Alex Naets

Experience

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  Braun sprl

  Jan 1997 - Jan 2000

  Travel agency trainee
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  ITC

  Feb 2000 - Jul 2003

  Air tarification and ticketing

  AIR ticketing on Amadeus and AIR tarification, quotation of complicated itinerariesAirline/IATA/BSP relationsPartial account management for 3 customers

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  ISALT (High School Galilee)

  Sept 2000 - Jun 2006

  Teacher

  AIR Tarification and CRS teacherLeader IATA - UFTAA training seminars Leader CRS training seminars

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  EFPME

  Sept 2000 - Jun 2006

  Teacher

  AIR Tarification and CRS teacherLeader IATA - UFTAA training seminars Leader CRS training seminars

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  Navigant International

  Aug 2003 - Aug 2004

  Operational Efficiencies Specialist

  Determine, apply and maintain best processes and standards for Multinational customers

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  Navigant Belgium

  Sept 2004 - Aug 2006

  Operations Manager
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  BCD Travel

  Aug 2006 - Oct 2012

  As an Account Manager, I led operations for major international energy industry accounts at the EMEA level, ExxonMobil. I excelled as a key point of contact and liaison among BCD Travel and ExxonMobil in regards to strategic travel planning and coordination, cross-functional team leadership, and audit preparation and collaboration. I effectively led customer audits to improve profitability and reduce costs. I also improved customer quality rating by five points and improved productivity by five points, boosting the efficiency of ExxonMobil operations. I significantly contributed to a $60M ExxonMobil contract renewal with BCD Travel. Show less

  • Process Manager Operations

    Mar 2012 - Oct 2012

  • Account Manager Operations

    Aug 2006 - Mar 2012
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  Egencia

  Oct 2012 - Sept 2019

  Here, I was promoted to multiple Director positions in recognition of outstanding program and team leadership capabilities.As a Director of Service Delivery, I spearhead delivery organizations operating in France and the UK (2019 to Present) and France / Switzerland / Belgium / The Netherlands / Germany / Denmark / Norway / Sweden / Finland (2017 to 2018), including establishment of winning regional and global strategies, alignment of KPI with organizational goals across several contact centres, and development of a high-performing team. I collaborate with business partners to strategically forecast and plan operations, scale business operations, systematically reduce costs, improve delivery quality, conduct root cause analysis, and develop effective recovery plans.Several of my achievements in this role include:• Successfully remodeled management team to improve overall reliability of European operations and improve team ratios.• Realized significant improvements of T1B from 59% to 66% in Europe.• Created and stood up new global Marine, Offshore, and Energy support line.• Capitulated high quality scores across six countries, including T1B, T2B, and DSAT ratings.• Successfully led comprehensive office restructuring in Denmark, including closing two smaller offices to streamline enterprise operations. Show less As a Director of Customer Service, I led all aspects of Egencia Customer Service across Belgium, The Netherlands, Switzerland, and European partner operations throughout momentous growth period, including operations scaling and alignment with regional and overall operations goals. I ensured delivery of highest quality care commensurate with standards, policies, and best practices. I effectively scaled costs for Swiss operations through nearshore service and aligned with corporate goals. I led the improvement of operations standards from partner agency operations to conformance with organizational standards and goals. Show less

  • Service Delivery Director

    Jan 2017 - Sept 2019

  • Director Of Customer Service

    Mar 2014 - Dec 2016

  • Operations Manager

    Oct 2012 - Mar 2014
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  ALPICO, pilotage et conseils

  Sept 2019 - now

  Fondateur et gérant d'ALPICO, conseil en pilotage d'entreprise
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  BNI Annecy Influence

  Oct 2021 - Mar 2022

  Secrétaire trésorier
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  Time for the Planet

  Mar 2022 - now

  Associate
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  BNI Annecy Influence

  Feb 2023 - Oct 2023

  President
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  Réseau d'affaires Altitude

  Aug 2024 - now

  Secrétaire trésorier

  Altitude est le réseau d'affaires associatif du bassin annécien, qui vise à rassembler les chefs d'entreprises de tous secteurs, leur permettre de se rencontrer et de mieux se recommander. C'est aussi l'association qui porte les conférences désirées par ses membres, et qui permet à chaque entrepreneur de prendre en main son chiffre d'affaires et le développement de sa structure grâce à un panel de compétences à sa disposition.Altitude est le réseau d'affaires associatif du bassin annécien, qui vise à rassembler les chefs d'entreprises de tous secteurs, leur permettre de se rencontrer et de mieux se recommander. C'est aussi l'association qui porte les conférences désirées par ses membres, et qui permet à chaque entrepreneur de prendre en main son chiffre d'affaires et le développement de sa structure grâce à un panel de compétences à sa disposition. Show less