Paris Area, France
- Current
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- Customer Operations Director at Govoyages
- Operations Manager Northern EMEA at Expedia
- Operations Manager at Expedia France
- Past
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- Contacts centers manager and Trafic manager at LCL
- Operations Manager at NOOS
- Financial project manager at TOTAL
- Customer Service Project Manager at SFR
- Financial Reporting Consultant at Business & Decision
- Recommended
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13 people have recommended Ludovic - Connections
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500+
connections
- Industry
- Leisure, Travel & Tourism
- Websites
Ludovic PHILIPPO’s Summary
Over the course of a diversified 18-year career, Ludovic Philippo has held management & operational positions in online travel, retail banking, internet and telecom providers, oil & energy, and business intelligence.
Since September 2009, Philippo is Customer Operations Director, developing Telesales and Customer Service strategy at GoVoyages online leader for flight ticket sales.
From March 2007, Philippo was Operations Manager France of Expedia. Under his leadership, France increased scores in Net Promoter Score and telesales performance. Philippo was actively participating in the development of telesales strategy, world class operations within Expedia EMEA operations team (multi-site and multi-skill organization, virtual call distributions, datawarehouse definition for offline business, cost reduction, standard of process and quality management).
- Philippo was Director of the Paris Call Center & Planning Manager at the retail bank, Le Crédit Lyonnais (LCL), handling all inbound calls from the national Internet web site as well as 20% of the calls from all branches of the LCL Network where he ranked #1 call center in terms of sales, from 2003 to 2007. Prior to that, as a consultant, for LCL, he developed distance banking solutions and launched a pilot virtual call center between 2002 and 2003. As a project manager he has built 6 call centers for the LCL.
Between 1996 and 1998, Philippo worked for Total (oil & energy), where he managed a team of 7 and was in charge of Global Financial Reporting IT Tools. He has developped the tool used today to consolidate 150 P&L accross the world. Prior to that, he worked for Business & Decision, a business intelligence agency, where he focussed on the implementation of financial reporting and customer service IT tools.
He sits on the Board of the AGORA, a professional organization grouping Managers from Call Centers and Customer Services.
Ludovic PHILIPPO’s Experience
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Customer Operations Director
Govoyages
(Privately Held; Leisure, Travel & Tourism industry)
September 2009 — Present (4 months)
Managing sales and customers experience for the brands Govoyages and Govolo, B2C, B2B and private label.
http://www.govoyages.fr and .com
http://www.govolo.com including Italy, Spain, Germany, Netherland, Portugal, Belgium -
Operations Manager Northern EMEA
Expedia
(Public Company; EXPE; Leisure, Travel & Tourism industry)
April 2009 — Present (9 months)
Building world class service for FR, UK, IE and scandics
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Operations Manager
Expedia France
(Public Company; EXPE; Leisure, Travel & Tourism industry)
2007 — Present (2 years )
Operations and Internet Expertise with E-commerce, E-tourism, Retail bank and Telesales strategy.
Defining world class requirements for operations to drive efficiency, customer experience, customer satisfaction and loyalty through customer support services and sales call center. -
Contacts centers manager and Trafic manager
LCL
(Privately Held; 10,001 or more employees; Banking industry)
January 2002 — February 2007 (5 years 2 months)
Manage call center project
Follow-up of operations and Work force management
Define and set-up of a virtual call center :
- 6 contacts centers, 600 agents, 800 000 calls per month)
- KPI's definition, Workforce optimization
- Call distribution on skills
- IVR implementation and telesales strategy -
Operations Manager
NOOS
(Privately Held; 501-1000 employees; Telecommunications industry)
January 2000 — December 2001 (2 years )
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Financial project manager
TOTAL
(Internet industry)
1997 — 2000 (3 years )
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Customer Service Project Manager
SFR
(Privately Held; 5001-10,000 employees; SFR; Telecommunications industry)
1995 — 1998 (3 years )
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Financial Reporting Consultant
Business & Decision
(Public Company; Internet industry)
1994 — 1996 (2 years )
