Freelancer profile translated to English.

Description

With more than 10 years of experience in digital transformation, I have led strategic projects for leading players in the public, banking, cosmetics, railway and hospitality sectors. My expertise in project management and the Salesforce ecosystem allows me to guarantee measurable results, while placing customer needs and the optimization of the user experience at the heart of each initiative.

Industry field of expertise

Languages

English
Native or bilingual
German
Conversational

Workplace preferences

Can work on-site

Paris (up to 50km)

Accor SA
Senior Digital & Data AMOA Project Manager
January 2020 - Today (6 years and 5 months)
Issy-les-Moulineaux, France
> Support for the configuration of the Salesforce CRM application intended for the management of reservations in the pre-stay and post-stay phase, for call center advisors
• Methodology: Agile
• Modules: Service Cloud / Experience Cloud
• Number of users: 1000 call center agents located on 4 continents
• Tools used: Jira, Confluence, X-Ray, Git, Visual Code
• Instances: Daily meeting, sprint review, sprint planning, sprint demo, release demo
• Problems: CTI, amazon connect, FAQ portal, release management
• Analysis of business needs → analysis of user stories and reported defects
• Definition and challenge of business and project schedules → in connection with the functional and technical stakeholders of the applications
• Management of the design and personalization of Salesforce Service Cloud & Experience Cloud environments in the Run & Build phases → (flows, process builder, workflows, validation rules, permission set, roles)
• Process optimization → mapping of user journeys, user interviews, improvement of omnichannel journeys, challenge & coordination of marketing, data and communication teams
• Management of OKRs oriented towards process optimization and cost reduction → alignment of stakeholders on business priorities
• Coordination of technical teams → technical or alignment meetings, monitoring of technical and organizational blockages
• Supervision of test activities → monitoring of the development of tests (unit/functional), automation via X-Ray
• Animation of UAT sessions → support to the business during the testing phase on the training environment
• Writing project documentation → updating the knowledge base in Confluence, knowledge sharing sessions
• Change management → animation of training modules, user support, writing user guides
Alstom,
Senior Digital AMOA Project Manager
January 2019 - December 2019 (11 months)
Bois-Colombes, France
> Support for the definition of needs and the implementation of a
Salesforce mobile solution for the management of technical incidents during the journey by
Alstom and its partners
• Methodology: Agile
• Modules: Service Cloud
• Project: Build
• Number of users: 300 users mainly based in the United Kingdom
• Instances: Daily meeting, sprint review, sprint planning, sprint demo, release demo
• Collection and analysis of business needs → scoping session, analysis of user stories
• Support for the design and personalization of Salesforce Service Cloud → management of functional configuration (process builder, validation rules, permission set, sharing rules, roles, data import)
• Optimization of business processes → mapping of user journeys, improvement of omnichannel journeys in connection with stakeholders
• Functional validation of the solution → writing unit and functional tests, carrying out end-to-end acceptance
• Change management → animation of training modules, writing user guides
L'Oréal,
Roll-Out Coordinator
January 2018 - January 2019 (1 year)
> Deployment of the Elixpedia V7 solution (Master Data Management tool) in
Germany. This solution centralizes product data.
• Methodology: V-cycle
• Number of users: 1500 users
• Deployment in Germany
• Instances: coproj, copil, UAT
• Project coordination → definition of objectives, assistance in the design of the general schedule, assistance in the definition of the human and technical resources required
• Monitoring progress → animation of coproj and copil
• Management of resources and tools → supervision of activities and monitoring of tool configuration
• Preparation and animation of test workshops → setting up and animation of functional workshops and integration tests
• Communication and reporting → regular reports on project progress, communication with stakeholders, reporting of major problems or risks, arbitration
• Change management → animation of training modules, writing user guides

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Management Information Systems
Ewha Womans University
2015
Managementdes Systèmes d'Information
HEC Preparatory Class
Ecole Nationale du Commerce de Bessières
2011
Classe Préparatoire HEC

Salesforce Adminstration 201
Salesforce
2018

Moustapha Cissé

Senior Digital AMOA Project Manager

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