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David DUFRESNE

Paris

En résumé

David Dufresne is a senior manager, affiliated with Accenture's Consulting group based in Kuala Lumpur, Malaysia. He is a member of the Communication, Media, and Technology business unit. His focus has moved from the planning, design and implementation of contact center/Voice architectures on large engagements to the Delivery area of BI and Analytics, now helping our leaders to develop their IT strategies.
He has significant experience in the program and delivery management of large international implementation projects accross multiples workforces.
He speaks and writes fluently in French and English, and communicates in Spanish.

Mes compétences :
Delivery management
Télécoms
Direction de projet
Serveurs vocaux
Assurance
Outsourcing
Offshore
Centres de contacts
Services Mobiles
Information Technology
CTI
Gestion de la relation client

Entreprises

  • Accenture - Consulting Lead for Field Force Transformation and IoT

    Paris 2016 - maintenant Regional accountability for structuring the sales joint Nokia and Accenture value propositions, and creating, developing and animating the practice in APAC
    - Manage all Field Force opportunities with a deep focus on our Analytics capabilities, and shape the value proposition around the insights and their values in the overall business cases
    - Build an IoT capability lab in Australia within the Communication industry developing several use cases to help CSPs turn to Digital Service providers and support client engagements leveraging internal and external technologies (Cloud IoT platforms, NB-IoT)
    - Develop Liquid Workforce capability

  • Accenture - Digital Lead

    Paris 2014 - maintenant Implementation of a Company Datawarehouse and Enterprise Planning management solutions to support the Finance transformation and enable a global corporate data analytics system based on the new SAP HANA technology.
    Directing the program delivery.

  • Accenture - CIO cabinet office director

    Paris 2013 - 2014 One of the leading mobile operator in France contacted Accenture to act as the office cabinet for the newly appointed CIO to implement his IT transformation strategic plan:
    - Assist in the organization of the IT change management (communication & marketing), preparing in particular the presentation of the new IT strategy
    - Support the deployment of the first IT strategy initiatives optimization within the IT organization (new operating model, review of the delivery model, testing phase, revamp of the end-to-end project delivery)
    - Challenge the new strategic targets, enrich and/or contribute to the new processes
    - Definition of the governance and management of the Transformation program. Cross-program assistance

  • Accenture - CRM solution architect

    Paris 2013 - 2014 - Solution assessment of Workforce management solution
    - Define employees management strategy
    - Presentation of the recommended scenarios to the client Executive Board

  • Accenture - Delivery lead in Sales & Souscription domain

    Paris 2012 - 2013 Manage the application delivery and operations for the Sales domain of one of the leading mobile operator in France.
    The scope covers some highly business critical applications direcly impacting the sales.
    Delivery operated by a multi-site team of about 90 individuals.

  • Accenture - IT Delivery manager in Selfcare

    Paris 2009 - 2012 In charge of the delivery of Application Development work in an outsourcing / offshoring client context.
    Manage a delivery team of about 100 multi-skilled, international resources.
    Lead an IVR transformation program from a package solution to an open source JBoss-VXML custom suite.

  • Accenture - Senior Consultant specialised in CRM solutions

    Paris 2004 - 2010 References:
    Different projects in France, UK, Italy and Maroco.

    Experienced in outsourcing and offshoring in international contexts.
    Experienced in telephony, contact centers, and self service applications.

    Certified as a Cisco Customer Voice Portal Account Manager.
    Certified on Genesys solution (GVP, Genesys suite).
    Skilled on Alcatel, Nortel, Avaya solutions in telephony and contact center.

  • Center for Information and Communication Sciences - Graduate assistant

    2003 - 2004 • Instruct students in laboratory activities and completion of the Cisco Networking Academy Program.
    • Assist faculty with research projects and various academic activities.

Formations

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