Mission

Mission is a B2B global marketplace of senior software engineers supported by best in class engineering management practice via the Mission Platform.
Our 3000+ members are based in 40+ countries (350 when I started). We work with 40+ partners located mainly in LATAM, Africa, US and Asia.
Main achievements:
- Grew the network of senior Engineers by 400% in 18 months,
- Negotiated and signed 30+ partnerships in strategic markets globally,
- Built scalable processes in sourcing, vetting and matching candidates,
- Team management and leadership, starting from scratch, of exceptional people located in different continents,
- Collected data points at all steps of our processes giving us more visibility and predictability in our operations.

Vice President, Member Operations & Partnerships

Modern Canada

- Member of the leadership team (top 50 leader at GDI Integrated Facility Services),
- Built from scratch a new and innovative franchise model targeting secondary markets in Canada including the legal agreement, definition of the service offering, the creation of an operational manual, identification and design of territories, identification and selection of systems to use (CRM, pricing, e-commerce platform etc.), franchisee profiles, go-to-market strategy, sales & marketing strategies etc.,
- Defined the offer that includes janitorial services, specialty cleaning services and a store (online and retail) for cleaning supplies and equipment distribution,
- Identified opportunities to improve revenue growth,
- Opened and lead a pilot corporate unit located in Hamilton, On,
- Implementation of the first franchisees,
- P&L creation and ownership.

Director of Franchising

Encore Travel

Member of the Executive team. Mission: lead and scale operations.
Main tasks:
- Team management of travel agents, team leaders, project managers,
- Put in place and monitored customer service satisfaction and customer experience through SLAs and KPIs,
- Implemented, scaled and improved processes using agile and 6-Sigma methodologies: online booking tools, offline solutions, back office tools, email technology etc.,
- Defined the operational strategy and structure,
- Supported Sales & Account Management teams in pre-sales: worked on pricing and overall finance for new accounts,
- Supported Sales & Account Management teams with the implementation of new clients,
- Trained new clients: built documentation and provided online and in person trainings, 
- Managed P&L.

Director, Service Delivery

Areas of expertise : business development, marketing, international expansion, partnerships.

Strengths : entrepreneurship, ability to start from scratch, international experience and network, e-commerce, negotiation, help businesses scale and grow exponentially. 

Clients : LE CHEMISEUR® (fashion), Bungalo.com (holiday rental), Oyatis (hospitality), Simplenight (travel)

Start up Advisor

Egencia, an Expedia company

Expanding Egencia's online & offline presence in Europe, the Middle-East & Africa (EMEA) via the development of strategic partnerships : 
- Identify markets where a partner is needed,
- Build the business model,
- Identify, audit and negotiate a deal with local partners,
- Responsible for the partners'​ contracts and monthly financial flow, 
- Owner of the P&L, 
- Identify opportunities to improve revenue growth,
- Lead local account management and operations,
- Support global sales for the partners' markets,
- Responsible for the local service delivered: +80 employees,
- Business owner of the expansion project across the region.

Key achievement: In a couple of years, we built a scalable business model with a network in +25 countries across EMEA only (started from zero) and we significantly increased our global footprint and international competitiveness through the win of major global accounts representing more than 30% of the EMEA business volume.

Director, Global Partners Europe, Middle East, Africa (EMEA)

Built scalable operations via strategic partnerships in 6 European countries (Spain, Italy, Switzerland, Ireland, the Netherlands and Sweden). Responsible for the P&L, the client satisfaction, the customer service teams and the Egencia offer in those markets.

Operations Manager New Countries

Carlson Wagonlit Travel

Lead the implemention of global clients in several countries in Europe or globally.

- Supported Sales during the sales processes,
- Collected data and information once therom the Sales and Account Management teams once the agreement is signed,
- Built the team of people who will be involved in the implementation process including Country Leaders,
- Built the project plan with roles and responsibilities,
- Coordinated actions and timelines per market as per agreement,
- Sat weekly reviews with the Key Stakeholders: internally and on the client side.

International Project Manager

Managed the EMEA operations of global multinational clients, led a team of 40 persons. 3 direct reports: 1 project manager and 2 customer service supervisors.
Implemented the clients: conducted gap analysis in each market, identified requirements and specificities to make sure the Saas solution (online booking tool) meets the clients expectations and matches the contractual agreement.

eCenter Operations Manager Europe, Middle East, Africa (EMEA)

With over 15 years of extensive experience in business development, negotiation, international expansion, strategic partnerships and leadership, I have honed my skills in customer service and business operations. Leveraging data and technology, I specialize in solving complex business challenges, designing impactful and scalable processes, and delivering key outcomes that drive growth and value.

Currently serving as the Vice President of Member Acquisition and Partnerships at Mission, a global market network of senior software engineers supported by best-in-class engineering management practices, I have achieved remarkable milestones. In my tenure, I propelled the network of senior engineers by an astounding 400% in just 18 months. I successfully negotiated and closed 30+ strategic partnerships in key markets worldwide. I established scalable processes for candidate sourcing, vetting, and matching, fostering efficient operations. Moreover, I led a geographically diverse team of exceptional individuals, fostering a culture of innovation and collaboration.

My expertise lies in scaling businesses from inception to generating revenue in the hundreds of millions. I prioritize customer-centric approaches in all aspects of my work, adeptly defining and executing ambitious plans even with limited resources. Data-driven decision-making is my forte, as I rely on analytics while also trusting my intuition.

I possess a unique ability to align, lead, and develop world-class teams, valuing team success over individual achievements. Transparency, meaningful communication, and the art of storytelling are integral to my leadership style, inspiring and motivating others. Continuous learning is my mantra, as I consistently strive to educate, improve, and motivate myself. I maintain composure in challenging situations and prioritize high-quality decision-making to drive organizational success. 

Let's connect and explore opportunities to collaborate and drive unparalleled growth together.

I find pleasure in meeting individuals and learning about their unique perspectives. If you're interested in discussing new business, scalability, or…. tennis and travels, please don't hesitate to contact me.

Stéphane Bâlon

Fives Maintenance

Secteur d’activité  Aéronautique Ferroviaire Logistique 

Refonte du système de Management 
Pilotage du 5S sur site industriel 
Réalisation des Enquête Satisfaction auprès des clients suivi des analyses 
ISO 9001 14001 45001 27001/27002
MASE
Accompagnement Audit Externe et Client 
Audit Interne : réalisation suivi montée en maturité des sites 
Expertise en analyse de risque, conseil en solution d optimisation et de performance 
Elaboration de Plan d Assurance Qualité
Évaluation processus

Ingénieur qualité & Quality Engineer

Eurovia

Mission de 6 mois 
Harmonisation du système documentaire pour les Usines d Enrobés basés sur ISO14001 , cadre ICPE et marquage CE 
Évaluation du risque Chimique 
Analyse AES
Audit ISO 14001

Chargée de Projet Qualité & Environnement Multi Sites ISO14001 - Usines d Enrobage

Egencia

Au sein du groupe Expedia leader mondial du voyage sous la filiale Egencia Plateforme de voyage d'affaire mondiale  présente dans plus de 60 pays,  j'étais en charge au sein du pole opérationnel de  :
-Expertiser les solutions Amadeus 
- Définir, conduire et suivre les audits internes multisites internes annuels (Service Client, PCI, GDPR).
- Piloter des projets d'amélioration continue : revue, harmonisation et mesure de  l'efficacité des process.
- Collecter, consolider et analyser les informations sur les problèmes rencontrées sur les équipes opérationnelles.
- analyse des Pnrs et API
- Sensibiliser, informer et former les salariés aux enjeux de la qualité opérationnelle et de la bonne application des procédures.
- Coordonner la mise en place, de nouvelles équipes opérationnelles Européennes : recrutement, coaching, formation outil et process et support opérationnel.
- Gérer des projets d'envergure mondiale - Mise  en place des outils opérationnels.

Réalisations majeures : 
Mise en place d'équipes dédiées pour 6 Clients Globaux .
Harmonisation mondiale  des process service clients
Audits annuel  PCI DSS et GDPR, audit  qualité à la demande.
Participation au lancement  des équipes services clients dans plus de 20 pays.
Pilotage du projet de changement d outils pour 4000 utilisateurs en 3 ans
Chef de projet dans la migration des utilisateurs sur Amadeus Sel Connect #amadeus
Chef de projet dans la mise en place de l outil Eptica #Enghouse 
Experte en GDS

📌Responsable Qualité Opérationnelle Service Clients EMEA et APAC

Au sein de l'équipe opérationnelle Europe  sur le pôle Process Support et Formation,  je gérais une équipe de 8 personnes à travers l'Europe avec pour mission : 
- Assurer le support opérationnel et le suivi qualité des équipes Services clients 
- Coordonner et animer autour de la démarche des  processus.
- Documenter et mettre à jour les process 
- Collaborer avec les équipes produits afin de mettre à jour ou créer de nouveau process 
- De la cellule gestion de crise, incidents, résolution opérationnelle , méthode de résolution de problème

Réalisations : 
Piloter et mettre en œuvre le projet d’externalisation d’une partie de l’activité : mise en place d'équipes transverses,  définition des nouveaux process et transfert de compétences ( Réduction des coûts de 40%, 150 personnes formés, amélioration de la qualité au niveaux des services clients , réduction du temps d'attente client , amélioration du traitement des requêtes clients) . 
Etudier et proposer des évolutions d'organisations.
Harmonisation des process Europe.
Mise en place d'équipes opérationnelles en Suisse et Pays Bas (35 personnes).
Gestion de la crise du volcan Islandais : mise en place de process d'urgence, réunion d'urgence, équipe d'astreintes, cellule de gestion de crises .

Responsable projet amélioration de processus

Dans le cadre de croissance rapide de la star up Egencia :
Création, optimisation, contrôle et application des process.  
Nouvelles implémentations de 4 pays.

📌EU Operations Support& Process Specialist

📌Senior Agent De voyage Executive Team 

Motivée pour développer constamment mes compétences et évoluer professionnellement. 
Spécialiste dans la qualité service client depuis plus de 10 ans, je maitrise l'amélioration continue, l'Audit multisite , le lean management et les normes ISO. 
Autodidacte et toujours investie dans ce que j'entreprends autant personnellement que professionnellement. 
Agilité, adaptabilité, esprit d'analyse et de synthèse, conduite au changement écoute sont mes principales qualités.
Le client qu'il soit Interne ou Externe sont ma priorité. 
Expérimentée dans l’industrie du voyage de plus de 22 ans, à présent je travaille dans le secteur de la maintenance industrielle pour des grands acteurs du secteur aéronautique ferroviaire logistique et défense. 
Une reconversion difficile mais réussie grâce à ma pugnacité. 
Toujours aller de l’avant. 
Je reste persuadée que n’importe qui peut réussir en respectant des valeurs essentielles: travail, passion,ambition, resilience, determination.

taplio

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Stéphane Bâlon

Corinne Desimeur

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