Alex Herbil Email & Phone Number

Lisbon, Portugal

Transfer to the Lisbon office, no change in responsibilities. Remotely managing the Customer Support team in Manila

National Capital Region, Philippines

Responsible for the creation of the Customer Support team in Rydoo's Manila office: - Shift from CSM to Customer Support- Establish and oversee the adoption of Rydoo's customer support vision- Recruit and train new team members- Creation of new processes and workflows (answer bot, support automation, introduction to AI support)- Creation of a new OKR scheme from scratchProcess improvement:- Initiate and conduct the migration from Intercom to Zendesk Support & Messaging - Zendesk admin, responsible for the Zendesk workflows and continuous improvement- Responsible for the migration from standard answer bot to AI powered bot- Manage and improve the internal help center (Zendesk Guide), to empower AI tools and maximize ticket deflection- Create and maintain internal documentation for knowledge and training purposeData-driven reporting & analytics: - Maintenance of internal dashboards related to support operations- Monitor support KPIs- Adjust team OKRs periodically to encourage best practices- Provide regular reporting to the higher management- Share relevant insights and support challenges with other departmentsTeam Management: - Monitoring of support operations- Promote Rydoo's support best practices- Team and individual data-driven performance follow-up- Individual coaching and career path- Handling of escalations

National Capital Region, Philippines

- Leading a team of 4 Customer Success Managers- Responsible for client onboardings, retention and success- Responsible for team OKRs in terms of onboarding, retention, support and CRM

Ncr - National Capital Region, Philippines

In charge of the establishment and partnerships of Amaris' operations in the Philippines.Responsibilities :- Business Development & Account Management : establish and expand Amaris' activities and portfolio across the Philippines- Technical Recruitment & Team Management : build and manage teams of high level IT professionals.- Finance : Manage the P&L for Amaris' operations in the Philippines.Amaris is an independent, international Technologies and Management Consulting Group. Created in 2007 in Geneva, Switzerland, Amaris is already established in over 50 countries and supports more than 750 clients worldwide throughout their project's lifecycle. With more than 65 offices across the world, the Group offers proximity support to its clients in all their locations and many opportunities of international careers for employees. In 2018, Amaris aims to reach a turnover of $300 million, 5000 employees and to develop its workforces with the anticipation of a further 2000 new job openings all over the world.

Paris Area, France

BtoB client relationship & operational management:- Contributed actively to clients meetings and give insights about market, stocks, strategy- Created tools to follow up on business operations, provided recommandations and corrective actions- Built reportings about the operations to the top management of the divisionSales Analysis, forecast & business intelligence:- Executed sales analysis (sell-in and sell out), follow up KPIs, stocks, performance of strategic operations and suggest efficiency improvements - Forecast buying groups’ sales in collaboration with the Key Account Managers- Monitored internal operations related to the strategy (budgets, price validation, orders…)

Paris Area, France

Market analysis:- Monitored and analyzed TV/AV market KPIs and environment in a weekly/monthly basis through Excel reportings, using GFK market panels and internal data- Improved reporting efficiency and automated datamining across Excel macros and pivot tables - Created a new weekly report in order to improve market intelligence and knowledge- Conducted product benchmarks, follow up of marketing operations and promotionsLoans & partnerships management:- Managed TV/AV product loans to partners/clients (exhibitions, showrooms…), in permanent interaction with internal and outsourced partners, sales, marketing and logistics teams

Singapore

Business Development: - Ensured mapping and market analysis for South-East Asia and India.- Developed business for the South-East Asia and India regions, prospected new clients, cold calls, sales pitches, meetings, while adapting to the clients’ needsRecruitment (IT Sales & Marketing, Manager/Director level):- Recruited for Manager and Director levels for IT Sales and Marketing roles; conducted global sourcing, interviewed and selected candidates worldwideRecruitment area : Singapore, India, Malaysia, Indonesia, Australia, Qatar, Germany, UK, South-Africa, Nigeria, USA.

Clermont-Ferrand Area, France

Portfolio Management: - Created and managed financial portfolios- Provided patrimonial analysis (income, taxes, assets, real estate).Asset Management:- Created benchmarks and analysis tools on Microsoft Excel: bonds, equities, income/growth/balanced funds.- Analyzed assets of variable life insurances and reporting in order to prepare asset allocation plans for customers.- Assisted on the decisions making with regards to the market situation and customer's risk profile.Sales:- Created sales pitches (Financial and Real Estate products).- Arranged and attended appointments with clients- Assisted in the deal closing

Master'S Degree, Programme Grande Ecole

Activities and Societies: Escape Association (Extreme Sports): Contributed to organize special events for students, related to extreme.

Exchange Program, International Business

Exchange Program at NMIMS through NEOMA Business School's Master's Program. Courses : MBA Program.

Bachelor'S Degree, Economics And Management

Activities and Societies: FJEP La Plaine : Guitarist - Club Gorinkan : Karaté - ASM - Tennis Courses: International Marketing, Corporate.