Nirina Hariniaina An Ranaivoson

Customer relations professional with more than 6 years of progressive experience in the international contact center and BPO environment, I offer my services as an independent service provider (holder of a Mauritian BRN). My career has allowed me to manage customer relations for major clients, including the world leader in e-commerce and a European telecommunications giant.
Former Quality Supervisor and Team Manager, I don't just deal with tickets: I have a perfect command of respecting performance indicators (KPIs), optimizing flows and strictly respecting procedural charters.
🛠️ My areas of intervention:
• Omnichannel Customer Support (B2C & B2B): Smooth live chat management, rigorous email handling and professional incoming/outgoing call management.
• Quality Assurance & Level 2 Support: Interaction analysis, complex claims handling, dispute de-escalation procedures and billing disputes.
• Prospecting & Sales: Qualification of files, processing of objections and making of qualified appointments.
• Operational Bilingualism: Ability to switch instantly from French to English, both written and spoken.
💻 Technical environment & Tools:
• CRM & Systems: Advanced proficiency in Zendesk, Salesforce, Gorgias, Intercom and HubSpot.
• Home Office infrastructure: Dedicated and 100% silent workspace, high-speed fiber optic Internet connection (mobile internet redundancy available), high-performance computer and professional headset.
🕒 Flexibility & Availability:
Based on the GMT+4 time zone, I have excellent geographical flexibility to cover your European and Canadian time slots (evening extensions, weekends or peak day).
Working with me is the assurance of integrating a reliable partner, administratively in good standing for immediate invoicing, and fully invested in the satisfaction of your users. Let's discuss your needs today!