Experienced manager focused on Customer Experience, Communication, Compliance and Operational Efficiency to ensure good financial results, productivity and project success. With 30 years of experience in airline industry, I support the evolution of IT systems that ensure smooth booking, ticketing, loyalty and check-in online and offline transcactions and processes. My ability to develop strong relationships and fruitful synergies between the different entities of the company allows me to support major positive changes. I also ensure the development of my collaborators' skills so that they achieve their objectives within the set deadlines. Some of my recent achievements include:● Drafting, communicating and implementing reward ticket refund and after sales procedures following the COVID-19 crisis.● Writing and monitoring the IT development requirements needed for the sale and after-sales of Cash & Miles commercial tickets sold on the direct Air France and KLM digital channels.● Creation of after-sales procedures, design of training materials and supervision of training for the commercial sale of Cash & Miles revenue tickets.● Implementation of the sale of Cash & Miles commercial tickets on Air France KLM's direct digital sales channels and the creation of video material for internal communication.● Enrolment of loyal Flying Blue members when dealing with irregularities in the operation of their flights.● Implementation of the worldwide distribution of Flying Blue reward tickets on offline direct sales channels with an appropriate issuance fee policy.● Creation of Flying Blue anti-fraud procedures in compliance with GDPR rules and creation of an internal control tool for transactions on members' accounts.● Internal control: management of staff authorisations on Air France KLM IT tools.● Worldwide migration from the old Flying Blue IT tool "Osiris" to the new Flying Blue IT tool "Hachiko" for all Air France KLM's digital and offline sales channels● Implementation of home office in the Air France call centre based in Paris.● Design of support and training on the Altéa DC passenger check-in IT tool for supervisors in all Air France call centres.