ROVA Heriniharisoa
Mailing Customer Advisor
Antananarivo
Profil professionnel
Customer Support Specialist with over three years of experience delivering high-quality support for leading international companies, including Air France, KLM, and happn. Recognized for providing prompt, empathetic, and solution-focused assistance through email support while managing customer accounts, subscriptions, and technical inquiries. Proficient in Zendesk, Salesforce CRM, and customer support platforms, with a strong track record of resolving complex issues, collaborating with cross-functional teams, and consistently contributing to high customer satisfaction. Passionate about creating positive customer experiences and continuously improving both technical and communication skills.
Vue d'ensemble
3
3
years of post-secondary education
3
3
years of professional experience
Expérience
Customer Support Advisor
Happn
Outsourcia Madagascar
2025.12 - Current
- Responded to customer inquiries via email with professionalism, empathy, and timely support.
- Assisted customers with account, subscription, and technical issues, ensuring a smooth and positive user experience.
- Managed and resolved customer support tickets efficiently using Zendesk and the company's internal support platform.
- Collaborated with specialized internal teams by escalating complex technical issues and following up to ensure timely resolution.
- Consistently maintained high Customer Satisfaction (CSAT) scores while meeting the company's quality and performance standards.
Customer Service Advisor
Air France and KLM
Antananarivo
2022.05 - 2025.06
- Assisted international passengers with delayed, damaged, and lost baggage, providing empathetic and efficient support.
- Managed baggage claims and incident reports using Salesforce CRM while ensuring accuracy and timely follow-up.
- Communicated confidently in English and French to deliver exceptional customer service in a dynamic airport environment.
- Built trust with passengers by resolving complex issues efficiently and transforming difficult situations into positive service experiences.
English Teacher's Assistant
Me'zara Association
Ambohimanarina, Antananarivo
2023.01 - 2024.12
- Designed engaging lesson plans and customized learning materials to meet each student's needs.
- Helped students build confidence in speaking English while improving their conversational skills and English pronunciation.
Formation
BTS (advanced technician's certificate) - Auntomotive Mechanics
INSTITUT NATIONAL DE PROMOTION FORMATION
Ivato 2017.09 - 2020.09
Compétences
CRM & Customer Support Tools
- Zendesk
- Salesforce CRM
- Internal Support Platforms
Customer Support
- Email Support
- Ticket Management
- Customer Relationship Management (CRM)
- Conflict Resolution
- Customer Communication
- Customer Success
Office & Productivity
- Google Workspace
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
Language
Malgache
NATIVE LANGUAGE
English
Upper-intermediate
B2
French
Intermediate
B1
Informations complémentaires
- Language Learning
- Educational Technology
- Reading
Chronologie
Customer Support Advisor
Happn
2025.12 - Current
English Teacher's Assistant
Me'zara Association
2023.01 - 2024.12
Customer Service Advisor
Air France and KLM
2022.05 - 2025.06
BTS (advanced technician's certificate) - Auntomotive Mechanics
INSTITUT NATIONAL DE PROMOTION FORMATION
2017.09 - 2020.09