Freelancer profile translated to English.
Back to original languageAbout Wissem
IT Project Manager specializing in CRM and IT infrastructures, with expertise in IT project management, IT system integration, and digital transformation.
Experienced in IT system architecture, cloud infrastructure deployment, and Agile/Scrum methodologies, I manage complex projects ensuring system performance, security, and optimization.
Leadership, cross-functional coordination, and continuous improvement are at the core of my approach.
French
Native or bilingual
English
Fluent
Arabic
Native or bilingual
Can work on-site
Paris (up to 50km)
Experience
- SFRIT Project Manager - Cross-functional and Customer JourneysTELECOMMUNICATIONSJuly 2023 - Today (2 years and 11 months)Paris, FranceAchievements: Optimization of FTTH customer journeys and issue management- Make FTTH customer journeys reliable and secure, and gain flexibility
- Scoping and categorization of different needs related to customer journeys, order and delivery of FTTH offers
- Review and improvement of the FTTH customer journey based on the life plan and issues collected from customer service.
- Support for business project managers on the evolution of the following journeys:
* Migration of customers to new FTTH offers, primarily securing the migration of customers with copper (DSL) offers* Improvement of the eligibility test module on the SFR and RED website, for potential customers' addresses, to FTTH offers* Introduction of the new customer journey with "self-install", to install their internet box autonomously.- Audit on the management and processing of incident flows to address 2 priority issues:- Optimize incident processing times
- Limit incoming flow (mainly on fixed offers)
- Audit scope: process, tools, management, and resources
- Issue management:- Scoping and validation of issue requirements
- Solution validation, rough cost estimation, and monitoring until production deployment
- Processing of all issues reported by the customer experience team
- Anticipate friction points in the B2C committee
- Optimize supervision processes
>> Environment: SelfCare, Online Store, Advisor Tools, IVR, SMS, PFS, IPTV, FTTH, ADSL, 5G BOX, IPE (ARCEP) - LA BANQUE POSTALE - BFIProject Manager in Digital Transformation, CRM, and TelephonyBANKING AND INSURANCENovember 2022 - June 2023 (8 months)Paris, FranceAchievements: Optimization of the relational model and customer experience
- Definition of customer and employee journeys
- Descriptions of pain points and complexity factors
- Alignment of resources and channels used with the expected quality of service
- Level of flow management and existing statistics
- Proposals for improvement and optimization of processes, journeys, or equipment and flow management, or even a new model
- Proposal for a roadmap for optimizing the telephony system or the new model:
- Short term, by recommending the implementation of systems to improve service quality- Medium and long term, by providing decision-making elements regarding the strategy to adopt to replace the existing solution: interconnections with business tools and automation.>>Environment: Contact, CRM Coheris, MS Teams, telephony, IVR - YOOTEL TELECOM BUSINESSCross-functional Architect, Project Manager in Digital Transformation, CRM, and VoIPTELECOMMUNICATIONSJuly 2017 - October 2022 (5 years and 4 months)Paris, FranceAchievements:
- Implementation of an IP Centrex and CRM Call Center platform in the Cloud
- Design of the IT system architecture, management of developments and integration.
- Design of automation for ordering and delivering services (automation, provisioning, billing, and support)
- Digitalization of commercial prospecting: Website redesign with CRM connectors, landing pages, mailing, etc.
Missions:- Evaluate the relevance of projects, their overall consistency with the target architecture and the IT system.
- Develop the functional and application mapping of the information system.
- Define evolution and simplification scenarios, integrating organizational, contextual, regulatory, and target architecture constraints.
- Define and administer the IT system's functionality: repositories, rules, procedures, and standards.
- Study, monitor, and implement the architecture of various platforms for solutions and services: IP Centrex, CRM Call Center in the Cloud, as well as the Information System.
- Feasibility study, planning, and functional requirements specifications.
- Design of the architecture and selection of technological solutions.
- Contribute to internal development: Competitive intelligence and contribution to offer development, support for employees in their professional development.
- Responsible for contractual commitment, budget, and delivery to clients.
- Management of responses to tenders and pre-sales.
- Cross-functional management of Agile integration and developments: Website redesign with prospecting digitalization, CRM, Crystal IT system, and end-to-end automation.
>> Tools: MS Visio, Ms Project, Mantis Bug Tracker>> VoIP Solutions: CRM Cloud, IP Centrex, SBC for businesses, CISCO, MS TEAMS, SBC, Grandstream UCM, SIP, SMS, vTiger>> Clients: iQera, Elior, LECLERC, Royal Air Maroc, Tunisair, Webhelp, Orange, Ooredoo
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Education
- MBA E-BUSINESSESG PARIS2007Marketing Digital, Gestion de projet, E-Commerce
- Master in TelecommunicationsSup'Com2006Télécommunication, VoIP, Radio Mobile, Internet, Réseaux Télécom
Certifications
- ITIL V3EXIN2010
- PRINCE2 FoundationAPMG2011