Service Customer
Resume:
Bernard Mercier, C.Dir.
Bernard Mercier
Toronto, Ontario
M2N0G8
Email: actjhh@r.postjobfree.com
Spoken and written languages: French and English (Very high level) Career profile:
Experienced, executive and entrepreneur with very strong customer service and operational focus.
Managed, lead expansion and turned around large international organizations in the airport services and logistic industries
Continuous improvements and change management catalyst.
.
Professional Experience:
May 2013
GardaWorld Cash Services (Toronto, Ontario)
ROLE: Regional Vice-President, Central Region Canada
P&L responsibilities for Cash Logistic Central Region / Exceed Service Level Agreements
Integration planning and change management culture post acquisition
People development (hiring competencies, coaching and succession planning)
Project management (take the lead to set expectations and knowledge transfer)
Strategic planning, part of the Canadian Executive committee Results
Profitable turn around and integration post acquisition
Post announcement, full Ontario integration in less than 100 days
Organizational restructure, post merger talent acquisition
Process Mapping: improving process flow and service performance improvement
Aligning short, medium and long term goal to meet corporate objectives
Improved labour relations with trade union
June 2008- May 2013
GestionJRBM Inc. (Laurentides, Qc)
ROLE: Owner – Consultant
Develop strategic plan (Vision, mission, business and action plan)
Assistance for launch and integration (corporate structure and governance)
People development (hiring competencies, coaching and succession planning)
Project management (take the lead to set expectations and knowledge transfer) or C Level as interim
Due diligence for acquisition and integration planning Results
Operational analysis on 10 airports, assessment for a potential acquisition in the airport services
General management role in the environment services, allowing the sale of the company (adjusting the structural needs) / 3 months term in E-Recycling company
Develop and deployment plan of a new car insurance program for young drivers / customer focus
Chairman of the board for Mercator transport – taking this company public on TSX.V (trading as GMT)
Chairman of the board for Prodige Capital – NEX (trading as GAS, post transaction From June 2005 to April 2010: (sold this company in 2010) Solution Pause Professionnelle, SPP Inc. (Laval, Qc) Eastern Canada (Ottawa to Atlantic Provinces) Nespresso Business Coffee Solution (B2B), a Nestlé division
(www.nespressopro.com)
ROLE : Président
Launch of new company, develop a strategic plan (Mission, Vision, business and action plan)
Set up new corporate structure and new showroom
Business development (launch of this well know brand not known in Canada)
Expansion throughout the region
Hiring and training team of professional
Results: 2nd place partner for North America (first being Miami), successful market development exceeding the million cap of commercial coffee consumption.
From February 2003 to January 2005:
SERVISAIR – GLOBEGROUND, UK (www.servisair.com) Manchester, UK An international airport services company (Trading on CAC in Paris, France)
(Revenues of 900Millions €, present on nearly 150 airports with over 18,000 employees) ROLE: Chief Executive Officer based in Manchester, United Kingdom
Development of strategic plan (Regroup – reengineer and reposition)
Integration of two very large organizations on two continents / improved overall service performance
Restructure plan, including downsizing upper management team (reduce lost, obtain balance and profit)
Development of an executive management team for this large organization including succession planning
Through diversification or acquisition, maintain world leadership position Results (in less than two years)
Full integration of Servisair PLC UK, Servisair USA, GlobeGround (North America), GlobeGround Europe (past Lufthansa companies) and all their locations worldwide: o Visited over 100 airports throughout the world
Creation of Shared Services Center concept (Financial and commercial services for both continents)
Strong reduction in operating cost, while maintaining services and develop new joint ventures such as Servisair Shell Fuel Services (aircraft fuelling) and Snow Lift (snow removal in multiple airports)
Improved profitability while as well reducing significantly capital expenditures
Maintain the leadership position in the airlines – airport service industry worldwide
From March 1989 to February 2003 FedEx
FEDEX (www.fedex.com) based in Montréal, Brussels and Paris ROLE: Regional Vice-president for Southern Europe and Africa – (Paris, France) January 1998 to February 2003 (Revenues of $307M USD, 45 countries and 5000 employees)
Plan, staff, organize, direct and control (Service- Sales – Profits)
Managed of all services and operations throughout the region, while expanding services
Management lead in union negotiations (Annual salary negotiation and 35 hrs work week)
Development and deployment of European Hub at CDG Airport (Roissy, France)
Company’s official representative for government bodies, community, represent FedEx for airport authorities, Senate, national assembly in France (future development, night hub operations, intermodal projects, not to forget after September 2001, deployment of security measure at airports facilities working along with both USA and French government agencies) Results :
Service improvements allowing territory expansion in France, Italy, Spain, Portugal, Switzerland and Africa; while improving performances (20% year over year)
Opening of the largest cargo hub outside USA for FedEx, from conception to launch in September 1999. Largest European project.
Salary negotiations and 35 hours work week in France without service interruptions
Succession planning (identify future leaders, coach, train them – most got promoted)
Strong presence and participation with government entities, Senate, airport authorities to obtain grants, maintain night flying, improved security measures (both French and USA government were impressed by our measures – cited as example)
Launch of new airport operations (Airbus) for Bale, Milan, Madrid, Barcelona and Lisbon ROLE: Managing Director (Global Service Partner) Europe/Africa – (Brussels, Belgium) August 1997 to January 1998 (Northern & Eastern Europe and Africa)
Plan, staff, organize, direct and control (Service- Sales – Profits)
Negotiation and add new services agencies : GSP plan (global service partner)
Improve service offerings on all territory
Results:
Improved service performance, territory expansion while improving financial performances
Recruit and retain strong new agencies, while meeting service’s objectives
Launch of TNOT (replacement of multiple agencies in 12 countries in Europe) ROLE: Managing Director Operations for Eastern Canada March 1989 to August 1997 (Revenues of $200M CAD, from Ottawa to Atlantic Provinces and 1500 employees)
Plan, staff, organize, direct and control (Service- Sales – Profits)
Managed of all services and operations throughout the region, while expanding services
Company representative for government agencies and communities
Responsible for all operations in territory Ottawa (2), Mirabel, Montréal (4) & Atlantic Provinces (8)
Following acquisition, integration of all agencies and staff. Results
Improved service performance, territory expansion while improving financial performances (12% year over year)
Launch new airport operations in Ottawa, Québec, Moncton, Halifax and St-John (NFLD)
Successful integration of 8 agencies in Atlantic Provinces (YUILL courier and Hodder Express)
Ensure long term sustainability while restructuring the Canadian Domestic Operations (1992) Eliminate lost
Succession planning (coach and train) All promoted.
February 1983 to March 1989
Managing Director Operations for Burger King Franchisee (23 restaurants)
From 1976 to December 1982 McDonald’s Canada Limited Multiple positions leading to a manager role in 1980 For both McDonalds & Burger King, managing operations, opening of new restaurants, improving lower performance restaurants. Opened 17 restaurants throughout those thirteen years. Education:
Director’s College (Conference Board of Canada – McMaster University) Chartered Director since September 2005
Boston University: Management Institute (1999) Strategic Leadership Challenge
Managing Interpersonal Skills & Managing Growth Relations (1993)
Quantitative management skills (1997)
Collège Jean De Brébeuf (College 3 sessions) 1974 to 1976
École Secondaire St-Germain (St-Laurent) High School Diploma 1974 Other information: Board Mandates
Chairman of the board Mercator Transport (GMT on TSX.V stock exchange)
Chairman of the board, for Corporation Canadienne de Capital Prodige (PDI on NEX) now GAS on NEX.
Chairman of the board for Datacom
Board member for Non-Profit organization; Maison le Grand Chemin References on demand
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