CONTACT
P: -
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NAVALONA SYLVIA
RAVELOJAONA
REPORTING MANAGER
ACCOMPLISHMENT
ABOUT
Trained professional dispatchers,
Built strong relationships
Developed an high-performing team
who achievesabove 95% KPIs in time
response and resolution
Made profits with a minimum 30%
margin
Been three times employee of the
month because of customer’s
satisfaction.
Got a project which I was a part of
the transition team
Company ISO certified with the
compliance team
I am a results-orientated and high-energy reporting manager with a talent for
leading by example and inspiring peak performance, resourceful and wellorganized with excellent leadership and team-building record.
PROFESSIONAL
SKILLS
Project Management
Team leadership and motivation
Team starter
Results oriented
Outstanding customer service
Customer Relationship
Management(CRM) software
Microsoft Office
Time Management
Budget Management
Detailed oriented
Ticketing system
Reporting
ISO accreditation
SEO
WORK EXPERIENCE
REPORTING MANAGER AND COMPLIANCE ANALYST
EXCIS MADAGASCAR | Apr 2018 - present
Make sure that each Service Delivery Manager sends their monthly progress
report and review before uploading them in the company Sharepoint and notify
the CEO and Global Service Delivery Manager
Making a daily, a weekly, a monthly report for each project that the company
handles from different ticketing tools and report back to the customers and
higher management
Examine statistical reports and other documents received from the global service
desk (KPIs,)
Monitor the production line and doing periodic Quality Control checks
Work with the Compliance team to prepare ISO audit (ISO 9001, 27001, 14001)
Maintain the ISO document policies are up to date and notify the document
owners when it is the time to review them.
Implement improvements to production processes that lead to overall increases
in product quality
Work together with project leaders to discuss solutions to quality issues to
comply with ISO accreditation requirements
Work with the HR department in finding the best and relevant portal jobs for a
specific country.
Post vacancies in the job boards
Verify if the Purchase Orders are up to date
Make sure that the billings are sent on time to the customers
Lead a group of 3 report analysts
PERSONAL SKILLS
PROJECT COORDINATOR/ TEAM LEADER (AN ACCOUNT ASSIGNED)
Creative spirit
Reliable and professional
Organized
Honest
Team player
Fast learner
Motivated
EXCIS MADAGASCAR | Jul 2015 - Apr 2018
COMPUTER SKILLS
Microsoft Office (Word, Excel,
Powerpoint, Outlook,Power BI...)
Ticketing System (SNOW, MANAGE
ENGINE, HPSM,..)
Communication (Zoom, Zoho, Skype
for business, Microsoft teams,Slack,
Xlite, Zoiper...)
Stockage (Sharepoint, OneDrive,
Dropbox,...)
Google suite, Smartsheet
LANGUAGES
English; Fluent
French: Near Native
Spanish: Basic
Malagasy; Mother Tongue
Manage the performance of the Service Desk team, ensure that all contractual
service levels are met
Responsible for the management, escalation and resolution of all incidents,
problems and service requests reported to the Service Desk which may involve
coordinating with other technical teams, and from external partners/suppliers.
Regularly review the effectiveness of the Service Desk and request fulfilment
performance, in line with agreed SLAs and KPIs by coaching and development of
the individual team members
Lead a group of 7 dispatch coordinators, dispatching the IT engineers worldwide
when the tickets were raised by our customers.
Manage the engineers planning(leaves and out of office jobs included)
Attend meetings with the customers and do a monthly report
Prepare the billing report and send to the customer
Make sure that the partners rates fit our budget
Onboard/offboard engineers
BILINGUAL ISP CUSTOMER SUPPORT
ADM VALUE MADAGASCAR | Jan 2014 - Jul 2015
Monitor customer satisfaction in all company products and services
Assist in problem solving and brainstorming solutions to existing concerns
Work with end users remotely via incident tracker, phone to resolve issues and
answer questions.
Help customers with complaints and questions about their subscription, give
customers information about the products and services.
WEB CONTENT CREATOR
VALUE DATA SERVICES | Apr 2012 - Jan 2014
Research on industry-related topics
Create various content types (videos, articles, infographics, product listings)
Utilize various digital publishing platforms to create structured drafts
Incorporate blog and social media posts in both websites and social media
platforms
Conduct keyword research and employ SEO best practices to optimize content
Analyze web traffic to measure the success of the content.
EDUCATION
ETEC FARAVOHITRA
BACHELOR DEGREE OFINTERNATIONAL TRADE, 2010
VALEDICTORIAN
ETEC FARAVOHITRA
ASSOCIATE DEGREE INCOMPUTERS MANAGEMENT 2009
BRIGHAM YOUNG UNIVERSITY IDAHO
PATHWAY CONNECT CERTIFIED 2019
YALI NETWORK ONLINE COURSE
CERTIFIED IN MANAGEMENT STRATEGIES FOR PEOPLE AND RESOURCES
