Helene Dumas

Sales Support Manager ( Sept 09 to date)- BPO Shared Services Support Center
Responsible for BSS SC Service Planning which includes updating Solution Model and Contract Schedules and managing the Sales Pipeline
Responsible for maintaining/enhancing Sales Support materials
Responsible for ensuring compliancy of processes with Accenture Data Privacy Policies


Customer Service Manager ( Sept 05 - Sept 09 ) - BPO Shared Services Support Center
Managing 3 call centers in Europe ( UK and Poland) that provide phone and email support to Accenture customers across BPO offerings: HR, Finance & Accounting, Procurement and e-learning.
Supervising a team of 20-25 individuals, setting their objectives and monitoring their performance
Directly accountable for meeting/exceeding the customer service level agreements.
Involved in managing the customer relationships and the resolution of sensitive/complex customer issues
Established a new support center in the Warsaw Delivery center in Poland – responsible for supporting customers in 6 languages

Customer Service Manager (April 97 – Sept 05) – People Enablement Support Center
Manager of the EMEAI Support Center. The team provides technical phone support – in English – to large Accenture customers and consultants in EMEAI on Accenture Core Methodology ( Business Integration Methodology) , Case Tools (FOUNDATION for Cooperative Processing ) and Learning Assets ( e-learning web site, Computer Based Training)
Supervised a team of 10 Product Support Specialists of different nationalities
Set and monitored team quality and productivity performance targets
Staffed team members on temporary chargeable customer assignments
In charge of “Premium Support customers”– acted as dedicated contact and performed on-site visits to present new product features and Product Support offerings

Product Support Specialist (September 95 – March 97) – FOUNDATION Support Center
Product Support Specialist for FOUNDATION for Cooperative Processing (FCP). Provided phone support - in English – to European customers
In charge of “Premium Support customers”– acted as dedicated contact and performed on-site visits

Software Engineer on Client/Server Case Tool – FCP UNIX Server (Jan 94 – August 95) –FOUNDATION Development
System test Design, Planning and Execution on UNIX servers and Windows clients including stress test and robustness test design. Coordination of testing with the client development team located in Chicago, United States. Programming of UNIX server in C language.
Update of problem tracking system.

Software Engineer on Host-based Case Tool - INSTALL/1 for BULL (Jan 91 - Dec 93)- FOUNDATION Development
Functional and Technical Design, programming in COBOL for the Host Base case tool INSTALL/1 for BULL

Analyst, Business Application development ( Nov 87 – Dec 90) – Software Development Center – BULL S.A
Detailed Design, acceptance test of the applications, deployment and user training on Business Process Applications (Finance & Accounting, After-sales).
Customization and deployment of the applications to the European subsidiaries of Group BULL (Spain, Netherlands)