Mes compétences :
Management
Communication
Organisation
Project Handling
Entreprises
BCD Travel
- Implementation / Project Manager
Paris2011 - maintenantMain tasks and responsibilities:
New clients Implementation (Saint-Gobain, Merck Group, NBC Universal, Universal Music Group, …)
o Confirm all necessary resources are assigned per the project scope
o Create and manage project plan and timelines
o Lead weekly conference calls (French and English) and distribute meeting notes within departmental guidelines
o Coordinate and follow-up client’s, third part suppliers and internal actions
o Collect of all client information / data
o Analyse and creation of the personalized and adapted solution aspects (process, technical, communication, ...)
o Validate suggested process solutions will meet the client’s expectations
o Organize test or pilot phase
o Organize and participate to client training sessions
o Help to create communication documents and change management
o Conduct hand-over to operations and Account Manager
o Control on the first days of operation & give feedback (client and internal)
o Lead post-Implementation / follow-up review
o Lead “Lesson learn” with internal teams involved in the project
Participation to Request For Proposals (redaction, preparation and defense)
Main KPI’s & achievement:
100% of projects started on time with expected quality level
Client and internal congratulations on Saint-Gobain’s implementation success
Hogg Robinson Group France
- Implementation / Project Manager
2008 - 2011Main tasks and responsibilities:
New clients Implementation (GDF, Novartis, Roche, Smiths Group, …)
Online tool Implementations and parameters (AeTM)
Participation to brainstorming, developments of new functionalities on Car and validation process on AeTM
Online training sessions for clients (AeTM)
E-Invoicing Implementations and parameters (BProcess)
Project Manager for the HRG E-Cards Solution (automation of Bill back payments for hotels)
Participation to Request For Proposals (redaction, preparation and defense)
Main KPI’s & achievement:
100% of projects started on time with expected quality level
25 AeTM clients’ sites built, updated or maintained
70% Online adoption rate on implemented clients
Electronic invoicing growth from 3% to 75% (savings: 200K€ / year)
HRG E-Cards solution was launched with much success (huge gain of productivity and payment cash flow)
Hogg Robinson Group France
- Suez HQ Implant Manager
2006 - 2008Main tasks and responsibilities:
Management team of 4 persons (Business Volume: 5.9 M€ / Year)
Handling requests only for V.I.P. Population
Missions for the Operational Direction (tutoring, market research, internal audits, non-invoiced service, up-sale process, …)
Main KPI’s & achievement:
Integration of 1.7M€ new volume (Lyonnaise des Eaux HQ) with equal staff
Management of a second implant (Degrémont HQ)
Global income raise (8.5%) after the audit lead on non-invoiced operations
Hogg Robinson Group France
- Outplant Manager
2004 - 2006Main tasks and responsibilities:
Management team of 8 persons (Business Volume: 8.7 M€ / Year)
Dealing with 5 countries: FR, DE, BE, NL, AT
Communication mostly in English
Restoring communication, trust and business relationship with the client
Update / improvement of operational tools used on a daily basis
Bookings for VIP Population
Communication mostly in English
Main KPI’s & achievement:
Agency productivity growth (12% first year, 8% second year)
Restore client confidence and improve HRG image for Lear travellers and managers
Reduce customer complain: -45% (’06 vs. ’04)
Improve payment cash flow (23%)
Boulogne-Billancourt2003 - 2004Main tasks and responsibilities:
Operational organisation Manager
Process improvement Manager for the agency
Tests and implementation of new technological internal products
Implementation of online booking tool
Training for the team on new products (12 persons)
Main KPI’s & achievement:
Agency productivity growth (17%) mainly due to new organisation
Reduction of payment terms / improvement of agency profitability (13%)
Implementation of CWT invoicing system
Amadeus new products used and mastered by the team
Carlson Wagonlit Travel
- Business Travel Agent then Team Leader
Boulogne-Billancourt2000 - 2003Main tasks and responsibilities:
Handle information, bookings, ticketing using Amadeus
Handle invoicing and ticketing refunds
Management of a team of 5 persons (April 2002 – May 2003)
Main KPI’s & achievement:
Implement new process to improve productivity and quality of request treatment
Re-establishment of a good working atmosphere within the team and with the client
University Al-Kafaât
- Tourism Department Manager
1998 - 2000Main tasks and responsibilities:
Creation, organization and structure of the department
Regular meetings with management and ministry to generate an official diploma
Pedagogical coordination
Creation of the teaching programs
Recruitment of professors and students.
Teaching: 18 hours per week (Tourism, Ticketing and Marketing)
Training of students to become Teacher assistant
Supervision of student stages at MEA Call Center
Creation of examinations (recognized by Lebanese government)
Main KPI’s & achievement:
Successfully launch department
All detailed programs and courses were transmitted to my successor
92% of success to the official exams
MEA recruited 50% of the students directly after their stage
Successful handover with local Manager
