Jean-Philippe LOUVEAUX

En résumé

Entreprises

• Symantec - Head of EMEA & Asia Pacific Telecommunications

  Courbevoie 2002 - 2007 (based in Dublin and Brussels)
  
  Symantec provides content and network security software, storage software and solutions to enterprises, consumers and service providers.
  
  Responsible for design, selection, implementation and support of telecommunications solutions (data, voice, call center services, mobile services, audio/video/web conferencing, PABX) supporting Symantec business (employees, call centers, business partners) in EMEA and Asia/Pacific.
  
  • Request for quote, vendor selection and implementation of pan-European and APAC solutions for above networking and telecommunications services resulting in major savings (10% to 30%)
  • Contribution to the development and implementation of a global policy for mobile services (phones, PDA’s and 3G cards). Development of operational procedures for the management of mobile fleets in EMEA and APAC.
  • Design and implementation of telecommunication infrastructure for 3 call centers (in Ireland, UK and The Netherlands)
  • Design, vendor selection and implementation of telecommunications infrastructure in Ireland, UK, Germany resulting from consolidation of activities and offices
  • Implementation of new digital rights management solution (to enable consumers to activate their piece of software with a keycode) in the EMEA and APAC regions

• AT&T Unisource - Vice President EMEA Customer Services

  1997 - 2002 (based in Hoofddorp – The Netherlands)
  
  The company, owned by AT&T, Telia Sweden, PTT Nederland and Swiss Telekom, offered international data and value added voice services to large multinational companies in Europe. After the withdrawal of AT&T, the company was dismantled. Part of the company was sold to Infonet
  
  Member of the executive committee, responsible for delivering on pan-European level, together with distributors, suppliers and other worldwide partners, customer facing post-sales services including account management, customer implementation, operational support (call centers) and training.
  
  • Implemented distributed business model in cooperation with partners (distributors, suppliers) and invested US $ 10 million in projects for development of tools, processes and skills enabling our distributors to deliver world class service to multinational companies
  • Restructured internal organisation (250 people, operating budget of US $ 30 million) including a major consolidation effort of 7 centers into 2 in Europe.
  • Resulting in :
  • AT&T 1998 award for highest improvement rate of operational excellence worldwide
  • improvement of customer satisfaction ratings in comparison with competitors (World Communications Award in 2000)
  • major improvement of productivity (30% in ’99, 30% in 2000 for value added voice services)
  • Started, as executive sponsor, a service development program aiming at the development of the “customer direct” (e-business) concept into a marketable product with the active contribution of 8 volunteering customers and internal experts (marketing, IT, security…)

• Europay International (Mastercard) - Product Marketing

  1996 - 1997 Contributed to the development of new procurement card, including:
  
  • Market assessment with help of external consultant (PwC UK) (estimated 2006 revenue for Europay of 329 million ECU – total market 2006 revenue of 23.8 billion ECU)
  • Writing of business case to justify investment (5.6 million ECU)
  • Selling concept to banks in Europe (Crédit agricole, Royal bank of Scotland…) willing to invest in the project

• Europay International (Mastercard) - Senior Manager, Customer Services Europe

  1993 - 1996 Responsible for delivering to customers in Europe, services related to implementation, certification, operational support, training, documentation, contractor security certification.
  
  • Contributed to post-merger reorganisation project (Eurocard, eurocheque, EPSS) with external consultant in multicultural environment
  • Achieved migration of department (45 staff) from costcenter to profitcenter (+ 40% revenue increase in ‘96)
  • Improved on time delivery of customer implementation projects (ending with 95% on time)

• Banksys - Operations Manager

  1991 - 1993 Responsible for operations of Banksys’ authorisation systems, network and applications

Formations

• IMD (Lausanne)

  Lausanne 1995 - 1995 Programme for Executive Development (1° partie du EMBA)

• Université Catholique De Louvain IAG (Louvain La Neuve)

  Louvain La Neuve 1967 - 1972 Ingénieur commercial et de gestion (masters degree en 5 ans)

Réseau

• Alain WIENCEK

• Bernadette CORNELIS

• Dominique LOUVEAUX

• Marion DUBOIS

• Patrick LHOEST

• Primlog SOCIÉTÉ