CIS User
@cisuser
Customer Service Supervisor with experience at KONECTA Madagascar who cut average resolution time by 22% through process improvements.
MadagascarWhat I'm looking for
At NCM Company, I directed quality assurance audits and inspection protocols across technical and operational teams. I analyzed quality metric reports and led improvement workshops to maintain 98%+ CSAT compliance.
At KONECTA Madagascar, I supervised daily customer service operations, shift schedules, and workload distribution. I reduced average resolution time by 22% through process streamlining and standard operating procedure updates.
At SUCCESS MDG, I managed contact center floor activities, live call monitoring, and SLA adherence. I also delivered onboarding modules that improved agent productivity by 30%, and I’m seeking supervisory customer operations roles in Canada.
Experience
Work history, roles, and key accomplishments
Quality Assurance Officer & Supervisor Assistant
NCM Company
Jan 2025 - Nov 2025 (10 months)
Directed quality assurance audits and inspection protocols across technical and operational teams. Analyzed quality metric reports and led continuous improvement workshops to maintain 98%+ CSAT compliance.
Customer Service Supervisor
KONECTA Madagascar
Mar 2024 - Jul 2024 (4 months)
Supervised daily customer service operations, shift schedules, and workload distribution for multi-channel support. Reduced average resolution time by 22% through process streamlining and SOP updates.
Contact Center Supervisor
SUCCESS MDG
Jan 2023 - Oct 2023 (9 months)
Managed contact center floor activities, live call monitoring, and SLA adherence across ticket queues. Executed structured onboarding modules, improving agent productivity by 30% and conducting weekly 1-on-1 coaching.
Appointment Setting Specialist
ABL Outsourcing
Feb 2022 - Nov 2022 (9 months)
Designed custom outsourcing strategies, coordinated client onboarding, and facilitated CRM best practice training.
Telemarketing & Lead Generation Specialist
LINKEO Madagascar
Apr 2021 - Nov 2021 (7 months)
Executed outbound client acquisition strategies, leveraged CRM tools for pipeline tracking, and optimized sales scripts.
Team Leader - Customer Service
GASY MEKETRIKA ONLINE
Feb 2019 - Jan 2021 (1 year 11 months)
Led a team of 15 customer service representatives to consistently exceed monthly quality and productivity metrics.
Education
Degrees, certifications, and relevant coursework
University of Antananarivo
Master of Science, Business Management
Master of Science in Business Management from the University of Antananarivo, completed in 2025.
University of Antananarivo
Bachelor of Arts, History & Geography
Bachelor of Arts in History and Geography from the University of Antananarivo, completed in 2022.
Udemy
Customer Service Management Certificate, Customer Service Management
Customer Service Management Certificate from Udemy Professional Certification, completed in 2019.
ABC School
C1 Advanced English Language & Literature Certificate, English Language and Literature
C1 Advanced English Language and Literature Certificate from ABC School, completed in 2018.
Tech stack
Software and tools used professionally
Availability
Location
MadagascarAuthorized to work in
Salary expectations
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