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Helene ROLLAND

Paris

En résumé

Customer Service Manager with over 20 years experience implementing and operating call centers in a Business Process Outsourcing and corporate environment. Managing service delivery to meet operational and service level agreements. Developing and managing teams in an international environment. Managing relationships with key customers.

Skills :
Business Process Outsourcing
Customer Service Management
Call Center Management
People Management, Coaching, Intercultural Management
Project Management
e-learning

Mes compétences :
Project Management
Intercultural Management
Coaching
Business Process Outsourcing
People Management
E-learning

Entreprises

  • Accenture - Contract Delivery Services Manager

    Paris 2011 - maintenant Responsible for service delivery operations. Manage all service management activities on behalf of the delivery organization. Accountable for commitments made on behalf of Accenture to the client, including service level agreements, and demand and cost of delivery. Interact with the Outsourcing Account Delivery team, clients, delivery groups and Service Delivery teams responsible for delivering work to the client.

  • Accenture - Customer Service Manager

    Paris 1991 - maintenant 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

  • BULL SA - Analyst Business Application Development

    BEZONS 1987 - 1990 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)

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