Mohamed BOUKHATEM ☁

Context : Participation in the design and steering of several AI conversational agents aimed at automating HR, e-commerce, and internal processes in an agile environment. • Analyzed and formalized business requirements for multiple AI agents (HR, E-commerce, Internal Ops, Communication). • Drafted functional specifications and defined business rules to frame agent development. • Wrote and structured epics, user stories, and tasks in Jira, with acceptance criteria aligned with client expectations. • Modeled and optimized business processes using BPMN and UML diagrams. • Collaborated with technical teams on planning, task breakdown, and deliverable validation. • Performed functional testing and contributed to UAT to ensure delivered solutions met requirements.

Context : Contributed to a digital transformation project to centralize internal processes in a SharePoint hub and improve communication and collaboration across HR, Sales, Marketing, Engineering, and IT. • Designed and deployed a digital SharePoint hub centralizing all stages of the employee lifecycle (recruitment, onboarding, client assignments, document templates, market insights). • Gathered and formalized business needs to map processes and define functional requirements. • Wrote functional specifications, created wireframes and prototypes in Figma, and organized user acceptance tests (UAT). • Validated needs and prioritized features with stakeholders to ensure alignment with business use cases. • Supported CRM initiatives through internal newsletter design and automated communication flows using Brevo. • Conducted market studies and competitive analysis across 20+ countries to support strategic decision-making.

Context : Collaborated on international Salesforce projects to improve lead management, case handling, and data quality by applying the Salesforce Professional Services methodology. • Applied the Salesforce Professional Services methodology (Discover, Define, Design, Deliver, Deploy) to gather client requirements. • Modeled and analyzed business processes with Lucidchart to identify friction points and propose scalable solutions. • Wrote user stories and acceptance criteria to ensure alignment with client expectations. • Created validation rules, reports, and dashboards to improve data quality and visibility. • Configured service operations: Email-to-Case, assignment rules, escalation rules, auto-responses, and queues.

Context : Led CRM and marketing initiatives focused on customer loyalty and data-driven strategies to strengthen commercial performance. • Conducted competitor and customer engagement analysis to support data-driven marketing strategies and optimize CRM usage. • Managed customer database with precision, ensuring accurate data entry and leveraging insights for personalized, targeted campaigns. • Coordinated and streamlined event management projects (e.g., meeting room rentals and wedding packages), using data insights to improve client satisfaction and operational efficiency. • Analyzed customer feedback to improve service delivery and enhance customer journeys, a foundational aspect of CRM optimization. • Collaborated with cross-functional teams to implement tailored marketing solutions, demonstrating adaptability and customer-focused problem-solving.

Context : Contributed to the commercial and digital growth of an energy solutions provider by combining market analysis, sales support, and digital strategy execution. • Conducted market and competitor analysis, producing reports to guide strategic decisions and commercial policies. • Led the sales team by leveraging market research to boost performance. • Designed and executed digital marketing strategies, measuring effectiveness through key performance indicators (KPIs). • Managed digital projects, ensuring alignment with business objectives and timelines.

Context : Provided operational and digital customer support within one of Morocco’s leading banking groups, contributing to service quality and daily banking operations. • Provided digital customer support, addressing and resolving customer inquiries. • Performed cash management operations, ensuring accuracy and compliance. • Handled the receipt of payment checks, ensuring proper processing. • Managed customer files digitally, maintaining organization and efficiency.