Erdem Keskinkaya

Customer Relations & Experience Manager @Groupe ADP

FR

Within the Professional Services Division of the Paris-Charles de Gaulle Terminal Management Department, I am responsible for projects aimed at improving the customer experience. Responsibilities:• Participating in the development of retail offerings and services for professionals• Contributing to the development of the company\'s image by participating in continuous quality improvement initiatives (Skytrax, JO, etc.)• Organizing external and internal events (airlines, government services, employees, etc.)• Interacting with all professionals operating in the terminal (retailers, airlines, ground handling assistants, service providers, hospitality managers)• Participate in quality visits to shops and implement improvement measures to ensure greater customer satisfaction throughout all terminals• Coordinate requests for intervention from shops and services with the various entities concerned within the Terminal Management Department and draw up work sheets to ensure that they run smoothly• Maintain an up-to-date reference guide for shops and services for distribution to operational teams (contact details, opening hours, information on concessions)• Ensure activity reporting and guarantee the consolidation of elements of the administrative and commercial monitoring dashboards

TBS Education

Programme grande école, Management

Lycée Toulouse Lautrec

Baccalauréat général, LLCE Anglais et Géopolitiques

Universiti Kuala Lumpur

Bachelor's degree, Business

TBS Education

Bachelor in Management, Management / Marketing