Customer Relations & Data Analysis

Role and background

As a BPO project management specialist, I lead data analysis and customer relationship management with a strategic approach. With expertise in Excel and Power BI, I ensure reliable operational reporting and optimized performance. Organized and self-motivated, I am fully committed to delivering tangible results, providing immediate added value to European companies. My ability to thrive in a bilingual French-English professional environment ensures seamless communication in international markets.

Professional Experience

Store Manager

Since June 2025 • BRICOLAND • Madagascar

Store manager at a major retail chain

responsible for the smooth operational and commercial functioning of the

retail location. Daily coordination and supervision of sales activities,

cash register management, and rigorous inventory tracking. Team

management and support, scheduling (vacations, shift rotations,

days off), and monitoring of individual performance. Implementation of

internal procedures to ensure efficient handling of customer requests

and to meet sales targets. Conducting

competitive intelligence and analyzing market trends. Drafting

clear and relevant activity reports to guide strategic decisions.

Assistant Store Manager

March 2024–May 2024 • COSMOS UDITEC • Madagascar

Store manager at a major retail chain, responsible for overall operations (safety, cleanliness, human resources, and budget management).

Daily coordination and supervision of sales activities to ensure performance and customer satisfaction.

Management and motivation of teams; development and monitoring of schedules (vacations, rotations, days off).

Rigorous management of petty cash and inventory, ensuring optimal use of resources.

Strict enforcement of internal procedures when handling customer requests.

Conducting competitive intelligence and preparing activity reports to guide strategic decisions and achieve set objectives.

SFR 1023 Mobile Technical Support

January 2022–August 2023 • Business Process Outsourcing (BPO) company – Madagascar •

As part of SFR’s mobile technical support team, handled incoming calls to diagnose and resolve network issues reported by customers.

Provided clear and precise communication regarding network status, affected areas, restoration times, and the services involved.

Provided information on mobile plans and services, offering and selling solutions tailored to customer needs.

Proactively managed complaints to maintain a high level of customer satisfaction.

Contribute to customer retention through personalized support and the promotion of tailored solutions, while adhering to company procedures and quality objectives.

Key Account Manager

September 2020–November 2022 • Business Process Outsourcing (BPO) Company (BPO) – Madagascar •

Organize and manage production

Ensure that qualitative and quantitative objectives are met, that established procedures are followed, and monitor progress

Manage teams

Discuss deadlines

Participate in setting up production

Build loyalty within the key account client portfolio

Forecast required production volumes

Prepare a daily report.

Bilingual (French–English) Customer Service Representative

October 2018–August 2020 • Business Process Outsourcing (BPO) company – Madagascar •

Call center agent for HCORPO Paris and TELDAR TRAVEL Spain, specializing in managing international hotel reservations on behalf of the GEKKO Group.

Processed emails in French and Spanish; managed reservations via the Booking, Amadeus, and Sabre Hotel platforms.

Verified room availability at requested hotels and followed up on confirmations with partner establishments.

Responding to customer inquiries accurately and promptly, ensuring a high level of service.

Participating in meetings with the CDO and maintaining regular communication with international contacts to ensure smooth coordination of operations.

Assistant Director

February 2018–September 2018 • JOVENA ALAOTRA MANGORO • Madagascar

I ensured that the objectives set by Headquarters were met and compiled monthly figures from the various divisions to produce the results.

Analyze the reasons why targets were not met and implement corrective measures.

Managed inventory and cash on hand

Conducted inventory counts on a regular basis

Managed any administrative tasks and expenses

Ensured the proper delegation of the Director’s authority in the event of absence.

Supervisor and Trainer for the RGPH3 Project

February 2018–July 2018 • INSTAT • Madagascar

Responsible for training enumerators on survey methodology

Conducting courtesy visits to relevant authorities

Supervising survey zones

Conducting field visits (scheduled and unannounced)

Assisting them in case of difficulties

Ensuring that established guidelines and procedures were followed; preparing daily reports for line managers on the progress of data collection.

Data Collection Agent, SDI PAUSENS PROJECT

April 2016–July 2016 • CAETIC DEVELOPMENT • Madagascar

Responsible for collecting data within the specified timeframes

Complies with the guidelines and data collection procedures established by the office

Kept the team leader informed of the progress of data collection.

Area Supervisor

June 2015–October 2015 • TILAPIA DE L’EST • Madagascar

Managed and coordinated data collection

Supervised the various areas

Field visits

Providing assistance in case of difficulties

Ensuring that established guidelines and procedures are strictly followed

Preparing daily reports for line managers on the progress of data collection and the field visits conducted.

Skills

Hard Skills: Data analysis, Operational reporting, Cash management, Inventory tracking, Competitive intelligence

Soft Skills: Team management, Organized, Responsible, Self-reliant, Motivating teams

Strengths: Public procurement

Degrees and Education

Master’s Degree in Management, Finance, and Accounting

2015–2016 • UNIVERSITY OF TOAMASINA

Bachelor’s Degree in Management, Finance, and Accounting

2014–2015 • UNIVERSITY OF TOAMASINA

At a glance

Field of expertise

Customer service & administration

Experience

10 years of experience

Working languages

French · C1English · B2

Tools and software in use

Dash Board Excel — 5 years

Markets covered

France