Mahdi Denaib

Salesforce | Release - Program Management

•Reduced release-related incidents by 20% through standardised deployment processes. • Improved release deployment speed by 7% using CI/CD optimisation. • Enabled faster business value realisation by automating regression testing pipelines for critical CRM workflows. • Spearheaded the release lifecycle, managing CRM integrations, and working closely with DevOps to ensure quality and process optimisation. • Supported data integrity through strict release standards and collaborated with technical teams to ensure data workflow automation and compliance

• Delivered a global CRM roadmap impacting over 9 countries x 4 brands, reducing operational silos by 10%. • Increased CRM adoption by 50% through stakeholder engagement and agile delivery cycles. • Achieved 75% improvement in data governance compliance across sales and marketing domains. • Led complex technical integrations between Salesforce Service Cloud, Commerce Cloud, MDM, and Marketing Cloud, ensuring seamless data flow and enhanced customer experience. • Designed and implemented cross-domain programmes, aligning Salesforce architecture and integration strategy with business objectives. • Defined program goals, priorities, and execution roadmaps, ensuring timely delivery of high-impact Salesforce solutions. • Managed multi-cloud Salesforce initiatives, driving interoperability between Service, Commerce, and Marketing Clouds to optimise end-to-end customer journeys. • Proactively engaged with executive stakeholders, ensuring alignment on programme vision, key deliverables, and expected business outcomes.. • Monitored program performance and KPIs, tracking solution adoption and measuring ROI against initial business cases. • Led post-go-live solution adoption strategies, ensuring Salesforce-driven transformation success and continuous improvement.

• Unblocked an 18-month release cycle that has been hindered by siloed approaches, inefficient processes & substantial technical debt across Salesforce orgs. • Enabled cross-functional teams to accelerate time-to-market for features by 25% through improved coordination and release gating. •Minimised data quality issues post-deployment by implementing pre-release validation protocols. • Maintain the Salesforce release calendar for all core services and ensure alignment across vendors. • Manage release Management lifecycle, which includes scheduling, coordinating, and the management of IT application releases across 3 financial cloud orgs supported by Marketing Cloud. • Ensure overall and transparent communication to all Salesforce/IT and business stakeholders and provide them with schedules and details as required. • Manage risks and resolve issues that affect release scope, schedule and quality. • Conduct Release Readiness reviews, Milestone Reviews, and Business Go/No-Go reviews. • Measure and monitor progress to ensure application releases are delivered on time and within budget and that they meet or exceed expectations.

• Delivered a global CRM roadmap impacting over 25 countries for sales, marketing & service teams , reducing operational silos by 10%. • Increased analytical insight, freshness, and speed by 48 hrs via enhanced data pipeline reliability and unified CRM models. • Empowered sales/marketing leadership with self-serve dashboards, leading to 7% faster decision-making. • Reduced reporting discrepancies across global business units by 20% through a harmonised Salesforce Einstein Analytics/SAP Data model. • Ensured commercial needs of PDx teams are met with digital tools & data solutions. • partnered with multiple functions & IT teams , focusing on Salesforce/SAP with particular emphasis on advanced data analytics through TCRM & Qlik platforms • Created a cohesive strategy around enterprise business intelligence.

Business analysis accountable for customer and business requirements understanding the underlying intent then Translating business desires into effective features and stories ready for development while Outlining clear acceptance criteria, • Owning Masterdata salesforce integrations spectrum and acting as the main speaking partner for business stakeholders, Business Engagement Managers , Domain and Service Mangers; Facilitation & Artifacts flow the information within the team, translating where necessary to ensure everyone is on the same page... presented domain concepts with clarity and purpose to their audience. Capturing artifacts in an easily accessible format that is understood by all members of the team. Release Management Coordinated with Architect, Tech Lead, release team, Product Owner and other parties on release schedule / features & cutovers Coordinate with stakeholders to ensure product readiness, service level compliance, knowledge transfer and smooth service transition lead activities like planning ,scoping , Defects Triaging ,cutover plans .

• I was tasked with Requirements Management, Design, Change Management and Implementation Management activities, CRS /FATCA • Working collaboratively with , delivery partners and SME’s in gathering and clarifying requirements and defining design options, speciafically for KYC & ALM projects • Supporting IT Teams with the translation of business requirements and designs into more detailed functional requirements, representing the voice of the customer and business in those forums • Lead Change Management and Implementation Management, including planning, controlling and reporting on implementation of the change ‘product’, focusing on accelerating benefits and minimizing risk during deployment

•Blackberry Enterprise Server support and Windows server 2003/2008 -VPN's, coordinating SNMP alerts •Manual software installations and software miss-matches •Coordinating hardware replacements ie : Vendor Printer’s fix-replacement •Print servers set up & troubleshooting •Day-to-day management and break/fix work of desktops, servers, Blackberry’s, printers and LAN for all assigned facilities throughout researching troubleshooting applying fix •Acts as the liaison into specialized IT support groups to assist in expediting the support processes. (Trainer for new support models rollouts in Morocco) •Work with IT Remote Support Team Leader and assigned Queue Manager to understand priorities and focus areas in order to act as efficient issue resolution resource. •Maintain documentation, including inventory, ticket tracking, time tracking and assigned project work

• Resolve customer requests, questions and complaints frequently requiring analysis of situations to determine best use of resources. • Serve as liaison between the customer and various departments.and work as evening shift team lead • Solicit sales of new or additional services • Attract potential customers by answering product and service questions; suggesting information about other products and services. • Open customer accounts by recording account information and keeping them updated. • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. • Maintain financial accounts by processing customer adjustments on ERP system. • Recommend potential products or services to management by collecting customer information and analyzing customer needs. • Prepare product or service reports by collecting and analyzing customer information. • Contribute to team effort by accomplishing related results as needed.

• Provide language/linguistic skills to convert highly technical product descriptions from English to Arabic or French with accurate translations • Interpreted from English into Arabic / French and vice versa using simultaneous and consecutive modes during meetings on a daily basis Explained procedures or forms to third party staff when needed • Highly motivated and results oriented with the ability to plan ahead • Provide interpretation and translation assistance related to the preparation of quarterly reports and other project reports • Perform other duties and ad hoc administrative support to Sinopec rig manager including record keeping, logistic support related to project • Time management skill while listening to the verbal language