Freelancer profile translated to English.
Back to original languageAbout Sabri
🚀 Senior Salesforce Consultant / CRM Product Owner with 7+ years of experience in managing complex CRM projects for major clients in the transport, telecom, insurance, and service sectors.
As an expert in Salesforce Agentforce, Sales Cloud, Service Cloud, and Experience Cloud, I have supported organizations like SNCF Voyageurs (e-SNCF / Transilien) and Orange Business Services on high-stakes projects, including AI integration in omnichannel customer/agent journeys, customer satisfaction optimization, large-scale CRM automation, IT system integration, telephony, APIs, and project governance.
I have also contributed to CRM missions in the insurance sector, gaining a deep understanding of the specific business, regulatory, and customer relationship challenges within this industry. Proficient in Product Ownership, Agile/Scrum management, scoping, delivery, and change management, I provide end-to-end support to secure projects and maximize business value.
French
Native or bilingual
English
Fluent
Italian
Basic
Can work on-site
Paris (up to 50km)
Experience
- e.SNCF SolutionsSr. CRM Project ManagerJune 2025 - Today (1 year and 2 months)Seine-Saint-Denis, France1. Managed the sales, deployment, and evolution of Salesforce & Avaya Contact Center solutions for major E SNCF accounts in complex, high-volume environments, focusing on operational performance, service quality, and CRM solution scalability.2. Led AI initiatives for SNCF Transilien, integrated into the Salesforce CRM and Contact Center ecosystem, aimed at optimizing customer journeys, enhancing agent assistance, and continuously improving key indicators (SLA, AHT, FCR), in coordination with business and IT departments.3. Defined and implemented Data & Analytics solutions (Power BI, Salesforce Analytics) for CRM and Contact Center performance management (SAR), enabling data-driven decision-making, better managerial visibility, and strategic alignment between operations, IT, and business units.4. Designed and deployed omnichannel Contact Center architectures (Call Back Assist, NICE, CMS, Call Flow, IVR), ensuring smooth customer journeys, intelligent traffic prioritization, platform resilience, and a consistent customer experience at scale.5. Managed vendor and supplier relationships, including strategic coordination with Salesforce, quote management, invoicing, framework agreements, and tenders, with the goals of cost control, contractual security, and accelerating CRM innovation.
- MEILLEURTAUX PLACEMENTSalesforce Product OwnerBANKING AND INSURANCEJanuary 2025 - June 2025 (5 months)Paris, France1. Managed the deployment of Salesforce Scheduler to optimize appointment booking and advisor productivity at Meilleurtaux Placements.2. Led the Salesforce Scheduler project end-to-end, from defining business needs to advisor adoption, focusing on customer experience and operational efficiency.3. Designed and deployed the technical architecture for the VIP offering, ensuring a premium, secure, and scalable experience.4. Managed the technical implementation of the VIP offering, including Salesforce configuration, eligibility rules, and differentiated customer journeys.
- SNCF VOYAGEURSSalesforce Product Owner - FreelanceTRANSPORTATIONMay 2024 - December 2024 (7 months)Saint-Denis, France- Led the deployment project of theAgentforce AIsolution across the contact channels of the Transilien customer relations center - a first in the Mass Transit sector in France.- Scoped the project (technical, functional, regulatory) for direct reimbursement from Salesforce - objective: improve the agent experience and optimize fine reimbursement times.- Prepared the segmentation of the Transilien-SNCF CRM, in coordination with SNCF group entities as part of the line tender process.
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Education
- Master 2 in SME/Mid-Cap Management and Digital TransformationUniversité Paris-Est Créteil (UPEC)2017Master 2 (M2), Gestion des risques financières et géopolitiques
- Master 2 (M2), Marketing, Sales, and DistributionGrenoble IAE2016Master 2 (M2), Marketing Vente et Distribution