French : Mother tongue
English : Fluent, graduated from the Cambridge certificate, TOIEC 960/980
German : Conventional
Portuguese : Beginner
Office Pack, Power BI, Salesforce, Air France KLM legacies, DNA, CRM tools
Decision maker, Communicator, Strategic thinker, Lucide, Social, Adventurous, Organized, Empathetic
Experience
Bluelink
Jan 2020 – Jul 2022
Prague
Team Leader - Air France KLM Cargo
People Management :
• Following daily administrative needs and tasks
• Leading meetings, team buildings
• Hiring, training, coaching, developing team
• Setting goals and providing guidance
• Monitor team performance
• Conflict resolution and crisis management
• Working in close cooperation with multiple departments
within the company and AFKL
• Growing from 15 team members to 55
• Onboarded 3 new Team Leaders and 1 Trainer Specialist
Project Management :
• Responsible for overseeing all 5 products within the Cargo department
• Implementation of 24/7 Covid Vaccines dedicated team
• Extended an other team to reach 24/7 activity
• 3 new markets and 6 extensions added since the 2020
portfolio, adding along new processes
• Implementation of IT tools, Zendesk CRM tool AFKL tools
• Creating CSR challenge within the company
Service management :
• Entry contact points of clients
• Steering committees and presenting results to the clients
• Ensuring and developing service improvement in close
cooperation with the clients, Service manager and Unit
leader
• Maintaining high KPIs and SLAs
• Monitor issues and complains
