Andre PHILIP
Sartrouville,78
Summary
A self-managed and results-driven professional committed to providing exceptional customer service through in-depth problem-solving and strong communication skills. Striving to develop and implement strategies that support customer retention, satisfaction and product sales.
Overview
18
18
years of professional experience
Work History
Service Manager, Advanced Services
Juniper Networks
Neuilly-sur-Seine
07.2020 - Current
- Responsible for managing service level agreements with customers and external service providers
- Responsible for the Contract Renewal by working with The Renewal Team and The Account Team also promoting our products and services
- Conducting presentations to customers and presenting the QSR (Quarter Service Review)
- Focal Point of contact to my customers for all service activities and especially during Incidents and crisis.
Incident/Problem Manager, Service Management
Transatel NTT Company
Puteaux
08.2019 - 07.2020
- Handling all service activities for our IOT/MVNO/MVNE Customers
- Managing all critical escalations by engaging the right Teams and coordinate the activities until resolution.
Senior Advisor, Account Services Management [Middle East, Africa & Eastern Europe]
DELL Technologies- Egypt
04.2011 - 07.2019
- Global Escalation Manager/CSM for Eastern Europe, Middle East and Africa Region, handling all the customers and managing the Escalations for all the products
- Coordinates activities with Account Personnel from Sales, System Engineering, Professional Services, and Customer Service to ensure all customer needs are met
- Acts as point of escalation for front line issues and concerns on specific problems relating to assigned region or country and takes responsibility for ensuring follow up and fault resolution
- Advocates on behalf of the Customer ensuring a superior DELL EMC experience.
Team Leader Customer Support
DELL Technologies
09.2009 - 04.2011
- Established the First Customer support Team in Egypt from scratch along with three other Team Leaders
- Leads and manages a Team of Engineers and non-Engineers supporting worldwide clients
- Evaluates the performance of team members, monitoring the KPIs and conducting appraisals
- Handles conference calls/meetings with Global management on weekly and monthly basis to discuss the performance of the team and the ways to enhance the processes.
Problem Expert/Manager
Orange Business Services
01.2006 - 08.2009
- Leads and manages a team of Engineers performing fault management, monitoring and troubleshooting of worldwide Networks (WAN)
- Monitors the KPIs, the performance of the team and making reports to be delivered to the management
- Responsible for the scheduling/Trainings and roster.
Education
B.Sc. Electrical Engineering: (Telecommunications/Electronics) -
MSA University Egypt/ Valid Certificate From Greenwich University UK
06.2005
High School Diploma -
French School College De La Salle (Freres)
06.1999
Skills
- Customer satisfaction measurement
- Service Delivery Optimization
- Client Retention Strategies
- Sales and After-Sales Support
- Contract Management
- Decision-Making
- Customer Success
- Conflict Resolution
- Excellent Communication Skills
- Strong Leadership Abilities
- Problem-Solving and Decision-Making Skills
Languages
French
Perfect command of both written and spoken
English
Perfect command of both written and spoken
Arabic
Perfect command of both written and spoken
Business Profile
A self-managed and result-oriented Service Manager with wide experience in Escalation Management, Customer Support Management, Problem Management, Account Management, People Management, Technical Support and Client Relations.
Certifications And Courses
- Certified Information Storage Management (ISM)
- Certified Information Technology Infrastructure Library (ITIL) foundation version 3
- Cisco Certified Network Associate (CCNA)
- Certified French Language Diploma : Le Conseil d’Administration de L’Alliance Française, France
- Project Management Professional (PMP) Course Attended 35 credit hours accredited from PMI USA
- Lean Six Sigma-Yellow Belt Fundamentals, Attended workshop on the 20th Sept 2010 in Cairo DELL EMC COE
Personal Information
- Citizenship: Egyptian
- Date of Birth: 05/22/1983
- Marital Status: Married
- Work Permit: Valid
Business Trainings
- Dubai, UAE - DELL EMC Oct 2019 & Feb 2015
- Manchester, United Kingdom – DELL EMC Mar 2012
- Cork, Ireland – DELL EMC April and Oct 2011
- Paris, France – DELL EMC Sept 2011
Awards
- Silver Award: Nominated by Regional Service Director for High Profile Escalation Management.
- Certificate of Recognition: For being a part of the initial team that established DELL EMC COE in Cairo.
- Build Trust - Create Customer Success. Award received at Juniper Networks
Hobbies and Interests
- Football
- Swimming
- Travelling
- Jogging
References
Available upon request
Timeline
Service Manager, Advanced Services
Juniper Networks
07.2020 - Current
Incident/Problem Manager, Service Management
Transatel NTT Company
08.2019 - 07.2020
Senior Advisor, Account Services Management [Middle East, Africa & Eastern Europe]
DELL Technologies- Egypt
04.2011 - 07.2019
Team Leader Customer Support
DELL Technologies
09.2009 - 04.2011
Problem Expert/Manager
Orange Business Services
01.2006 - 08.2009
B.Sc. Electrical Engineering: (Telecommunications/Electronics) -
MSA University Egypt/ Valid Certificate From Greenwich University UK
High School Diploma -
French School College De La Salle (Freres)