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Gilles

CV Gilles A. Bussutil

gilles.bussutil@gmail.com

Résumé

Gilles' experience in various key executive roles in Customer Experience and Change management have helped companies build strong returns and elevate the standards of service delivery and overall experience.

His strong leadership and passion for people has inspired large and small organisations to achieve success, and has earned him recognition for his dedication to excellent customer service delivery (Award for "Best Dedication to Customers").

With a strong academic background in Executive education (HEC PARIS - Top 3 Executive MBA worldwide), he has gained an inside look to not only commit to the best, but help create next practices.

Following his American dream and after winning his US permanent residency (15 years of consecutive application), he is now ready to bring his global expert knowledge and federating leadership style to customer facing businesses and help them achieve unparalleled levels of Customer Experience.

Expériences professionnelles

Head of cabin services

Cobalt Air , Larnaca

De Juin 2017 à Février 2018

Leadership: innovative communication, development and monitoring of direct reports, CEO briefings
Customer Experience: Strategic vision and implementation, CRM
Product development: creation of bespoke Business Class product, digitalisation of services
Change Management: establishment of KPI, incentives, recognition program
Performance management: promotions, recognition, disciplinary, productivity
Strategic HR: reduction of churn, increase of employees engagement, manpower planning, recruitment, contract reviews
Revenue: measurable increase of onboard sales (+340%) and customer return
Costs: monitoring and reduction of fraud, suppliers contracts negotiation, audits
Complex operation: increase operational efficiency, regulatory compliance , cross departmental projects

Customer experience performance manager

Qatar Airways , Doha

De Octobre 2015 à Février 2017

Performance Management: productivity of 1000 Onboard Directors, KPI implementation, project owner recognition program creation
Internal Communication: creation of measurable and mobile communication mediums, introduction of social media policy
Customer Experience: customer feedback management, strategic alignment of customer touch-points' consistency
Complex global operation: worldwide mobile workforce management, operational excellence, regulatory compliance
Costs: reorganisation of department workflow, productivity improvements, waste reduction, LEAN
Revenue: measurable increase of onboard sales
Training: creation and delivery of leadership, management and engagement trainings

Performance manager

EasyJet France , Luton

De Avril 2013 à Octobre 2015

Strategic operational base management: leadership of 80 managers and 300 overall employee in local base
Customer Experience improvement: increase of CSAT (+31%), negotiations with airport authorities
Performance Improvements: KPIs, development, disciplinary, promotions, recruitments, productivity
Union negotiation: contracts, recruitment, processes improvements, Health and Safety committee
Supplier negotiation: local negotiation and implementation of local contracts, audits
Operational improvements: LEAN, operational efficiency improvements, negotiations with airport authorities
Team management: management of Customer and Sales Champion Team, and Line Trainers
Revenue: improvement by 40% of onboard sales
Public Relations: face of company for news articles and PR events (France and European level)

Customer and sales champion

EasyJet France , Luton

De Janvier 2011 à Octobre 2015

Change Management: influencing employees following business model change
Training design: creation of training materials such as “Customer Charter” motivational videos : https://vimeo.com/user17438655/videos)
Awards: “Customer Service Dedication 2013” and runner up “Best Cabin Crew of the Year 2013” (out of 6000 crew)

Parcours officiels

HEC – EMBA HEC

Langues

Anglais - Langue maternelle

Français - Langue maternelle

Compétences

Aviation
management
Airlines
Compagnies Aeriennes
Performance Management
Customer Experience
expérience client