1. Karim LAYACHI
 +212.661.317597
EXPERIENCED MANAGER
layachi.karim@gmail.com
Date of birth : may 12.1971
EDUCATION & TRAINING
DIPLOMA Master - UCLA extension CA USA - Finance - with "magna cum laude" - 1992
TRAINING • Management (leadership, leading and communicating in congruence )
• Alcatel 4400 (Brest) administrator and supervisor (CCS, CCD)
• CCA, scripting tool CCO
• Cognos software
• Flow optimization
• IVR conception and optimization
• Hermes pro, Powerplay, booking systems, Microsoft Office, GDS, Siebel (CRM)
PROFESSIONAL EXPERIENCE
ACCOUNT MANAGER
- Sept. 2011 up today -
Missions :
Implementation and process optimization
Operational management and quality processes establishment
Guarantor of the P&L
Achievements :
110% achieved on targeted Customer Satisfaction (TOP Box)
Less than 2.8 % on customer dissatisfaction (Bottom Box) targeted at 3%
Implementation COPC process (methodology)
Improving conversion rate (inbound/outbound sales) 120 % achieved comparing to the initial target
GOE deployment (global operational excellence) for a pan European account
Best practices sharing on operation meanings
Analytical skills to diagnose problems and devise viable solutions
ACCOUNT MANAGER
- Oct. 2009 tojuly 2011 -
Missions :
Gain market share
Financial Consolidation
Stabilization of resources
Implementation of business strategy and marketing
Development of new markets
Leading the activity
Cost reduction
Achievements :
107% market share
MY +45% (operating margin Net) & -25% Turn Over
Launch markets Italy and Spain
DIRECTOR OF OPERATIONS
- June 2008 tosept. 2009 -
Missions :
In charge of business strategy and customer relationship
Definition and implementation of HR policy
Training managers
Cost reduction
Achievements :
Implementation of business strategy
Deployment of HR strategy
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2. 125% increase in competence of managers
Development & profitability +15%
HEAD OF CUSTOMER RELATIONSHIP (CALL CENTERS)
- May 2007 tojune 2008 -
Missions :
Develop partner requirements
Monitor compliance with these requirements (procedures, mission, quality indicators, reporting, steering committee)
Ensure compliance of these qualitative and quantitative indicators
Coach and motivate accounts manager to develop their customer relationships skills
Achievements :
Key accounts stabilization and development
Customer acquisition renowned
Implementation and deployment of the quality strategy
OPERATIONAL MANAGER
- 2004 to 2007 -
Missions :
Undertake the tasks of loyalty, in order to improve the Brand Image (customer relationship on several levels)
TMK push to sell
Development of financial indicators
Actions and profitability monitoring
Reporting and analysis of actions and return on investment (steering committee)
Achievements :
MY 35% (operating margin Net)
Increase in human and technical competence
2006: Award for "Best Customer Service" all sector
CENTRAL BOOKING OFFICE MANAGER
- 1999 to 2004 -
Missions :
Management center
Professionalization of the platform
Setting up a lever to increase the occupancy rate of hotels
Achievements :
Reducing the booking cost by 25%
"Best Customer Service" in 2000 (France telecom trophy)
- 1993 to 1999 -
Cash Control management
SUPERVISOR
FINANCIAL TRAINER
ACTIVITIES
Football, chess, Diving (level 2 paddy), golf, investors club
ADDITIONAL INFORMATION
LANGUAGES • English : good
• French : mother language
• German / Spanish : elementary
KEY SKILLS • Ability to develop strategies and implement actions to achieve the efficiency
• Business oriented management
• Piloting projects to lean
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3. • Structuring and professional development to secure businesses
• Team federation and emulation
• A developed sense of method, trust and discretion
• Cost Killer
• Management training
REFERENCES
(Available on request)
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