Bert Loos Email & Phone Number

Belgium

Antwerp

Responsible to support Central Ticketing and Support Services EMEA (CTSS) on day to day operations as a liaison between the CTSS centres in Utrecht (NL) and Bangalore (IN). Role: Deploy CTSS processes, drive performance, meet and manage KPI’s, assess business opportunities and create effective operational solutions.

Antwerpen Und Umgebung, Belgien

Lead transition of the consolidation between the fulfilment centres of France, BeLux and the Netherlands into the EMEA Central Ticketing and Support Services Centre. (CTSS)CTSS operations for EMEA are handled out of Utrecht (NL) and Bangalore (IN)Role: Implementation and transition of current processes from the office in Utrecht to the office in India to ensure smooth operations in both locations.

Antwerp

After the succesful implementation of the Customer Care Team, I moved to the backoffic environment, as I became head of the Central Fulfilment Centre (CFC) in Antwerp. This team of 15 people handled all air and rail ticketing as well as all client invoicing for business customers in BeLux. In 2012 I played a central role in the alignment of the backoffice centres of Paris and Antwerp, which expanded our customer base into the French market.

In order to ensure the increasing needs of our customers, I was asked to take the lead in the setup of a Belgian Customer Care Team. The responsibilities of the Team were to follow up on all customer complaints, provide accurate reporting and establish a structural quality improvement process. After a setup and rollout period of 2 years, the team was fully operational to serve all BeLux customers.In the following years we improved customer services and internal processes and we established a trustworthy name amongst our customers.

Step in from B2C to B2B in different roles.Role: Compose suitable business travel packages including transportation and accomodation booking, in a a Multinational Service Centre. (Front Office). Role: Ticketing & Administration agent. (Back Office) Issuing flight and rail tickets, issue and ship client invoices. Role: Customer Care Agent, 2 years. (After Sale services) Assist customers with after sales questions and complaints. Negotiate with suppliers on behalf of the customers to settle disputes correctly.

Select travel packages for leisure entertainment.Provide full packaging service to walk in customers from the leisure travel centre. Ensure correct handling of reservations and final ticketing.