Yakhi Dieng
Senior Project & Process Manager | Customer Experience
Salaire / Taux journalier
Paris, France
Freelance
À distance uniquement
Expertises
Langues
À propos
Introduction
Customer Experience & Digital Transformation leader with 18+ years managing global loyalty programs at Air France-KLM Flying Blue. Expertise in leading cross-market CRM/AI transformation projects across 14 contact centers serving 30M members, delivering measurable efficiency and engagement gains. MBA-qualified specialist in process optimization, service automation, and human-centric leadership ready to elevate your customer operations.
Expérience de travail
Air France-KLM Group | BlueLink International
déc. 2006 - Présent
19 ans 11 mois
Arcueil, France
Senior Project & Process Manager | Service Management Flying Blue
oct. 2016 - Présent
10 ans 1 mois
Arcueil, France
Scope : 5 Clusters | 14 Customer Contact centers | 24/7 Operations | +500 assistants | +100 managers opérationnels | +23 support managers | Omnichannel CRM tool (SalesForce) | 14 languages | Social Media/Webchat/Voice/Emails | 30M. Members - Led cross-market transformation projects for Flying Blue loyalty management : CRM, AI, and service automation. - Defined and lead customer-centric operational global standards applied across 14+ global centers. - Deployed CX strategies to elevate satisfaction and loyalty. - Products, services, activities implementation - Managed process optimization programs , contact chanels delivering measurable efficiency and engagement gains. - Managing relationship with Marketing, Technology, IT, Legal, Fraud compliance, customer service business units, ect…
Customer Experience Manager | Flying Blue
janv. 2014 - oct. 2016
2 ans 10 mois
94200 Ivry-sur-Seine, France
Process expertise coordinator | Customer Service centers - Flying Blue Operations
nov. 2012 - janv. 2014
1 an 3 mois
94200 Ivry-sur-Seine, France
Project Assistant - Distribution Process flow & Telecom
nov. 2011 - déc. 2012
1 an 2 mois
94200 Ivry-sur-Seine, France
Customer Service - Air France-KLM Flying Blue Operations
déc. 2006 - déc. 2011
5 ans 1 mois
94200 Ivry-sur-Seine, France
Event & Sales Coordinator - MICE
Best Western - East Anglia Hôtel****
août 2002 - déc. 2006
4 ans 5 mois
Bournemouth, Royaume-Uni
Commercial and operational Event management : Meeting, Incentives, Congress, Exhibition
Customer Service - SME Business solutions
Orange France
sept. 2001 - mai 2002
9 mois
92400 Courbevoie, France
Customer Service - Key accounts solutions
Bouygues Telecom Entreprises
sept. 1999 - août 2001
2 ans
92300 Levallois-Perret, France
Marketing & Commercial Assistant
A.C.T Telemarketing
sept. 1998 - oct. 1999
1 an 2 mois
Paris 15ème
Formation
IFG Executive Education
MBA, Business Management & Strategy
2021 - 2023
3 ans
University of Paris I: Panthéon-Sorbonne
Licence Tourism Management - Services Marketing, Institut de recherche et d'études supérieures du tourisme
2008 - 2009
2 ans
Licences et certifications
The Fundamentals of Revenue Management: The Cornerstone of Revenue Strategy
Délivré le : mars 2024
Test of English for International Communication (TOEIC)
Délivré le : nov. 2023