Reena NARROO

• Lead a hybrid customer relations team in Mauritius and Madagascar, monitoring performance, KPIs and service delivery.

• Manage relationships with a portfolio of corporate clients in Mauritius and France, ensuring high standards of service and client satisfaction.

• Conduct annual meetings with key French clients (IRFAF, ACM Habitat, ASP, CHI EPSM, CACEIS, Groupama Gan Vie, Uptevia, Valophis, Canon, AG2R La Mondiale, Mondial Relay, ITM Alimentaire) to review training outcomes and future development plans.

• Coordinate training programmes for Mauritian corporate clients including Outremer Telecom, Yourbo, L’Artisien and Linkeo.

• Support clients with HRDC procedures and liaise with MQA for programme approvals and trainer validation.

• Contribute to business development, including upselling, cross-selling, new client projects and support to public tenders (Appels d’Offres).

• Manage B2B and CPF training projects and collective training initiatives with AKTO, OCAPIAT and OPCO Mobilités.

• Conduct recruitment interviews, support onboarding and training of new team members, and participate in performance appraisals.

• Develop internal procedures and monitor regulatory developments related to Qualiopi certification.

• Maintain partnerships with training providers such as M2i and Mandarine Academy.

• SaaS Platforms & Digital Learning Ecosystems: Salesforce, HubSpot, Percipio, Aimigo, Mandarine Academy, MyLearnPerfect, Altissia, Lingua Attack.

• Supported the Customer Relations Manager in overseeing daily team activities and acted as point of contact during the manager’s absence, ensuring continuity of operations.

• Coordinated daily workflow for customer service and billing teams, ensuring timely completion of tasks aligned with organisational standards.

• Defined and monitored team objectives and KPIs, supporting the achievement of operational targets and service quality standards.

• Delegated tasks, organised team priorities and monitored project timelines and deliverables.

• Participated in recruitment processes, onboarding and training of new team members.

• Supported the development of team performance strategies, encouraging adherence to internal procedures and organisational objectives.

• Guided team members, resolved operational issues, and monitored work quality to ensure compliance with internal guidelines and service standards.

• Addressed client queries, managed complaints, and ensured effective resolution of issues to maintain high customer service levels.

• Supervised and validated invoicing processes, ensuring accuracy and timely follow-up.

• Coordinated and implemented training programmes (visio, e-learning and face-to-face) in foreign languages, office automation and IT for corporate clients in Mauritius and France.

• Managed training projects for organisations including Somags, Rogers, Bluelife, Bartrac Equipment, Mautourco, Ceridian, Total Mauritius, as well as French professional organisations such as Groupe Crédit Agricole, GIE ISS Service, Asfosar, IRFAF and L’Oréal.

• Administered and supported e-learning platforms such as Altissia, English Attack, Gymglish, Orthodidacte and Percipio, including user activation and learner follow-up.

• Delivered training sessions and demonstrations for managers on e-learning platforms and presented training solutions through virtual classrooms (WebEx, GoToMeeting, Adobe Connect, 3CX, Teams).

• Managed the activation and follow-up of professional certifications, including TOEIC, Linguaskill, Bright, TOSA, PCIE, Leveltel, Le Robert, Goethe Test, ESPro Bulats and TOEFL iBT.

• Scheduled and coordinated trainers’ planning and training sessions, ensuring smooth organisation of programmes and availability of resources.

• Maintained daily interactions with training managers, regulatory bodies and funding organisations including OPCO France and HRDC / MQA.

• Provided technical and operational support to learners and clients using e-learning platforms and online examinations.

• Managed administrative follow-up of training activities, including email communication, client support and monthly billing coordination.

• Contributed to development of training programmes and learning materials, including audio recording and translation, ensuring accessibility and clarity of course content.

• Delivered technical customer support for telephony systems, resolving issues and enhancing user experience while aiding in internal procedures and training newcomers.