English-Speaking Customer Support Agent

Role and background

As an English-speaking Customer Service Representative for the North American and British markets, I proactively manage customer inquiries, ensuring efficient resolution and high customer satisfaction. My career experience includes television hosting, English teaching, and real estate assistance, which has helped me develop strong communication skills and intercultural adaptability. I am proficient in customer support processes and capable of optimizing operations for demanding European companies.

Professional Experience

English-Speaking Customer Service Representative

Since January 2024 • Business Process Outsourcing (BPO) Company – Madagascar

Clients: U.S., U.K., and Canadian companies

Proactively managed inquiries from English-speaking clients (United States, United Kingdom, Canada) for a business process outsourcing (BPO) company, ensuring efficient problem resolution and high customer satisfaction. Contributed to the continuous improvement of support processes by identifying pain points and proposing solutions. Maintained clear and professional communication, strengthening client relationships and the company’s brand image.

Assistant Real Estate Agent Manager

January 2023–December 2023 • UNO Consulting • Antsahavola

Provided direct support to the lead real estate agent in the day-to-day management of a portfolio of residential and commercial properties. Actively participated in preparing client files, organizing showings, and tracking transactions, helping to optimize sales and leasing processes. Coordinated communications with clients and partners, ensuring smooth interactions and high satisfaction levels. Contributed to market analysis for property valuation and the development of targeted marketing strategies.

Television Host

January 2022–December 2023 • Miss Cl’hush Antanimena • Antanimena

Hosted daily live shows, managing interactions with the audience and guests to maintain audience engagement. Developed and presented original content, contributing to the diversity of programming and the channel’s appeal. Ensured smooth transitions and adherence to airtime schedules, guaranteeing the quality of the broadcast. Actively participated in editorial meetings to design new formats, enriching the media offering.

American English Teacher

January 2021–December 2021 • MFDL (Malagasy Flying Disc League) • Madagascar

Taught American English classes to groups of learners, known as the Disciples, adapting teaching methods to different levels and needs. Designed and led interactive sessions aimed at developing oral and written skills. Regularly assessed students’ progress and implemented personalized follow-up plans to reinforce their learning. Actively contributed to the continuous improvement of the educational program.

Assistant Coach

January 2021–December 2021 • EFDC (Emotive Flying Disc Club) • Androhibe

Helped organize and supervise daily sports activities for club members, ensuring that practices and competitions ran smoothly. Supported the leadership team in implementing the club’s development strategies, actively participating in event planning and volunteer coordination. Ensured compliance with safety rules and sportsmanship values, helping to maintain a positive and stimulating environment for all participants. Facilitated internal and external communication, strengthening cohesion within the club and improving the visibility of its initiatives.

Leadership Training

January 2021–December 2021 • EFDC (Emotive Flying Disc Club) • Androhibe

Acquired fundamental leadership skills through an intensive program led by the EFDC director, a certified ASA expert. This targeted training helped me develop a deep understanding of team dynamics and motivation strategies. I learned the key principles of effective communication and strategic decision-making, which are essential for guiding and inspiring others. This experience strengthened my ability to address managerial challenges and contribute positively to collective performance.

English Teacher

January 2021–December 2021 • Mpanjaka Kids Football School, Lycée Chrétien Agora • Chrétien Agora

Taught English classes to students of various skill levels, adapting teaching methods to promote the development of oral and written language skills. Developed interactive lesson materials and engaging activities to stimulate student engagement. Regularly assessed students’ progress and provided constructive feedback to help them achieve their learning goals. Contributed to the continuous improvement of the English program by suggesting adjustments based on observations of students’ needs.

Internship and Training as an English-Speaking Customer Service Representative

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

Clients: U.S., U.K., and Canadian companies

Completed intensive training in customer service and provided customer support in English for English-speaking markets (United States, United Kingdom, Canada). Developed skills in intercultural communication and complex problem-solving, contributing to customer satisfaction and the achievement of service goals. Mastered quality standards and procedures specific to business process outsourcing.

English Degree and Certification

January 2019–December 2019 • MESSENGER English Club Hope • Madagascar

Earned an English language certification attesting to an advanced command of written and oral skills. This program strengthened my ability to communicate effectively in an international environment and to process complex information in English. I developed the ability to independently learn and apply new language skills, thereby preparing myself for demanding professional environments.

Spoken English Training

January 2019–December 2019 • Embassy of the United States of America • Madagascar

Developed and implemented a spoken English training program specifically designed for missionaries to improve their communication skills in an intercultural context. Led interactive sessions focused on fluency and pronunciation, enabling participants to gain greater oral confidence. This program helped enhance the missionaries’ communication effectiveness during their assignments.

Certificate of Completion, Wing Chun Advanced Training

January 2019–December 2019 • Malagasy Jeet Kune Do Association • Madagascar

Advanced training in Wing Chun and Jeet Kune Do techniques at the Malagasy Jeet Kune Do Association, strengthening mastery of forms and martial applications. Active participation in daily training sessions and intensive workshops focused on precision of movement and the effectiveness of combat strategies. Developed reaction time and coordination through regular practice of specific drills and sparring. Contributed to the continuous improvement of individual and team skills through diligent commitment and rigorous discipline.

IT Training

January 2019–December 2019 • LTP Ambohidratrimo • Madagascar

Acquired fundamental skills in programming and web development, including proficiency in Python, Java, HTML, CSS, and JavaScript. Designed and implemented several application projects, demonstrating the ability to translate functional requirements into operational technical solutions. Used integrated development environments and version control systems to optimize project efficiency. Developed a structured approach to problem-solving and a rigorous approach to technical documentation.

Skills

Hard Skills: Bilingual Customer Support, Operations Management, Intercultural Communication, Process Optimization, Real Estate Market Analysis

Soft Skills: Proactivity, Adaptability, Problem Solving, Collaborative Leadership, Impactful Communication

Strengths: Experience working with English-speaking clients (United States, United Kingdom, Canada), Experience working in call centers / BPO

Degrees and Training

AE (Teaching Certification)

January 2021–December 2021 • MESSENGER English Club Hope

High School Diploma (Series D)

January 2018–December 2018 • Agora Christian High School

Junior High School Diploma

January 2015–December 2015 • Agora Christian High School

At a glance

Field of expertise

Customer service & administration

Experience

5 years of experience

Working languages

French · B2English · C1

Markets covered

SwitzerlandFranceBelgiumUnited KingdomUnited StatesCanada