Soaiangotiana Nathanaëlle Rakotomalala
@nathanaelle
Je gère efficacement le soutien administratif et le service client multicanal à fort volume.
MadagascarWhat I'm looking for
Je gère le soutien administratif, le back-office et le service client multicanal depuis plus de 9 ans. Chez Skiillz, je coordonne plusieurs dossiers, prépare et publie des contenus pour des centres d’appels, et contrôle 10 à 15 documents par demande.
Chez ADM Value, OceanCall, Vivetic et INNOSERV, j’ai traité courriels, chats, appels, dossiers et réclamations dans des environnements exigeants. J’ai aussi suivi une équipe de 10 agents, traité jusqu’à 80 dossiers logistiques par jour et orienté en moyenne 7 demandes complexes par heure.
Experience
Work history, roles, and key accomplishments
Ingénieur Pédagogique
Skiillz
Nov 2022 - Present (3 years 10 months)
Managed multiple projects simultaneously, prepared and published training content for call centers, and verified and improved content before distribution.
Coach de Production
ADM Value Alarobia
Apr 2021 - Oct 2022 (1 year 6 months)
Monitored daily performance and productivity of a team of 10 agents, led briefings, and coordinated with other departments.
Agent Mailer
ADM Value Alarobia
Nov 2020 - Apr 2021 (5 months)
Processed client emails and chats, handling an average of 7 complex requests per hour, and analyzed and routed requests to appropriate departments.
Agent Back-Office
OceanCall Madagascar
May 2019 - Nov 2020 (1 year 6 months)
Processed parcel tracking emails for a logistics partner (Chronopost), handling 80 cases per day, and coordinated with logistics teams.
Téléopératrice
INNOSERV Group
Oct 2018 - Apr 2019 (6 months)
Made outbound calls and qualified leads in the real estate sector.
Téléconseillère
Vivetic Group
Apr 2016 - May 2018 (2 years 1 month)
Managed calls, emails, and chats for multiple accounts including Marie Claire and Deliveroo, handling subscriptions, orders, and complaints.
Stagiaire, Ressources Humaines
Cottonline S.A.
Oct 2013 - Dec 2013 (2 months)
Assisted with filing, updating, and tracking personnel files, and prepared contracts.
Education
Degrees, certifications, and relevant coursework
CCIFM
Formation en Management d'équipe, Management
Completed a training program in team management in 2022.
CNTEMAD
Master I, Communication des Organisations
Earned a Master I in Communication of Organizations in 2020.
CNTEMAD
Licence, Communication des Organisations
Earned a Licence in Communication of Organizations in 2019.
Alliance Française
DELF B2, French Language
Achieved DELF B2 certification in French in 2012.
Lycée André Resampa Antsirabe
Baccalauréat Série A1, General Studies
Completed the Baccalauréat Série A1 in 2011.
Tech stack
Software and tools used professionally
Availability
Location
MadagascarAuthorized to work in
Salary expectations
Job categories
Skills
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