François-Alexandre Léonard Email & Phone Number

Singapore

Singapore

Managing 5 teams:- Account Management: managing relationships with properties accross South East Asia (based in Jakarta, Bali, Kuala Lumpur, Bangkok, Ho Chi Minh City, New Delhi, Manila)- Operations: handling all back office tasks (based in Jakarta)- Partner Experience: supporting properties and guests (based in Jakarta, Bangkok, New Delhi, Ho Chi Minh City)- Pricing: defining pricing guidelines via data tests and collaborating with online travel agents to boost production (based in Kuala Lumpur)- Systems: Defining, setting up and maintaining internal tools (based in Jakarta)

Singapore

Class on venture capital and scaling startupsCourse code MGMT102 - Strategy

Paris Area, France

✓ Created, managed and scaled the Operations Department (Customer Service team from 0 to 25 agents, Customer Success team from 0 to 20 account managers, Customer Onboarding team from 0 to 20 launchers) → monthly churn under 0,5% and NPS above 40✓ Managed the call center service team for doctors with 30 agents in-house and 30 agents outsourced in France and overseas → from 0 to 1m€ annual recurring revenue in two years✓ Defined and implemented the call center partnership strategy, setting up a country-wide network of partners → 20% of monthly additional clients in France secured thanks to these partners✓ Improved and scaled main processes such as: negotiated partnership with Google My Business, co-created phone message system for Doctors, built internal performance tools, set up Salesforce and Zendesk, built client success scoring system, created self-help tools → contact ratio /2, appointments per doctor x2, number of managed doctors per Account Manager x2 ✓ Created and scaled the Customer Success team for hospitals from 0 to 10 Account Managers → no churn and constant improvement of KPIs such as new online patients, online bookings and no-shows and upsells✓ Created and scaled the Deployment team from 0 to 50 Project Managers → deployed over 200 hospitals including APHP (all Paris’ hospitals, Europe’s largest hospital group)✓ Led consulting projects to re organize hospitals on issues linked to appointment planning → for example significantly reduced unpaid appointments at APHP by better tracking admittance✓ Negotiated and co-built connectors between Doctolib and Hospital Information Systems (HIS) → Doctolib now linked with the majority of Hospital Information Systems in France

Paris

Homejoy was the leading online platform in the US and Europe which connected customers with home service providers✓ Created the team in France with 5 team members (focused on sourcing, press and local marketing)✓ Set up processes to recruit and retain cleaning professionals → 100 cleaning professionals hired and trained✓ Led marketing efforts including growth hacking techniques → 100 clients in 2 months with no online budget

Paris Area, France

✓ 10+ projects in France, Germany, Belgium and the UK among which: o Set up Lean initiatives at Banking and Manufacturing clients o Conducted an audit of the Sales Department of a leading chemical producer o Implemented a major cost saving program at a food services and facilities management company o Led a project to reduce inventories at a European aerospace manufacturer✓ Participated in a study on European investments for McKinsey’s research center (McKinsey Global Institute)✓ Built a McKinsey Excel toolbar and trained all new joiners in the Paris Office on advanced Excel modelling

Private equity fund specialized in Chinese investments in Europe (ex. set up the Club med – Fosun deal)✓ Identified potential acquisitions in the logistics sector✓ Created the institutional website✓ Led a study of Chinese investments in Europe that was published on the front page of Les Echos

✓ Raised 20.000 Euros to fund a project among sponsors✓ Directed video documentaries on biodiversity protection throughout the world✓ Communicated in schools and media (newspapers and Internet websites)

✓ Conducted a financial analysis on the company’s main suppliers ✓ Wrote a report on the impact of credit export policies on aircraft competitiveness✓ Used Italian on a daily basis

✓ Conducted quantitative analysis of HR scenarios✓ Designed and created an Excel-Access tool to price air-cargo shipments✓ Organized a week-long seminar on Lean Methods for 300 bank employees

✓ Administered Advanced Excel courses✓ Sold modeling softwares to companies - such as Crystal Ball, a Monte Carlo modeling tool✓ Managed a seven-person team to create a market-sizing model on Access for a large French IT company

✓ Directed several plays such as Oscar Wilde's The Ideal Husband✓ Managed a four-person team✓ Two Best Actor awards at student festivals (Paris and Cannes)

✓ Co-founded IS, the student club devoted to international students at HEC✓ Organized the welcome week for 250 students (exchange, AD and CEMS) in September 2007✓ Strived to get French students to meet their international counterparts

Allocation of on-site after sales team budget across the US. ($200,000)Automatization of reporting processes

Construction of a hospital and a schoolLessons to childrenWork in the fieldsPolitical debates with local authorities

Master, International Management

Master, International Management

Activities and Societies: Head of the CEMS Club Social Committee Fall semester in Bocconi, Milan Spring semester in HEC, Paris

Mandarin

Bachelor, Maths, Geopolitics, Languages

Baccalauréat Mention Très Bien, Mathematics, Science, Italien

Activities and Societies: Drama Club Special Italian-intensive program