About Fadoua
I have been working for more than 6 years on Salesforce, covering Sales, Service, and Experience Clouds.
I had the opportunity to implement CTI, NPS and to deploy Salesforce on 30 stores
In my roles as an administrator and Business Analyst, I collaborated with teams to customize the platform based on their needs.
This experience helps me find and implement the best solutions for business requirements.
French
Native or bilingual
English
Fluent
Spanish
Fluent
Can work on-site
Marseille (up to 50km)
Experience
- Viseo pour CMA CGMBusiness Analyst - SalesforceTRANSPORTATIONMarch 2020 - Today (6 years and 3 months)Aix-en-Provence, France• Prepare new topics before each sprint in order to identify the priorities• Collaborate with product owner and end users to understand and define business requirements• Analyze the org in order to optimize it• Create user stories (functional and technical design) and define acceptance criterias• Analyze defects and identify root cause in order to implement quick fix• Present to the developers the requirements and prioritize the tasks• Run the UAT phase (test and support to the business team)• Prepare the UAT Support in order to present the enhancements to the business team• Support the team during NRT• Ensure proper delivery of requirements and on time project delivery
- AlineaChargée de projet à l'enchantement clientRETAIL (SMALL BUSINESS)July 2018 - March 2020 (1 year and 8 months)13400 Aubagne, FranceAdministration Salesforce et mise en place d’outils liés à la satisfaction client (NPS, CTI…)Technico- Fonctionnel :• Administration de la plateforme (objets, champs, layouts...)• Management des users, queues, public groups• Création de reports et dashboards• Mise en place de process d'automation (approval process, process builder, validation rules, flows...)• Récolte du besoin et rédaction des user stories• Préparation des cahiers et recettes et participation aux phases de recettes fonctionnellesManagement de projet :• Coordination des différents intervenants (métier, chefs de projet et intégrateur)• Gestion des plannings et budgets• Construction des supports de formation et mise en place de use casesAnimation :• Construction de supports de formation (Prise en main de Salesforce Service Cloud)• Construction de supports de communication pour lancement et animation de l'outil (NPS, CRM, CTI)• Création de rapports de KPI pour suivi au lancement (Rapports et tableaux de bord Salesforce, Analyse des résultats NPS)• Animation des équipes terrain (Direction régional, Direction magasin, collaborateurs terrain)
- maison.frAdministrator SalesforceE-COMMERCEMay 2023 - September 2023 (4 months)Aix-en-Provence, FranceMaintien et amélioration de la plateforme pour répondre aux besoins de l'entreprise :• Administration de la plateforme (objects, champs, layouts...)• Mise en place de process d'automation (approval process, validation rules, flows...)• Management des users, profiles, queues, public groups• Création de reports et dashboards
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Education
- Master of Science in ManagementIAE FRANCE - Ecoles Universitaires de Management2015Master 2, Sciences du management
- Master of Science in ManagementIAE FRANCE - Ecoles Universitaires de Management2014Master 1, Sciences du management