Carine Morin

- Area of responsibility: EMEA Business Travel and non-employee Travel, business partner relationship management (key senior management), supplier relationship management, global airline RFP and contract management lead. - Key deliverables: Understand needs of the business for travel; work with external suppliers to deliver services that meet business expectations. Ensure airline contracts are performing and delivering maximal benefits. Ensuring travel program strive to deliver unparalleled customer experiences and is compliant. Set directions for Global Travel Services (GTS), interact with leaders of travel organizations of other pharmaceutical companies and large corporations to identify and replicates best practices, lead a global and regional network for travel, influence the use of preferred travel organizations, manage projects to implement best in class practices at the local, and regional and/or global level, develop and implement strategic travel initiatives to consolidate and integrate GTS regionally and globally. GTS implementation leadership: support the deployment of our travel agency to affiliates in EMEA and airline program globally. Act as liaison between the travel agency and the affiliate for communications, change management, contract execution, implementation and measurement, lead implementation activities during the rollout of policy, procedures and technology changes. GTS operational excellence: provide strategic direction that aligns with Lilly’s corporate needs, identify and implement improvements to processes that are more efficient and/or more compliant, proactively utilize industry trends and benchmarking to improve, influence the use of technologies to increase efficiencies and productivity, encourage and manage changes to travel and meetings management as the industries change. Compliance administration: improve policies and procedures, build control into travel processes, monitor and audit processes.

- Areas of responsibilities: Business Travel, Meetings, Strategic Meetings Management, Business partner relationship Management (CFOs, key senior management), Supplier relationship Management, Global Airline RFP and Global Travel Strategy - Key deliverables: Understand needs of the business for travel and meetings; work with external suppliers to deliver services that meet business expectations Ensuring travel and meetings programs strive to deliver unparalleled customer experiences and are compliant Set directions for Global Travel & Meetings Services - interact with leaders of travel and meetings organizations of other pharmaceutical companies and large corporations to identify and replicates best practices, lead a global and regional network for travel and meetings, influence the use of preferred travel and meetings organizations, manage projects to implement best in class practices at the local, and regional and/or global level, Develop and implement strategic programs to consolidate and integrate GTMS regionally and globally GTMS implementation leadership - business leader for the deployment of our travel agency and global and regional meetings agencies to affiliates in EMEA. Act as liaison between the agencies and the affiliate for communications, change management, contract execution, implementation and measurement, lead implementation activities during the rollout of policy, procedures and technology changes GTMS operational excellence - provide strategic direction that aligns with Lilly’s corporate needs, identify and implement improvements to processes that are more efficient and/or more compliant, proactively utilize industry trends and benchmarking to improve, influence the use of technologies to increase efficiencies and productivity, encourage and manage changes to travel and meetings management as the industries change Compliance administration - policies and procedures, build control into travel and meetings processes, monitor and audit processes

Management: • Managed multinational customer service teams of 17 associates, including France, Italy, Scandinavia, Finland, Germany, Hungary and UK • Supported team through RCI to ICE migration • Implemented new processes and activities as per business requirements • Supervised and coordinated day to day cover for each markets (phone and off line tasks) • Acted as part of the escalation process for operational issues Compliance: • Ensured accuracy of travel bookings and customer details • Supervised input and process of credit card details in system as per company and legal regulations Coaching and development: • Coached associates through implementation of PSL • Managed team’s KPIs • Provided regular feedback and coaching to associates • Maximised sales revenue and conversions Communication: • Maintained high quality relationship with associates, peers, senior management, other departments and third party providers • Represented the company with suppliers • Delivered training and presentations to associates, peers or senior management Projects and goals: • Streamlined procedures across all European markets • Created training material • Organised cross training between markets to improve support and meet SLA • Continuous improvement of processes and procedures to increase efficiency Team KPIs: Productive time, Service levels, Talk time, Offline tasks productivity, Customer care and administrative queues, Call monitoring

Management: • Managed multinational customer service teams of 16 employees, including Italy, Scandinavia, Finland, France, Germany and Hungary • Set team and individual goals in line with company objectives • Developed specific action plans and timelines to achieve team objectives and associates development • Seek out knowledge, information and support to accomplish objectives • Held self and others accountable to expected performance results, policies and procedures • Developed and used systems, reports to organise and manage KPIs • Looked for ways to improve processes and productivity Communication: • Communicated clearly and openly with associates, peers, senior management, local offices and third party providers • Helped others understand and support business objectives Decision making: • Supported and promoted unpopular decisions • Empowered team members to make decisions • Discovered information and made timely and informed decision Coaching and development: • Provided regular feedback and coaching to associates • Created a learning environment • Involved others in decision making and projects • Encouraged collaboration within the team, department and organisation

• Proficient in booking flights, car hire, hotels, cruise, travel insurance, transfers and packages • Detailed knowledge of the travel industry and partner companies • Conversions, cross sell and upsell opportunity expertise • Answer and handle calls promptly and efficiently • Ensure booking accuracy • Meet weekly targets • Process and procedural flexibility • Keep up to date with RCI policies and procedures

• Handled bookings • Administrative tasks (billing, rooms planning, housekeeping planning) • Greeting clients • Housekeeping • Waitressing