Valérie RANDRIANARISON
Antananarivo, Madagascar
Valérie RANDRIANARISON
Communication & customer support assistant at distan
Category : Communication
I support you in your communication and daily management activities, remotely
✔ Replies to emails and incoming messages
✔ Customer chat management and social media messaging
✔ Follow-up of requests and reminders
✔ Professional tone and respect for your brand image
Experience in customer relations and written communication, I represent your company with seriousness and empathy.
Tools mastered: Excel, Google Sheets, CRM, Zendesk, Slack, etc.
Languages: French (fluent), English (notion)
Customer relations and call center experience for more than 10 years
✔ Replies to emails and incoming messages
✔ Customer chat management and social media messaging
✔ Follow-up of requests and reminders
✔ Professional tone and respect for your brand image
Experience in customer relations and written communication, I represent your company with seriousness and empathy.
Tools mastered: Excel, Google Sheets, CRM, Zendesk, Slack, etc.
Languages: French (fluent), English (notion)
Customer relations and call center experience for more than 10 years
Working hours
- Monday:08h00 To 18h00
- Tuesday:08h00 To 18h00
- Wednesday:08h00 To 18h00
- Thursday:08h00 To 18h00
- Friday:08h00 To 18h00
- Saturday:Not available
- Sunday:Not available
Define overall objectives (quality, productivity, profitability, SLA)
Deploying the platform's operational strategy
Track and analyze strategic KPIs
Arbitrating priorities and making structuring decisions
Manage team leaders and operational managers
Ensuring managerial consistency at all levels
Evaluating the performance of managers
Managing sensitive situations (crises, major escalations)
Anticipating staffing and skills needs
Reduce turnover and improve team engagement
Be the main contact for customers and partners
Participate in steering committees
Validate strategic reporting
Ensuring compliance with contractual commitments
Define and evolve operational processes
Oversee overall quality and compliance
Manage transformation projects (tools, organization, methods)
Ensuring the maturity of the plateau
Deploying the platform's operational strategy
Track and analyze strategic KPIs
Arbitrating priorities and making structuring decisions
Manage team leaders and operational managers
Ensuring managerial consistency at all levels
Evaluating the performance of managers
Managing sensitive situations (crises, major escalations)
Anticipating staffing and skills needs
Reduce turnover and improve team engagement
Be the main contact for customers and partners
Participate in steering committees
Validate strategic reporting
Ensuring compliance with contractual commitments
Define and evolve operational processes
Oversee overall quality and compliance
Manage transformation projects (tools, organization, methods)
Ensuring the maturity of the plateau
Supervise and support supervisors in their missions
Set operational objectives and monitor their achievement
Ensure managerial consistency and the application of standards
Manage complex situations (conflicts, escalations, incidents)
Manage global KPIs (quality, productivity, SLA, conversion rate, absenteeism, turnover)
Analyze the results and implement action plans
Guaranteeing quality of service and continuous improvement
Validate team assignment and organization decisions
Oversee the schedules and capacity of the set
Coordinate campaign or project launches
Ensure the interface with customers, partners and internal departments
Validate operational and strategic reporting
Contribute to the training of supervisors and agents
Identify skills development needs
Set operational objectives and monitor their achievement
Ensure managerial consistency and the application of standards
Manage complex situations (conflicts, escalations, incidents)
Manage global KPIs (quality, productivity, SLA, conversion rate, absenteeism, turnover)
Analyze the results and implement action plans
Guaranteeing quality of service and continuous improvement
Validate team assignment and organization decisions
Oversee the schedules and capacity of the set
Coordinate campaign or project launches
Ensure the interface with customers, partners and internal departments
Validate operational and strategic reporting
Contribute to the training of supervisors and agents
Identify skills development needs
Supervise, lead and motivate a team of agents
Monitor performance indicators (KPIs: quality, productivity, dropout rate, DMT, conversion rate, etc.)
Listen to and analyze calls (quality listening, double listening) and processing
Carry out individual and group coaching
Ensure compliance with procedures and quality standards
Manage schedules, absences and assignments
Ensure daily and weekly reporting
Be the interface between agents, management and customers
Participate in the integration and training of new agents
Monitor performance indicators (KPIs: quality, productivity, dropout rate, DMT, conversion rate, etc.)
Listen to and analyze calls (quality listening, double listening) and processing
Carry out individual and group coaching
Ensure compliance with procedures and quality standards
Manage schedules, absences and assignments
Ensure daily and weekly reporting
Be the interface between agents, management and customers
Participate in the integration and training of new agents
Receiving calls
Verification of the compliance of tenant documents
Processing of emails - tickets - customer chat
Making calls: prospecting - making appointments - sales
KYC Verification – KYB
Verification of the compliance of tenant documents
Processing of emails - tickets - customer chat
Making calls: prospecting - making appointments - sales
KYC Verification – KYB
Bachelor's degree in Management and Business
- 🇬🇧 English
- 🇫🇷 French
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