Patrick Al Yacoub Email and Phone Number

Within the European Customer Care Strategy & Planning Team:- Supported the build of the Global Cloud Contact Centre program (GC3) in EU in alignment with the Global GC3 team- Lead the L&D and Communication workstream by Creating and Delivering country Super User Trainings and Communication packs- Lead the implementation of GC3 in France (+400 users)، Poland, Turkey- Since June 2023, took over the Product Owner role for the Customer Care Desktop (Salesforce) application working with a Scrum Team

- Lead FR L&D integration team members to develop and execute integration plan in line with integration objectives (from LNA to training delivery)- Lead the HR L&D Ground Operations integration project, including planning, execution, monitoring and evaluation- Team Leader for 4 ex-TNT Ops Trainers: manage planning, run feedback, coaching & development talks, monitor performance (weekly team calls…) --> assignment ended 1 December 2020

Learning & Development Ground Operations

The Integrator works alongside Field Engineers, the local integration team and station management to build one joint team with a unified culture, support implementation and sustain the base business while executing integration in waves of several weeks. The Integrator then rotates to another location to consistently roll out tools and methods.In this way the Integrator will be educated to drive change in the location and act as a change leader. The Integrator will assist the local teams through the transition to preserve customers experience and brand reputation, and drive productivity once stable service performance is achieved by leveraging standards, technology and subject matter experts for continuous improvements.Deployed FxT program in various stations in Spain, Netherlands, Italy, Portugal

- Being a local Change Leader through coaching on the job and innovative ideas, think outside of the box in order to come up with the best solutions within "Perfect Operations" program- Contribute on improving service quality and increasing productivity as part of the Processes & Programs department at TNT Head Office- Conduct high standard leadership meetings and workshops with local staff and/or Country Management- Train local team in Perfect Operations processes and management practices- Support the local team to jointly improve service quality (reducing failures by at least 50%), increase productivity (by 6-10%) and meet cost budgets

Lead, motivate and empower the staff (17 employees managed) through effective & open communication, leadership, regular performance feedback and teambuilding in order to maximise customer satisfaction, employee satisfaction and team productivity

- Staff Mentoring (8 representatives’ team): Be a central point of knowledge in the Dedicated Customer Service Team (assist new staff in the application of knowledge and skills, support mentoring and coaching staff on Customer Relationship Management skills and activities…)- Team Leading : Support and back up Care Center Dedicated Manager in day to day activities (ensuring staff schedules are followed, communicate daily service issues to the team by proactively exchanging information with relevant departments and Sales, identify and report any potential customer loss…)

- Manage major customers’ international shipments (Imports / Exports)- Advise them with the best transport solutions to optimize transit times- Adopt a proactive reaction in case of delays and anticipate with recovery actions- Provide quality reports- Develop business by exceeding customers’ expectations

- Carried out export / import operations and find the best logistic solutions- Participated to the launching of a high end product on the French market- Managed relations with foreign suppliers (French and Spanish): order processing, commercial offers…)- Negotiated payment and delivery conditions with the suppliers- Find new markets especially in the Middle East- Translated commercial offers and price lists

- Customs clearing of the goods (export / import)- Transport quotations- Logistic organization analysis