Jonathan Germain Onelson
@jonathangermainonels
I improve customer outcomes across chat, email, phone, and client success.
MadagascarWhat I'm looking for
I'm currently leading client onboarding, health monitoring, renewals, and QBR/EBR conversations at Captivea Madagascar, helping clients realize value from their first weeks.
Previously, I managed real-time customer support through Intercom, handling two to three simultaneous conversations with response times under 30 seconds. I maintained FCR above 70% and CSAT between 75% and 90%, while resolving conflicts with empathy and composure.
At Konecta Madagascar, I progressed from Customer Advisor to Team Leader and Operations & Quality Manager. I improved compliance success from 87% to 98.5% and helped an underperforming team reach 85% CSAT within four weeks through process optimization and coaching.
I bring multichannel support experience across chat, email, and phone, with fluent English and French and native Malagasy.
Experience
Work history, roles, and key accomplishments
Customer Success & Reference Manager
Captivea Madagascar
May 2026 - Present (3 months)
Led client onboarding from sales handoff to launch, accelerating time-to-value. Monitored client health metrics to anticipate churn, secured contract renewals, and conducted QBR/EBR reviews.
Customer Support Specialist
Freelance
Nov 2025 - May 2026 (6 months)
Managed real-time customer relations on Intercom, handling multiple simultaneous conversations with an average response time under 30 seconds. Achieved high FCR and CSAT rates while defusing conflicts with empathy.
Customer Advisor
Konecta Madagascar
Feb 2024 - Nov 2025 (1 year 9 months)
Drove operational performance and improved compliance success rate from 87% to 98.5%. Managed multichannel customer tickets and escalated complex cases as needed.
Team Leader
Konecta Madagascar
Feb 2024 - Nov 2025 (1 year 9 months)
Coached an underperforming team, raising CSAT to 85% within 4 weeks through process optimization. Managed multichannel customer tickets and escalated complex cases as needed.
Operations & Quality Manager
Konecta Madagascar
Feb 2024 - Nov 2025 (1 year 9 months)
Drove operational performance and improved compliance success rate from 87% to 98.5%. Managed multichannel customer tickets and escalated complex cases as needed.
Education
Degrees, certifications, and relevant coursework
ITTI International TESOL Training Institute
Certificate, English
Grade: C2
Earned a C2 English Certificate, demonstrating professional-level English proficiency.
Tech stack
Software and tools used professionally
Availability
Location
MadagascarAuthorized to work in
Job categories
Skills
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