Responsible clientelling applications: - iOS and Salesforce Sales Cloud based application for customer 360 view, customer tracking and interaction, and in-store operational management - Salesforce Sales Cloud based application for in-store customer data captureResponsible for Customer Service applications: - Salesforce Service Cloud

Experience summary:▪ Customer RFP answer▪ Preparation and leading business and technical workshops▪ Leading immersion sessions, key stakeholder interviews▪ Solution / system assessment▪ Business process definition and ideation▪ Requirement gathering and analysis▪ Functional design documentation and interface mapping▪ Management, coordination and project follow-up (international context)▪ Developers team and development follow-up, defect analysis and fixing, test realization▪ Salesforce system configuration, demo and key user training▪ Relationship management with the client and software providers▪ Internal resources ramp-up and managementProjects at Accenture:▪ For Eurovia-Vinci, responsible of SAP RSH & SAP Asset Manager deployment for maintenanceprocesses▪ For Danone, scoping responsible for Salesforce Service Cloud deployment in customer care agencies▪ For Eurovia-Vinci, consultant in an agnostic assessment to define the IT landscape digital transformation▪ For Essilor, design responsible of an HR portal and app launcher via Salesforce Community Cloud▪ For CMA-CGM, scoping consultant in a Salesforce Service Cloud deployment for customer care agencies▪ For Article 1 (non-profit), design responsible of the Fundraising team tool on Salesforce Sales Cloud▪ For Coty, responsible of the extension of Klee Sales tool in 15 countries to support Sales team▪ For Neopost, Business Analyst in the deployment of Salesforce Service Cloud (and Service Max) withan SAP integration to manage field maintenance.Tools: Proficiency in Salesforce.com (Service, Community, Sales, Non-Profit), SAP S/4 Hana (RSH, PM, SD),SAP Asset Manager, Klee Sales, Jira.

Summary:4 years in customer experience, process refinement and digitalization, solution deployment (delivery & operation), with extensive experience in CRM Salesforce (scoping and integration): Customer Care, Sales and Human Resources.Industries: - Manufacturing Technology; Beauty retail; Non Profit Organization; Freight Forwarding; Equipment Industry; Construction; Consumer goodsExperiences:- Customer RFP answer- Business and technical workshops preparation, participation and leading (design thinking methodology)- Solution / system assessment- Leading immersion sessions, key stakeholder interviews- Business process definition and ideation- Requirement gathering and analysis- Creation and update of functional design documentation and interface mapping- System configuration- Management, coordination and project follow-up (international context)- Developers team and development follow-up, defect analysis and fixing, test realization- Solution/system demo- Key user training- Relationship management with the client- Relationship management with software providers- Internal resources ramp-up and managementProjects participation summary at Accenture:- Deployment of a new CRM tool (Salesforce) with an SAP integration to manage field maintenance- Extension of a sales CRM tool (Klee) in 15 countries following a acquisition to support Sales Representative activities- Deployment of a new CRM (Salesforce) tool following a merge to support Sales Representative activities- Deployment of a new CRM service tool (Salesforce) to support customer care processes worldwide- Creation of an HR internal community portal and app launcher (Salesforce)- IT landscape digital transformation definition- New CRM deployment (Salesforce) and digital transformation to support activities of call center agentsTechnologies:- Salesforce.com (Service Cloud, Community Cloud, Sales Cloud) - Klee Sales- SAP SD, S/4 Hana- ServiceMax

Web turnkey service for barbecue organizationTools: Magento, Trello, Photoshop, Lightroom, Premier Pro- Realization of a feasibility study and concept viability - Redaction of requirements and functional specifications - Developer management and coordination for website implementations - Preparation of start-up contest cases - Creation of communication media (press release, flyers, menus, videos) - Social media management- Organisation of events and prospection of clients and owners