Freelancer profile translated to English.

Description

Salesforce Certified (4 certs), I combine technical expertise (Service Cloud, Flows) and business approach to deliver solutions tailored to your needs. My goal: automate your processes and boost your productivity. Available immediately for remote or on-site assignments.

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km), Nantes (up to 10km)

ACCENTURE
Salesforce Business Analyst
AUTOMOBILE
March 2022 - April 2025 (3 years and 1 month)
Paris, France
Mission: Continuous improvement of Salesforce Service Cloud through the analysis and implementation of Business Requirements (BR), aiming to optimize business processes and automate workflows.
Key achievements:

✅ Advanced automation:
Design and deployment of Assignment Rules for intelligent lead/opportunity distribution.
Configuration of Email Alerts & Notifications to streamline internal and external communication.
Development of Flows (no-code business process automation) to reduce manual tasks.
Creation of Validation Rules to ensure data quality.

✅ Data optimization:
Redesign of Picklists to standardize fields and improve user experience.
In-depth analysis of the AS-IS platform: audit of configurations, existing automations, objects, and fields involved.
Mapping of integrations and dependencies to identify friction points and improvement opportunities.

✅ Documentation and modeling:
Creation of conceptual diagrams to clarify object management and their relationships.
Generation of flowcharts to visualize and optimize business processes.

Skills used:

Functional and technical analysis (Salesforce).
Automation (Flows, Validation Rules, Assignment Rules).
Collaboration with business teams to translate their needs into technical solutions.
Clear and visual documentation (diagrams, flowcharts).

Results:

Time savings and error reduction through automation.
Better platform adoption by users (optimized UX).
Alignment of Salesforce processes with business objectives.
SOQL & HTML/CSS: Requêtes & analyse des données Salesforce/Personnalisation de pages Visualforce/LWC Analyse, amélioration & automatisation des processus métiers Analyse des processus : Cartographie AS-IS/TO-BE, audits SLAs, Diagramme de flux des processus Configuration : Service Cloud (Email automation, Entitlements, Flows, Milestones, Validation rules) Automatisation : Flows (Screen, Scheduled, Autolaunched), Process Builder
Accenture
Salesforce Business Analyst
AUTOMOBILE
March 2022 - April 2025 (3 years and 1 month)
Paris, France
Evolution of the CCCM module (Country Customer Care Management) - Salesforce Service Cloud

Mission
Leading the evolution of the CCCM module to optimize international customer service management (20 countries), aligning business processes with Salesforce best practices and local operational needs.

Main achievements

✅ Workshop facilitation
Organization and facilitation of collaborative workshops with central and local teams to gather needs, identify pain points, and define priorities. Co-construction of solutions with end-users to ensure effective adoption.

Process optimization
Analysis of impacts and redesign of key module components:
Adaptation of layouts to improve user ergonomics
Harmonization of translations and multilingual fields
Optimization of queues and assignment rules to speed up case processing
Configuration of SLAs and business hours according to country specifics
Automation of case creation via Mail2Case

✅ Project management
Structured project monitoring, milestone tracking, dependency identification, and anticipation of impacts on integrated systems.

✅ Documentation
Creation of clear functional and operational materials to facilitate onboarding and skill development for teams.

✅ Skills used
International project management, functional analysis, workshop facilitation, Salesforce configuration (Queues, Assignment Rules, SLAs, Mail2Case), functional and technical documentation.

Results
Standardized processes internationally, measurable improvement in customer service efficiency (reduced delays, automation), and better performance visibility through structured documentation.
4CAD Group
Junior Salesforce Functional Consultant
MECHANICAL ENGINEERING
February 2020 - December 2021 (1 year and 10 months)
Nantes, France
Client: Anjou Cordage: Sales Cloud Configuration
Context: Implementation of the Service Cloud Platform

Main achievements:
Client interviews and workshops, presentation and definition of the Salesforce CRM solution.
Analysis of client needs
Development of specifications, functional design, and configuration
Creation of technical deliverables for configuration and specific development batches
Ensuring unit testing of configurations and developments and supporting Key Users in testing
Training Key Users
Providing assistance during Go Live
Data migration inherent to the project