ROBERT FLORENCE

Based in Hong Kong Office: +852-****-****

French Nationality Mobile:+852-****-****

Born on 07/29/74 Single E mail: abhqzx@r.postjobfree.com

PROFESSIONNAL EXPERIENCE

Since January 2011 AMERICAN EXPRESS – JAPA GBP Business travel Hong Kong

Regional Client Servicing Manager BTO (Outsourced Travel Manager) JAPA

The Client Services Manager is focused on travel program management, client satisfaction, and retention of both the travel and

meetings program for a single client. Role is to develop a sophisticated ability to synthesize client needs, identify innovative

solutions, get buy in from the board, and implement and maintain these solutions on an ongoing management basis. The position

also requires a strong understanding of the external market, and a strong ability to influence the client organization to meet

objectives.

•Execute strategic account plans for travel and meetings, focused on identifying transformational business opportunities, drive

savings, and optimize service performance through process and data analysis.

•Provide guidance in the assessment of goals and strategies in order to optimize service delivery performance across the Travel

program.

• Lead business planning, quarterly and annual reviews, pricing strategies, develop and deliver reporting/statistics.

•Possess an in depth understanding of key business drivers, organizational culture. Must be able to understand traveler and travel

arranger needs, motivation, in order to develop and maintain truly customer focused solutions.

• Enhance the Travel proposition through policy consultation, enhancing Suppliers relationship and negotiations, technology road

mapping, optimizing online solutions, and event content development.

• Focus is on being the voice of the voice of the customer to TMC; is knowledgeable about regional issues and business

leaders/services; meets with regions about scorecards, training, traveler service issues, and initiative roll outs; supports local OBT

management. Responsible for driving savings, ensuring quality, and minimizing risk; oversees all areas of the relationship.

March 10 – Jan 11 AMERICAN EXPRESS – JAPA GBP Business travel Hong Kong

Regional Senior Relationship Manager JAPA

Responsible to establish and maintain a regional business plan for travel between American Express and one of Amex top Global

account.

Act as a single regional point of contact with responsibility for the overall relationship.

Liaise with the local markets relationship management teams responsible for the specific accounts within the portfolio.

Assist the global relationship manager handling the account and contribute and/or recommend strategies to enhance their travel

program in the JAPA region.

Perform regional account reviews. Review monthly data and benchmark with similar clients (SLA & KPIs)

Ensure necessary resources are appropriately provided against the execution of these strategies.

Work out any potential issues and provide active action plans to overcome the so called issues.

Pro actively propose new and innovative solutions or travel products to suit customer needs.

Work closely with Operations to identify and pre empt customer service issues and quality deficiencies to improve customer

satisfaction and retention

June 06 March 10 AMERICAN EXPRESS EMEA Business travel

EMEA & Global Implementation Project Manager

Accountable for the Implementation of new Customers in a timely and efficient manner.

Responsible of project management of online and offline implementations, re implementation, de implementation and conversion

globally across all regions (North America, LAC, JAPA) for GBP, Pan European and Multi market accounts with a European HQ

(Renault, Nissan, AREVA, Invensys)

Work in a multi cultural, multi language, multi technologies environment.

Strong Operational knowledge in a challenging environment especially in Europe and Asia

Develop and improve travel products to suit customer needs.

Negotiate, along with GSR and CGMs with new and/or existing suppliers including, but not limited to, hotels, sub agents, transport

companies to ensure the client receives the best possible rates and the highest service standards.

Work closely with Multinational Client’s Regional and Global Travel Managers, American Express Global and Local Service Delivery

Team and coordinating efforts with Global Relationship Managers/ Ensure alignment with the account strategy as set by the

MN/Pan E account manager and the local capabilities.

Maintain understanding of market capabilities and communication with Local Service Delivery teams, Sales and Relationship

Management teams and client Global / regional Travel Manager. Understand local capabilities and restrictions and engage Senior

Leadership support to drive changes.

Ensure understanding and compliance to Client’s Travel Policy and Client processes in all markets.

Ensure that the necessary resources from all parts of the organization (TCs, Technical team, Quality, Training etc are stacked

against the execution of the sale.

Execute local communication programs in client organizations to support the implementation and ongoing use of the T&E

management program.

Act as the point of liaison between Operations, Customer and CGM during the Implementation Project.

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Provide regular communication, build and maintain relationship with Senior Management either in American Express and with

Multinational Client.

Manage a team of indirect and direct reports (local IPMs and SDN) during the Implementation Project.

Work out any potential issues and provide active action plans to overcome the so called issues.

June 05 June 06 AMERICAN EXPRESS – EMEA Business travel

European Coordinator – GBP & MN Accounts Implementation – SDN

Implementation of the contracts signed with Customers –

Implementation of Operation Tools (GDS, SBT, technical set up)– Recruitment and Training of TCs on specific needs

Responsible for the Customers’ diffusion & training on Travel Policy & Quality Policy.

Implementation of the SLAs Application of the agreed Statement Of Works.

Quality Check in the 6 months following Implementation

Jan 05 June 2005 Project Manager Europe – BCP Implementation – Operations Europe

Implementation and Roll out of the New BCP Program per office all over Europe.

Coordinating and leading efforts with local coordinators. Implementation of a tracking tool (scorecard) for all level (office, Market,

region).

Jan 02 – Jan 2005 AMERICAN EXPRESS – Global Marketplace Insights/ France – Rueil Malmaison

Quality Project Coordinator – Quality Department – Corporate Travel Solutions GCT

Work with Director Quality on measuring and analyzing customer satisfaction Drive accountability and changes

Responsible to provide the Monthly and Quarterly Scorecard to Senior Leadership and principally to American Express GCS

President – Charles Petruccelli (CC/CT/ GBP/ Card Ops) / Conduct Internal measurements & reports like IPM, Q Reports, G Rating

Scorecards...

Coordinate the European Quality Network Build & maintain relationship across Business Groups & with other regions for Global

Strategy Provide support & lead European & Global projects & teams with different people from different environment (BU,

Countries, culture etc on Quality subjects.

Integrate new service platforms and Countries into the Customer Listening Processes

Nov 00–Jan 2002 AMERICAN EXPRESS – American Express Card/ France – Rueil Malmaison

Quality Officer – International Quality and Research Service Corporate Services

Work for the Director Quality and Research and for the Manager Research EMEA for Corporate Services – Prepare Daily, Weekly

and Monthly Reports on Internal Performance Metrics (Operations, Marketing, and Business metrics) on Excel (reports, Charts)

Track Information from Global Quality Network on Quality Process – Provide Statistical reports on Quality Measures – Adminsitrative

activities: Manage Agendas and Training for the team – Responsible for Team Budget (CPC, Expense Report on Corporate Card,

Quality International Budget Accounting etc…)

Meeting and Travel Organization – Reports, Follow up, library documentation.

Work with confidential information on Clients Work on Special projects like the Globalization of Lotus Notes Databases on Quality –

Coordinate activities between the different regions (Canada, LAC, JAPA, EMEA)

Jan 1998 – Nov 00 GRAPHNET – Mailing fax/Development –Sales Distribution of software packages and Software

Customer Service Team Manager Commercial Assistant

Customer interface service between Sales department and Customer Service – Management of Sensitive accounts Fax Mailing –

Assistance to Users Settling of the Disputes …

Set up of study and statistical reports for internal improvements

Invoicing for Customers Implementation of an effective management of the service (Management of the planning in shifted

schedules Management of a team of 36 Persons Recruitment and training of the teams)

Administration and realization of Data base Access and Excel Accounting follow up and for Operations Statistics and use of internal

management Software.

STUDIES/ TRAINING

1992 – 1993 High School Diploma (Baccalaureat) B.( Economic & Social Sciences)

1998 Thai Language 1rst level Diploma from the INALCO (National Institute of Oriental Languages and Civilization).

2006 Project Management skills & Communication training

Green Belt Six Sigma Certified

2007 Leadership Training

2008 Coaching training

COMPUTER KNOWLEDGE

Good Knowledge,

Current Use

MACINTOSH X Leopard (PROFESSIONAL AND PERSONNAL COMPUTER)

Word - Excel

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PC – WINDOWS, NT, (PROFESSIONAL AND PERSONAL COMPUTER)

Word, Powerpoint Very good knowledge,

Current Use

Works, Lotus Suite, Windows project

Excel, Access

Acrobat Reader/Writer, Imaging

Specific Use

Publisher, Photoshop

INTERNET

Very good knowledge,

Current Use

Internet Explorer, Netscape, Safari

Lotus Notes (User and Designer) 4.6, 4.5, 5.1

Outlook Express, Outlook 2000

LANGUAGES

FRENCH : Native language

ENGLISH : English Fluent (read, written and spoken). GERMAN : Read, Spoken (not fluent).

SIAMESE : Spoken. MANDARIN: started to learn

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