Freelancer profile translated to English.
Back to original languageAbout Yvette
With over 8 years of experience in customer relationship management, I am now pivoting to a new career as a Salesforce consultant. I possess all the necessary skills to manage the AMOA (Application Management Outsourcing Assistance) aspect of Salesforce project management, as well as the complete administration of the platform.
French
Native or bilingual
Can work on-site
Paris (up to 50km)
Experience
- Culligan FranceSalesforce Support ReferentNovember 2023 - Today (2 years and 7 months)Versailles, FranceUser Support & Assistance
- Responsible for user support and adoption of sales and signature tools (Salesforce, DocuSign).
- Assisting users in the implementation and use of electronic signatures with eSignature.
- Managing user requests and incidents in compliance with internal processes.
- Establishing and managing a support roadmap.
- Monitoring teams during hypercare phases after each integration/deployment.
- Managing and tracking ticketing activity via Freshdesk and ServiceNow.
- Managing and tracking anomalies in coordination with technical teams.
Analysis & Continuous Improvement- Collecting and analyzing business feedback to identify areas for optimization.
- Managing the backlog (Jira) and writing user stories.
- Facilitating business workshops, gathering requirements, and functional scoping.
- Writing test cases and managing acceptance testing phases.
Training & Documentation- Organizing and conducting training sessions based on business needs.
- Implementing a 2-day Salesforce onboarding program for new employees.
- Creating educational materials: video tutorials, PowerPoint presentations, user guides, FAQs.
Tool Administration & Management- Administering Salesforce and DocuSign: managing access, profiles, roles, and permissions.
- Updating DocuSign templates.
- Monitoring the invalidation rate of DocuSign envelopes.
- Creating envelope templates.
- Monitoring, auditing access, and participating in the implementation of SSO.
Reporting & Data Quality- Facilitating reporting workshops with business teams.
- Creating and updating reports and dashboards in Salesforce.
- Daily monitoring of data quality, control, and correction to ensure integrity.
- Implementing data monitoring dashboards.
- DocaposteSalesforce Technical-Functional ConsultantDIGITAL AND ITSeptember 2022 - August 2023 (1 year)Île-de-France, FranceManage platform administrationManage users (Access, profile, bypass)Participate in requirements gathering with the businessAnalyze and estimate needs, be proactiveManage and process tickets (JIRA)Create documentation and in-app guidancePropose solutions and improvements to existing systemsConfigure automations (Flow)Perform unit testsEnsure deployment of developed features (Change set)Handle support requests (RUN)
- EvomunioSalesforce Technical-Functional ConsultantApril 2022 - July 2022 (3 months)Paris, FranceProject kickoff and technical workshopGather and analyze client needsAnalyze user needsWrite user storiesPropose suitable solutionsConfigure the Salesforce toolManage data securityImport data using Data Loader, Data Import Wizard, Salesforce InspectorCreate automations with Process Builder and Flow Builder
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Education
- Manager in Digital Acquisition, Sales and MarketingRocket School2020Responsable Commercial et Marketing spécialisé Acquisition Numérique
- BTS in Management of Commercial UnitsISIFA PLUS VALUES CFABTS Management des unités commerciales
Certifications
- Salesforce AdministratorFITEC2022