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Ihsane Hammoumi

Service manager

237 followers

Paris, Île-de-France, France

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Timeline
About me
Quality Service Manager
Education
- Faculté des Sciences et Techniques - UBO
  -
  Bachelor's degree of Science engineering sciences
- Université Paris-Est Marne-la-Vallée
  -
  Master's degree technology and telecommunication techniques
- Grenoble Ecole de Management
  2021 - 2022
  Certification Parcours excellence client
- Université de Montpellier
  -
  Higher National Diploma network and telecommunication
- Université Paris-Est Marne-la-Vallée
  -
  Master 2 (M2) Information Technology
Experience
- Orange
  Sept 2015 - Nov 2019
  Service manager
  Supervised and managed incidents and crisis in real time with internal and external stakeholders.Managed the communication for customer service and top management regarding the impacts.Managed relationships partners.Setting up tools (robots, alarms) to monitor the services.Implemented Agile methods and visual management tools.Planned and published metrics to analyze the quality of the serviceGood knowledge of technical architecture netwrok and IT.
- Orange
  Jan 2020 - now
  Service Quality Manager
  Capture customers feedbacks, identify and prioritize pain points.Manage complex action plans with stakeholders (experts, marketing, Project team, customer service) in order to fix issues.Make deep analysis with the collected data with tableau and Power BI.Measure the benefits according to the technical indicators and satisfaction through NPS.Achieve continuous improvement of the service by providing assistance to the supervision and Customer service.Organize a business review to share information and give updates on action plans. Show less
Licenses & Certifications
- ITIL® v3 Foundation
  Altran
  Oct 2020
- Professional Scrum Product Owner I (PSPO I)
  Scrum.org
  Dec 2023

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