Gaëtan Rambeloson

As an Operational Project Leader, I possess over a decade of experience in customer success, infrastructure setup, process optimization, and multichannel strategy across the telecom, e-commerce, and tech support sectors. My expertise lies in the integration of technical systems with human-centric leadership to deliver scalable solutions focused on retention.

At GetHumanCall, I spearheaded client onboarding and the design of internal infrastructure, implementing planning, archiving, and device regulation systems that enhanced retention rates and streamlined operational processes. I standardized cross-departmental workflows and introduced security protocols that elevated compliance levels and team efficiency.

My tenure with Project Alpha highlighted my capabilities in event planning and community engagement, overseeing national gaming tournaments with over 1500 participants and managing logistics and marketing for the launch of next-generation consoles.

In previous positions at Mi-kiry and VIVETIC, I managed comprehensive multichannel communication portfolios, encompassing voice, chat, ticketing, and live e-commerce support. I led a team of over 60 agents in round-the-clock operations, sustained SLA performance above 85%, and leveraged data-driven reporting to decrease absenteeism and enhance team cohesion.

My core competencies encompass:

Infrastructure & System Configuration: Proficient in Active Directory, workflow design, SOP creation, and Gantt chart documentation

• Process Design & Optimization: Skilled in KPI tracking, SLA management, milestone reporting, and continuous improvement methodologies
• Project Leadership: Experienced in strategic planning, resource allocation, risk mitigation, and client onboarding
• Team Management: Expertise in training, performance reviews, conflict resolution, and cross-functional collaboration
• Tools & Methodologies: Proficient in Asana, Trello, Jira; experienced in Agile and change management methodologies

I am fluent in French (native) and English (professional), certified in TestOut PC Pro and Pathway Connect, and recognized for my resilience, adaptability, and ability to transform complex challenges into streamlined solutions.

Whether you require a leader for operations, workflow optimization, or end-to-end client success management, I offer the experience, energy, and execution to deliver results.