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 Expert  726332

Expert in Public Transit: Strategic Development, Marketing, Branding, Customer Service Deployment


Available for your Consulting and Expert Witness Needs

Ontario
Canada
Education Work History Career Accomplishments Consulting Services Expert Witness Market Research

Summary of Expertise:

Listed with other top experts in: 

For almost thirty years, Expert has held executive leadership positions or acted as consultant within major organizations in the areas of strategic, tactical and operational planning, service management, capacity-building and operational deployment as well as organizational change management and business improvement and cost savings. He has a solid experience in risk management, supply chain and logistics, operational networks optimization and services activities in large organizations. He has strong background in transport, materiel management, warehousing, distribution, procurement, contracting, contact centers and operation Centers. He demonstrated his leadership skills in the management of customer relations programs operating in various technological and service integration contexts. He is familiar in dealing with Boards of Directors and Executive Committee, and building and maintaining various types of partnerships at federal, provincial and local level. As an experienced communicator, his style of leadership focuses on results and collaboration. He is fluent in French and English. Holds a valid Secret Level security clearance.

He was lead his team into a new network definition that reshaped the overall offer of service level in the city of Brussels. He has more than 10 years' experience in bus operations, service and interior design, integration of new technologies (GPS, On-board computers, smart cards).

He was part of the steering committee that lead the front end loading of busses in Brussels. This program mobilized all level on management (top-down) in accompanying the drivers. He was able to demonstrate that the ROI was 3.2MM Euros recurrent, safety and security improved and operational ownership has also improved.

He implemented a new organization pursuant to major network reorganization (LRT project). He led the Transition Team: planning the new operational layout and communication plans for the new light train project. He led the entire recasting of the public network system (three modifications in 40 months) and the introduction of the Light Rail System and the organizational integration with regular and BRT bus lines. Lead the new LRT organizational transition plan: operational requirements, new work processes, recruiting strategy and staff training. Ensured operational, technical, legal and administrative compliance with the required federal, provincial and municipal authorities. Initiated extensive negotiation with Union representatives pursuant to new organization: new jobs, new job descriptions and new management organization.

He implemented several plans to include ethnics or diversified cultural backgrounds into sales and marketing efforts. He also had tangible experience with a multi-ethnic work forces and multi union representations. He takes special attention to lead marketing and branding campaigns that are segmented and yet inclusive.

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branding

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marketing brand management

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strategic branding

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corporate strategic planning

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bus transportation

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front end loading

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light-rail transit system

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rapid transit

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rapid transit vehicle

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multicultural marketing

Department of Foreign Affairs and International Trade (Government of the Canada): Manager, Consular Operations, International Platform Branch (IPB), Branch Corporate Services (AAD). April 2012... Current Achievements: Provided support, analysis and follow-up pursuant to the internal audits reports (AAD). Provided analysis and recommendations regarding global performance indicators of IPB (AAD). Performed analysis and submitted report and recommendations on operational management's team of the Diplomatic Mail and Distribution Service (AAG). Participated in the analysis and recommendations on the redefinition of the mandate of InnovAction (FXIT). Analysis, recommendation and implementation of a travel planning requests monitoring system for all bureau of the IPB. He was a senior executive with a solid experience inMajor International Event Management and Logistics. Public Transit and Logistics management. He also lead teams within well-knowned public and private organizations. He was able to demonstrate a broad vision and strategic and tactical planning capabilities. He is acknowledged at the national and international level for its capacity to set up powerful, trusted and motivated teams and achieve superior results.
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public transportation


Show Secondary and Basic Areas of Expertise

Education:
Year   Degree   Subject   Institution  
1979   BA in Political Science   Public Administration   Université du Québec à Montréal  

Work History:
Years   Employer   Department   Title   Responsibilities

2009 to

 

(Undisclosed)

 

Foreign Affairs and International Trade

 

Deputy Director and Manager Consular Operations

 

Provided support, analysis and follow-up pursuant to the internal audits reports (AAD). Provided analysis and recommendations regarding global performance indicators of IPB (AAD). Performed analysis and submitted report and recommendations on operational management's team of the Diplomatic Mail and Distribution Service (AAG). Participated in the analysis and recommendations on the redefinition of the mandate of InnovAction (FXIT). Analysis, recommendation and implementation of a travel planning requests monitoring system for all bureau of the IPBProgram manager of the Carbon Offsetting Program for the G8 and G20 summits. Planned the strategic, tactical and operational consultations aiming at a complete reorganization of major events governance in Canada.

2008 to 2009

 

Concert Airlaid

 

Logistics

 

Manager

 

Responsible for all shipping and receiving activities, production line servicing and Sustainable developement

2006 to 2006

 

OC Transpo, Ottawa, Canada

 

Public Works, city of Ottawa

 

General manager

 

Responsible for general management of the public transit system: network planning and service development, program definition and approval, overall policies and procedures for service delivery. Responsible for the development and implementation of Ottawa transit's strategic plan in accordance with the city's Transportation Master Plan. Member of the steering committee on alternate fuel

2002 to 2006

 

S.T.I.B. Société des Transports Intercommunaux de Bruxelles

 

Executive Comitee

 

Director Stratégie-Clients and Commercial Director

 

Responsible for Network Planning and Design. Responsible for the commercial growth of a new network for the City of Brussels transit system: Metro, Tramways and Bus (328 MM trips/year). Implemented a new organisation focused on a Customer First oriented strategy that required a major effort on Human Resources organisation and enhancement. Implemented three new departments: Demand Analysis, Network Offer Definition and Management (planning) and a new Commercial entity. Member of the Executive Committee and responsible for all commercial relationship with the Regional Government, Communes and various social stakeholders.

1992 to 2002

 

Société de Transport de la Rive-Sud de Montréal

 

Planning

 

Manager, Customer Service

 

Organized, directed and managed all activities related to Customer Services, processes and service policies. Corporate representation with the member cities and government agencies. Designed the commercial businesses plan by developing and increasing operational income and by integrating new technologies

1991 to 1994

 

Air Transat AT Inc.

 

Marketing

 

Customer Relationships Manager

 

Managed business and commercial relationships with the customers: complaints, commercial litigations and investigations. Advisor to the President and the Executive Vice-President on litigious commercial files.

1990 to 1991

 

Alltour Marketing Support

 

Management

 

Director

 

COO of logistic operation for Quebec, Canada and the US serving tour operators, travel agents, Tourist Associations, national Tourism and Congress offices, foreign tourist offices, BSP, airline companies and railway corporations

1980 to 1990

 

VIA Rail Canada Inc.

 

Marketing, Sales and Operations

 

Various

 

Responsible for several management and operational jobs in Customer Service Operations, Marketing, Sales and Customer Relations as well as direct services for Canadian travellers and the travel community all around the world.


Career Accomplishments:
Associations/Societies

National President of the working group “Ticketing and Tariff Integration” of Belgium National Vice-president of the Customer Service Commission for Belgium Member of the Marketing Commission of UITP and contributor to other commissions.

Professional Appointments

Treasurer, Entraide Budgétaire Ottawa


Government Experience:
Years   Agency   Role   Description
1980 to 1990   VIA Rail Canada   Various   He had multiple job experience in management of Sales, Marketing,Customer Relations,Training and Payload management Operations Call Center
1994 to 2002   Réseau de Transport de Longueuil   Manager Customer Service   He was responsible for the reorganization and restructuration of the whole department: passenger information, complaints, comment obeservation, commercial development, social intergration and liaison with government agencies
2002 to 2006   Société des transports Intercommunaux de Bruxelles   Client Strategy and Commercial Director   He was responsible for network planning,demand analysis, service level definition, sales, marketing, distribution,CRM,Passenger information, advertising corporation,product definition, tarification and branding
2009 to   Foreign Affairs and International Trade   Deputy Director   Department of Foreign Affairs and International Trade (Government of the Canada): Manager, Consular Operations, International Platform Branch (IPB), Branch Corporate Services (AAD). April 2012... Current Achievements: Provided support, analysis and follow-up pursuant to the internal audits reports (AAD). Provided analysis and recommendations regarding global performance indicators of IPB (AAD). Performed analysis and submitted report and recommendations on operational management's team of the Diplomatic Mail and Distribution Service (AAG). Participated in the analysis and recommendations on the redefinition of the mandate of InnovAction (FXIT). Analysis, recommendation and implementation of a travel planning requests monitoring system for all bureau of the IPB. Deputy Director, Transportation, Summits Management Office. April 2011 to March 2012 Achievements: Program manager of the Carbon Offsetting Program for the G8 and G20 summits. Planned the strategic, tactical and operational consultations aiming at a complete reorganization of major events governance in Canada.

Consulting Services:
Selected Consulting Examples:
  • He is currently training of a group of 45 people over a 3 year period for CARRIS in Portugal; the objective is to help the government of Portugal build a core of new strategic managers to build the up-coming national Public Transit Organizing Authority in 2011.
  • He was invited by UITP to be part of a peers' assesment group to help the city of Sharjah in the UAE enhance the deployment of it's new public transit bus operations.
  • He was invited by UITP to be a trainer/professor from 2003 to 2008 at the International Marketing Summer University. (Spa, Dresden, Bilbao)
  • He is the Canadian point of contact and consultant for the Intura Group, in France, with regards to the Aquitaine-Québec Project on Governance.
Click the green button above to contact Expert for a free initial screening call regarding your expert consulting needs.  Expert is available for consulting to corporate, legal and government clients.  Remember, your initial screening call to speak with Expert is free.

Expert Witness:
Recent Litigation Client Requests:
  • Expert for consulting on custumer satisfaction and performance comparison of a Quebec province public transit corporation.
Click the green button above to contact Expert for a free initial screening call regarding expert testimony, litigation consulting and support, forensic services, or any related expert witness services.  A few litigation needs include product liability, personal injury, economic loss, intellectual property (patent, trademark, trade secret, copyright), and insurance matters.  Remember, your initial screening call to speak with Expert is free.

International Experience:
Years   Country / Region   Summary
2002 to 2006   Belgium   He was responsible for Network Planning and Design and market/commercial growth for the City of Brussels transit system: Metro, Tramways and Bus (328 MM trips/year). He implemented a new organisation focused on a Customer Centric strategy. He implemented three new departments: Demand Analysis, Network Offer Definition and Management(planning) and a new Commercial entity. He was also a member of the Executive Committee and responsible for all commercial relationship with the Regional Government, Communes and various social or international stakeholders.

Language Skills:
Foreign Language   Description
French   He was raised and educated in French. He is fluently bilingual French and English
English   He was bilingual by the age of 13 and worked in English for more than 15 years. He is fluently bilingual French and English.

Market Research:
Trainer and guide for several international groups of marketers; peers assesment in the UAE. Expert in the deployment of intergrated customer interface;

Click the green button above to contact Expert for a free initial screening call regarding your marketing research, industry research, and company research needs.  For research needs involving multiple experts or secondary research, a Research Director can be assigned to coordinate the work into a custom report for you as a potentially quicker and more cost effective alternative to doing this work yourself or hiring a boutique consultancy.  Remember, your initial screening call to speak with Expert is free.

Additional Skills and Services:
Training/Seminars

7 years in sales technique with Via Rail; since 2003, Professor, UITP International course: Public Transit Development through Marketing (Spa, Dresden, Bilbao) Planning and commercial growth strategy: CARRIS, Lisbon/Porto, Portugal

Other Skills and Services

Skilled in coaching and advising high level public transit management, operations and marketing executives. Solid know-how in strategic business plans, growth management and organizational improvements. Well versed in Transit planning, operational and managerial development, human resources improvement, infrastructure expansion, equipment maintenance and acquisition, and marketing plans related to conventional and specialized services. Abilities in making cultural changes to meet growing and changing public expectations. Led, designed and managed complex transit businesses plans based on integrated regional business strategies, comprehensive demand analysis, clear understanding of current and future transit perspectives, and translate all these dimensions into tangible results for users, non-users and stakeholders. Abilities to build comprehensive organizational diagnostics.


 

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