Freelancer profile translated to English.
Back to original languageAbout Zahra
🎯 Senior Salesforce Consultant | Specialist in Service Cloud, Field Service & Customer Experience
🚀 +15 transformation projects led | 8 years of Salesforce expertise | 5 certifications
I will guide you from A to Z in your Salesforce projects:
- Requirements gathering & functional workshops
- Writing user stories & API specifications
- Advanced configuration (Flow, Omnichannel, CTI, Experience Cloud…)
- Coordination with developers & integrators
- Testing, training, deployment & ongoing support
💡 My approach: focused on efficiency, user experience, and business impact.
I work in both build and run phases, with a true product vision.
🏆 Clients: Dior, Lacoste, Belmond, MarketPay, Bergerat Monnoyeur…
🛠️ Key Skills: Salesforce Service Cloud, Field Service, Sales Cloud, Experience Cloud, Jira, API, integration (CTI, SharinPix, DocuSign), agile project management.
📩 Let's discuss your needs and see how I can boost your organization's performance through Salesforce.
French
Native or bilingual
English
Fluent
Can work on-site
Paris (up to 50km)
Experience
- Coopérative UService Cloud & AI Project ManagerRETAIL (LARGE RETAILERS)June 2025 - Today (1 year)Paris, FranceRun Management:• Incident tracking and bug fixing.• Advanced configuration (flows, omnichannel, automations, dashboards).• Redesign of lightning pages for smoother request processing.• Jira backlog management and guidance on Salesforce best practices.• Suggestions for improvements, prioritizing standard Salesforce features.Projects and Optimizations:• Leading AI integration projects (AgentForce, Gemini) to enhance advisor productivity.• Coordinating developments with business teams and integrators.
- EMMARSalesforce FSL ConsultantREAL ESTATEAugust 2024 - February 2025 (6 months)Dubai - United Arab Emirates☁ Salesforce Cloud: Field Service Lightning (FSL) Optimization of Salesforce FSL for managing post-delivery interventions in EMAAR residences.✔︎ Facilitating business workshops✔︎ Writing user stories, functional mockups, and updating documentation (Jira / Confluence)✔︎ Monitoring developments: Service Appointments, Work Orders, assignment rules....✔︎ Improving the FSL Mobile application: simplifying user journeys, offline management✔︎ Implementing screen flows for quick customer request qualification✔︎ Creating new dashboards for KPI monitoring🎯 Results:• Reduction in anomalies and improved solution stability• Increased adoption of FSL Mobile by field teams
- LacosteSERVICE CLOUD PRODUCT OWNERJanuary 2023 - July 2024 (1 year and 6 months)Paris, France☁ Salesforce Cloud: Service Cloud 250 users, 22 countriesSupporting Lacoste in optimizing Salesforce Service Cloud internationally, with full project lifecycle and run management.✔︎ Requirements gathering & functional scoping: facilitating business workshops, writing User Stories, backlog management with Jira✔︎ Salesforce configuration: Flows, Process Builder, Lightning App Builder, custom dashboards✔︎ Project monitoring: coordinating 2 Salesforce developers, sprint management, deliverable validation, and go-lives✔︎ Run Management: user support, incident handling, continuous post-deployment enhancements🎯 Results:• -30% SAV processing time through Sharinpix integration• +25% support agent productivity with Diabolocom CTI• +10 points increase in SISAT (Service Interaction Satisfaction) over 6 months
Recommendations
Be the first to recommend Zahra
Help this freelancer shine by sharing your experience working together.
These freelancer profiles also match your criteria
Agatha Frydrych
Backend Java Software Engineer
4.7
(3)
2
Baptiste Duhen
Fullstack developer
4.6
(4)
5
Amed Hamou
Senior Lead Developer
4
(2)
7
Audrey Champion
Web developer
4.3
(3)
4
Education
- Implement Salesforce Field,2024Mettre en œuvre Salesforce Field,
- Master 2, Organization Consulting and Change Management,University of Paris 82010Master 2, Conseil en Organisation et Conduite du Changement,