I am a customer service and quality assurance professional with experience supervising contact center operations, leading teams, and improving service delivery. I focus on customer satisfaction, efficient workflows, and consistent operational standards.
I have managed daily customer support activities, handled escalated cases, and coached team members in communication, conflict resolution, and customer resolution techniques. I enjoy building productive teams through structured training and mentorship.
My quality assurance experience includes conducting inspections, supporting testing protocols, documenting results, and resolving quality issues. I am comfortable working with performance metrics, audit reporting, and quality management processes.
I have also worked in appointment setting, telemarketing, and lead generation, where I developed targeted outreach strategies, researched markets, and managed client engagement through CRM systems. These roles strengthened my commercial communication and process coordination skills.
I hold a Master of Science in Business Management and am available immediately for full-time work. I am seeking an opportunity where I can contribute my customer service leadership, training, quality assurance, and continuous improvement capabilities.
Conducted product quality inspections to verify compliance with industry standards and internal requirements. Documented inspection results and maintained accurate records to support audit readiness.
Assisted with developing and implementing testing protocols for new products. Collaborated with team members to identify quality issues and support effective corrective actions.
Supervised daily customer service operations, ensuring high-quality support, efficient workflow management, and adherence to service standards. Managed escalated customer cases and delivered effective resolutions.
Trained and mentored team members on customer resolution techniques and product knowledge. Implemented process improvements to improve response times and customer satisfaction ratings.
Supervised contact center operations to ensure consistent, high-quality customer service delivery. Monitored performance metrics, identified areas for improvement, and implemented corrective actions.
Trained and mentored team members in communication and conflict-resolution techniques. Developed training materials covering product knowledge and service protocols.
Analyzed client requirements and helped develop tailored outsourcing solutions to improve operational efficiency and service delivery. Managed project timelines and deliverables while maintaining quality standards.
Collaborated with cross-functional teams to streamline processes and facilitated training sessions for new team members. Supported a culture of continuous improvement and knowledge sharing.
Developed targeted lead generation strategies to support client acquisition efforts. Conducted market research to identify prospective clients and relevant industry trends.
Used CRM systems to track leads and monitor engagement. Worked with marketing teams to align outreach campaigns with lead generation objectives.
Led a team of 15 employees to achieve project milestones and improve operational efficiency. Established performance metrics to assess team output and guide continuous improvement efforts.
Developed training programs for new hires to strengthen onboarding and productivity. Facilitated cross-departmental collaboration to streamline workflows and improve communication.
Master of Science, Business Management
Master of Science in Business Management completed at Ankatso University of Antananarivo.
Bachelor of Arts, History and Geography
Bachelor of Arts in History and Geography completed at Ankatso University of Antananarivo.
Certificate, Customer Service Management
Customer Service Management Certificate completed online.
C1 Certificate, English Language and Literature
C1 English Language and Literature qualification completed at ABC School.
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