English-Speaking BPO / Customer Relations Project Team Leader
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 (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
As a Team Leader and Project Manager in BPO outsourcing, I have led image annotation projects for international clients, managing teams and optimizing the quality of deliverables. My expertise extends to managing English-speaking client relationships, where I handled a high volume of requests and helped optimize processes. I am capable of working in an international environment and providing immediate value to a European company.
Professional Experience
Customer Service
Since January 2022 • Business Process Outsourcing (BPO) Company – Madagascar
Clients: British, American, and Canadian companies
Managed customer relations for English-speaking clients (United Kingdom, United States, Canada) via chat and phone, handling a high daily volume of inquiries. Actively contributed to the River project, aimed at optimizing customer support processes, by identifying areas for improvement and proposing concrete solutions. Maintained a high level of customer satisfaction through efficient and prompt problem resolution.
Team Leader - Project Manager
January 2019–December 2021 • Business Process Outsourcing (BPO) Company – Madagascar
Managed image annotation projects for international clients, ensuring compliance with specifications and deadlines. Supervised a team of 15 annotators, optimizing productivity and the quality of deliverables. Implemented rigorous quality control processes, reducing errors by 15% and improving customer satisfaction. Managed resources and planned tasks to meet performance goals. Contributed to the continuous improvement of work methods and team training.
Image Annotator
January 2018–December 2019 • Business Process Outsourcing (BPO) Company – Madagascar
Contributed to the annotation of thousands of images for artificial intelligence projects, ensuring the quality of training data. Applied strict annotation protocols to ensure the accuracy and consistency of datasets. Actively participated in preparing data essential to the development and improvement of AI models for various clients. Demonstrated consistent attention to detail in task execution, directly contributing to the reliability of machine learning solutions.
Skills
Hard Skills: Project Management, Team Management, B2B Client Relations, Process Optimization, Image Annotation
Soft Skills: Leadership, Problem Solving, Intercultural Communication, Customer Focus, Attention to Detail
Strengths: Proven experience working with English-speaking clients, Experience with remote work
Degrees and Training
Bachelor’s degree
2016–2016 • Md Piera Malaza
Management
2019–2019 • CNTEMAD Madagascar
2nd year
English course
2020–2020 • ITTI Madagascar
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.
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.
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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.