Philippe HANNUNA

En résumé

Entreprises

• HEC Paris Executive Education - CRM COURSE Teacher

  Jouy en Josas 2012 - maintenant I have Created, and I manage the new CRM Cursus for 3rd year Students, introducing Real-Life Customer Experience to our future International Managers.

• PH Conseil - Expert

  Bordeaux 2007 - maintenant
  For Pixmania www.pixmania.com , acting as the Customer Care Director, I challenge and put in place a new C; Care environement, including Organization, Tools and Processes
  For Saint Gobain Group, I designed and put in place the new CC Organization Processes & Tools for the group New Ecommerce site www.outiz.fr
  For Nestlé Group (Vevey, Swiss) www.special-t.com , I control and secure the deployment of a new outsourced Customer Care Structure, CRM, C.C Processes, Call-centre Environment and specific tools.
  For Vodafone Group (Newbury, UK) www.vodafone.com Acting as the Broadband Customer Care Practice leader from April 2007 to July 2009. Supporting Vodafone in the deployment of broadband services across Europe and Emea. In charge of the Broadband Customer Care strategy, and Operations setup.
  For Groupe Lucien Barriere (Barriere Interactive Gaming Ltd.- Gzira, Malta) Acting as the Customer Care Practice leader from August 2008 (active position). Supporting BIG in the deployment of Online Gaming support services across Europe. In charge of the Customer Care strategy, and Operations setup in Malta and Off-shore.
  For Bouygues Telecom (Issy les Mx. France) Advisor for Broadband Customer Care Practice.
  For Noos/Numericable (Ypso Champs/Marne, France) Acting as a Customer Care Expert and COO Adviser to overcome customer and media crisis in early 2007 and Customer Care Manager for Completel/Altitude throughout 2012.
  For Tele 2 (Velizy, France), auditing the customer Care Strategy and operations, at the occasion of merging with SFR.
  For Webhelp (Major French C.C. Outsourcer), building the business case for “Homeshoring” activity
  And various other customer care consulting actions in France and Europe

• LibertySurf Tiscali Telecom Italia - Board member

  1999 - 2007 Co-founder of Libertysurf group in early 1999, I contributed to the company board of directors for nearly eight years, with various executive positions, such as CEO Advisor, CTO and Customer Care Managing Director.
  I followed the company through successive acquisitions by Tiscali and then Telecom Italia. In 2006 I was responsible for a budget of 45 M€.
  • I started and ran European subsidiaries C. Care structures, operating Call-centres in London , Belfast, Barcelona ,Madrid and Berlin;
  • As the Customer care and Billing Manager, I defined and carried out C. Care strategy, I was responsible for end-to-end customer processes, from subscription, account management, billing, invoicing and cashing, retention up to cancellation. Following my “excellence” experience, I introduced Service quality concepts such as Call Avoidance Strategy and First Call resolution with dedicated KPIs. I was also in charge of CRM tools specification and choice, through custom development and Siebel implementation.
  • As the managing Director of the Call Centre subsidiary (Tiscali Contact), I maintained In/Out sourcing balance. I was a precursor in off-shoring with the first ISP Back-office in Bucharest in early 1999 and the first ISP Moroccan Call centre in Rabat in 2000. This Moroccan off-shore plant together with the recently established Fez centre employ around 700 people today.
  • As a member of the Executive Committee, I controlled the Customer Care strategy and took part in the strategic choices of the company, Marketing or Technological, and spread an “excellence” policy throughout the group. To this end, I created in early 2002 the first ISP Mediation structure “Le Mediateur”.

Formations

Réseau

• Alexandre FLEURY

• Arnaud NAVARRO

• Corinne DE NEVE MAJOR

• Cyrille FEHRENBACH

• Marc LANGLOIS

• Risha MALHOTRA

• Rodolphe KAYSER

• Sergine DUPUY

• Yves BOURGEOIS