VINCENT BARON

- Part of a team that drives improvement in Customer Service (14 offices worldwide with 24/7 coverage in 42 languages) for both customers and accommodation partners
- Contributed and led improvement initiatives that differ in complexity, scope and length
- Executed OPEX specific activities on tasks with high priority and impact in accordance with the global strategy: gathering data and collecting input, analyzing feedback, updating internal processes, setting up and monitoring tests, implementing improvements and analyzing results & impact on KPIs
- Worked alongside other tracks and product teams on all topics where agents offer support: Commercial Performance, Fraud, Finance, Payment, Marketing ….

- Worked on offering tooling solution to support the global strategy aiming at enhancing the onboarding of new properties
- Collaborated with Commercial and Product Teams to collect feedback on our internal system’s performance and gaps
- Rolled out a set of product solutions to assist regional teams in improving the performance of our top performing partners
- Realized some root cause analysis and impact assessment in relation to bugs impacting these products

- Developed processes around the implementation of legal licenses and assisted in their implementation across several markets
- Provided assistance with questions on internal systems used by our Booking Home internal community
- Realized several analysis to highlight frictions encountered by Booking Home partners when using our systems or processes
- Assisted Booking Home Global Commercial team in testing a new services linked to Partner protection topic ( e.g. offering insurance in case of damage caused by guests during their stay)

- Provided on-going operational support to the agents in terms of motivation, coaching, mentoring and best practices
- Handled negotiation with properties and internal commercial teams on critical issues impacting guests aiming at reaching acceptable middle grounds or clear outcomes
- Provided assistance on several projects: senior assessment, onboarding of new seniors, best practices to improve CSAT and PSAT and upskill training on some of our internal tools

- Participated in a variety of commercial projects to implement, develop and grow the Accommodation Service Support
- Delivered trainings for Accommodation Service agents to upskill them on new tools and to share best practices related to partner support
- Took part in weekly meetings with the global project team and other stakeholders to provide feedback, prioritize improvements and follow up on their implementations

- First line of support for day-to-day inquiries and partner’s request to improve their performance
- Assisted prospects with their onboarding through trainings on our internal tools and processes
- Assisted the Account Manager in the acquisition of new properties and the revenue improvement of our existing partners