcing (BPO) Company – Madagascar

Conducted telemarketing campaigns on behalf of ENI, an international energy provider, targeting prospects for their gas and electricity offerings. Actively contributed to meeting lead qualification and appointment-setting goals for the client’s sales teams. Rigorously applied sales scripts and communication techniques to maximize engagement with call recipients. Participated in the continuous improvement of prospecting processes through feedback.

Telemarketer

April 2018–October 2018 • Business Process Outsourcing (BPO) Company – Madagascar

Provided customer support for Cash Piscine, efficiently managing incoming and outgoing requests to resolve issues and inform users about products and services. Handled a significant daily volume of calls, ensuring high customer satisfaction through active listening and accurate responses. Helped maintain a positive brand image by providing professional and courteous service.

Customer Service Representative

March 2017 – September 2017 • Business Process Outsourcing (BPO) Company – Madagascar

Clients: French companies

Provided customer service for Orange France’s Mobicarte subscribers, handling requests for information, service activations, and first-level technical support. Handled a high daily volume of incoming calls while adhering to established procedures and service quality metrics. Helped maintain a high customer satisfaction rate through active listening and precise responses. Developed skills in remote customer relationship management and problem-solving in a demanding environment.

Call Center Agent

September 2016–February 2017 • Business Process Outsourcing (BPO) Company – Madagascar

Clients: French companies

Managed customer relations for showroomprive.com, a major player in online retail in France, by handling incoming calls and emails. Provided telephone support and after-sales service to resolve customer issues, ensuring their satisfaction. Tracked customer cases and managed complex requests, helping to maintain a positive brand image. Developed skills in intercultural communication and problem-solving in a BPO environment.

Telemarketing Agent

July 2015–July 2016 • Business Process Outsourcing (BPO) Company – Madagascar

Clients: French companies

Provided telephone support services for Permis Ecole, a French platform for driver’s ed, by managing the call center, customer service, and client follow-up, thereby improving user satisfaction. Performed file qualification for ARTHA TRANSLATION, an Italian translation platform, optimizing the client database. This experience allowed me to develop skills in customer relationship management and organization, while collaborating with international partners.

Accommodation Manager

December 2014–July 2015 • Océan 501 • Madagascar

As the manager responsible for organizing and supervising hotel operations, I ensured strict compliance with health, safety, and environmental standards, while optimizing energy efficiency. I managed the entire reservation process, from confirmation to customer communication, and coordinated between guests and management. My responsibilities also included supervising the front office, guest reception, billing, and sales negotiations, thereby contributing to customer satisfaction and the establishment’s operational efficiency.

Telemarketing Representative and Web Editor

February 2014–November 2014 • Business Process Outsourcing (BPO) Company – Madagascar

Clients: French companies

Conducted outreach and identified qualified leads for French clients, directly contributing to the expansion of their sales portfolio. Managed incoming and outgoing phone calls from Madagascar to France, ensuring smooth and effective communication. Wrote SEO-optimized web content, improving clients’ online visibility. This role allowed me to develop skills in intercultural communication and remote sales techniques.

Telemarketing Agent

January 2013–February 2014 • Business Process Outsourcing (BPO) Company – Madagascar

Clients: French companies

Managed the call center and provided administrative support for Permis Ecole, assisting with the handling of customer requests. Conducted telesales and telemarketing campaigns for Scrut’auto and Kardinal, helping to promote their offerings. Conducted follow-up, customer retention, and lead qualification activities for Diffusion, optimizing customer relations. Worked on A-to-A, B-to-B, B-to-C, and C-to-B models for French clients, demonstrating versatility in managing business interactions.

Elderly Care Assistant

December 2011–November 2012 • French family • Madagascar

Provided daily care for an 82-year-old French national in Madagascar to ensure her well-being and safety. Managing household tasks, assisting with mobility, and providing emotional support helped maintain her independence and quality of life. Coordinating medical appointments and monitoring treatments ensured optimal care for her health. This experience strengthened my skills in empathy, organization, and priority management in a demanding environment.

Front Desk Clerk

February 2011–November 2011 • Soafia Complex (3-star hotel) • Madagascar

Welcomed and assisted international guests, efficiently managing check-in and check-out procedures. Handled all aspects of the switchboard, including making, receiving, and transferring calls. Processed billing and reservations via email and handled currency exchange transactions. Helped maintain a high level of customer satisfaction in a demanding hotel environment.

Bartender, then Front Desk Agent

October 2010–January 2011 • Tsara Guest House • Madagascar

Welcomed and assisted international guests at a three-star hotel, ensuring a high-quality guest experience. Managed billing and implemented customer loyalty initiatives, contributing to customer satisfaction and retention. Operated the switchboard, ensuring the smooth flow of incoming and outgoing calls.

Internship in Tour Guiding and Travel Agency Operations

September 2010–October 2010 • Betsileo Discovery • Madagascar

Provided detailed tourist information to guests and accompanied groups as a tour guide and translator, ensuring an immersive experience. Actively participated in the logistical organization of excursions, walks, hikes, and treks. Contributed to the preparation and execution of trade shows and promotional events, enhancing the agency’s visibility.

Internship in Hospitality and Food Service

July 2010–September 2010 • Tsara Guest House • Madagascar

Managed the front desk and switchboard, ensuring a seamless customer experience from the moment of arrival. Handled billing and assisted with the general administration of the establishment, ensuring the smooth running of back-office operations. Actively participated in front-of-house and bar service, developing versatile skills in the restaurant industry. This comprehensive immersion provided a practical understanding of the various departments within a hotel and fostered independence in a demanding environment.

Observation Internship in Tour Guiding and Travel Agency Operations

May 2010–June 2010 • Ranomafana National Park • Ranomafana

Accompanied groups of visitors on trails through the national park, ensuring their safety and the quality of their experience. Participated in the development of new tourism services, contributing to the expansion of offerings and visitor satisfaction. Collected and disseminated relevant tourism information, helping visitors navigate the park and understand environmental issues.

Observation Internship in Hospitality and Food Service

February 2010–April 2010 • SETAM LODGE • Ranomafana

Observed and actively participated in daily guest reception and customer service operations, contributing to a positive visitor experience. Managed the front desk and switchboard, ensuring smooth and effective communication. Supported the bar and dining room staff, developing an understanding of service standards. Gained insight into the administrative and management processes essential to the operation of a hotel.

Skills

Hard Skills: Operational Management, Customer Acquisition, Team Supervision, Telemarketing, Hospitality Management

Soft Skills: Leadership, Customer Focus, Problem Solving, Adaptability, Intercultural Communication

Strengths: Proven experience working with French and European clients and contractors (Switzerland, Belgium, Germany, United Kingdom, United States, Canada); experience working in call centers and BPO.

Degrees and Training

Hospitality and Tourism Program

2009–2011 • INSCO University, Fianarantsoa

INTH (National Institute of Tourism and Hospitality)

2009–2009 • Antananarivo, Madagascar

Science Baccalaureate (Series D)

2008–2008 • Lycée Moderne Ampefiloha

Madagascar General Education System

Literary Baccalaureate (Series A2)

2007–2007 • Norbert Ranohavimanana High School

Grade: “Assez Bien” from the General Education System of Madagascar

At a glance

Field of expertise

Customer service & administration

Experience

14 years of experience

Working languages

French · B2English · B2

Tools and software in use

ORCHESTRA — 8 yearsGESTOVE — 8 years

Markets covered

SwitzerlandFranceBelgium