Head of After-Sales Service and Customer Relations - E-commerce

Role and background

I have developed my expertise in customer service and after-sales support through the operational management of e-commerce businesses and service platforms, ensuring the resolution of complex complaints and the continuous optimization of user experiences. With expertise in PrestaShop and Zendesk, I ensure strict compliance with SLAs while mentoring and training teams to sustainably improve satisfaction levels. As a bilingual French-English speaker, I provide European companies with immediate added value in structuring their customer relationships and managing their international workflows.

Professional Experience

After-Sales Service Manager (ASM)

July 2025–September 2025 • Business Process Outsourcing (BPO) Company – Madagascar

Clients: French companies

Operational management of customer service activities focused on managing short-term rentals via the Superhote platform. Developed and implemented standardized procedures to streamline request handling, optimize customer loyalty, and sustainably increase customer satisfaction. Managed, provided ongoing training, and offered guidance to a team of customer service representatives to ensure excellent customer relations and effective service delivery. Qualitative monitoring of handled cases to ensure prompt resolution of complaints while strengthening employees’ operational autonomy.

Customer Service Representative

February 2025–May 2025 • Business Process Outsourcing (BPO) company – Madagascar

Clients: French companies

Efficiently managing and processing customer requests via the Zendesk platform to ensure prompt and high-quality resolution of complaints. Rigorous monitoring of key performance indicators, including SLA compliance, first-contact resolution rate, and overall customer satisfaction. In addition to the operational management of support tickets, I was responsible for initial and ongoing training, as well as mentoring a team of several agents. This day-to-day supervision helped develop the team’s collective skills, standardize handling practices, and ensure consistent service quality in line with established requirements.

After-Sales Service Manager

January 2019–January 2025 • Business Process Outsourcing (BPO) Company – Madagascar

Clients: French companies

Strategic and operational management of after-sales support and returns management activities for a portfolio of e-commerce clients. Supervision, ongoing training, and skill development for a dedicated team of agents to ensure service excellence. Optimization of request-handling processes via PrestaShop, Zendesk, Lengow, and Chronotrace to streamline workflows. Definition and rigorous monitoring of key performance indicators, including SLA compliance, resolution rates, and customer satisfaction scores. Implementation of targeted action plans to increase customer loyalty and ensure a high-quality customer experience.

Video Moderator

September 2015–January 2019 • Business Process Outsourcing (BPO) Company – Madagascar

Clients: French companies

Ensured the compliance and security of broadcast audiovisual content by rigorously applying established moderation policies. Analyzed, verified, and validated video streams in accordance with community guidelines and specific client directives. Prompt and accurate handling of reports to preserve platform integrity and provide a secure digital environment for end users. Maintained high standards and quality in the evaluation of sensitive content, in accordance with regulatory standards.

Trainee Manager

August 2014–September 2015 • Floreal Madagascar • Madagascar

Provided direct support for the operational management of industrial activities, including rigorous monitoring of production flows and schedules. Analyzed existing work methods and proposed targeted adjustments to streamline production stages. Coordinated daily with technical teams to identify bottlenecks and improve the reliability of internal operations. Implemented concrete measures aimed at optimizing throughput and reducing turnaround times on the production line. Careful monitoring of performance metrics to ensure compliance with quality and productivity requirements.

Customer Service Representative / Call Center Agent

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

Clients: French companies

Handled incoming calls and emails to effectively respond to customer inquiries. Diagnosed issues, provided appropriate technical support, and rigorously processed complaints using the FAST software. Meticulously tracked each case until its complete resolution to ensure customer satisfaction. Actively contributed to smooth customer relations through clear, responsive communication focused on maintaining a high quality of service.

Telephone Surveyor

July 2012–August 2013 • Business Process Outsourcing (BPO) Company – Madagascar

Clients: French companies

Conducting quantitative and qualitative telephone survey campaigns with a panel of targeted respondents. Rigorous administration of standardized questionnaires and collection of reliable marketing data in accordance with established sampling protocols. Accurate data entry, verification, and organization of collected information in real time to ensure database integrity. Strict adherence to neutrality criteria and methodological guidelines to ensure high-quality results delivered to clients.

Skills

Hard Skills: After-Sales Service, CRM, Mailing, Customer Relationship Management, Complaints Management

Soft Skills: Problem-Solving, Team Management, Focus on Customer Satisfaction, Communication

Strengths: Over 10 years of experience in international environments, Excellent ability to effectively resolve customer issues, Optimization of after-sales follow-up processes, Team management focused on customer satisfaction

Degrees and Training

Master’s 1 in Agro-industry

2009–2013 • ISA

Specialization in Food Processing

ISA, Antananarivo

At a glance

Field of expertise

Customer service & administration

Experience

12 years of experience

Working languages

French · C1English · C1

Tools and software in use

Prestashop — 6 yearsCRM — 4 years

Markets covered

SwitzerlandFranceBelgiumUnited KingdomUnited StatesCanada