Mouaad Boujdad

Business owner of the global Client Services platform (Salesforce Service Cloud, Genesys, Powerfront, RMS, NPS) within the Global CS team. Lead the One Door rollouts and the Agentforce AI program, acting as the bridge between business, CRM IT and LVMH CS. One Door Japan: led the SFSC + telephony rollout (Omni-Channel, skill-based routing, B2B/B2C call plans, SLAs), wrote the Jira user stories, built a 190-slide user guide, ran training and UAT, coordinated IT, LVMH and local teams through go-live. One Door Singapore / APAC, UK, Malaysia: post go-live hypercare and root cause analysis (incl. 332 UK repair requests wrongly flagged as spam, fixed in production), resolved Genesys / Omni-Channel status sync issues. One Door Brazil: project lead (SFSC, telephony, RMS, NPS tooling stream), scoping of the WhatsApp integration. Agentforce (generative AI): owner of the auto case qualification, case summary, translation, product identification and spell-check use cases. Wrote the BRDs, rebuilt the business glossary fed into the prompts, set up quality KPIs (requalification rate, confidence score). Data-driven AI hypercare: SOQL / Apex analysis of case history that uncovered an execution-order flaw between AI qualification and spam detection, plus a glossary never used by the model; remediation plan agreed with IT. Governance: created the reference BRD template and UAT test books, framing note on spam rule governance, presented to the CX Board (Case Timer pilot approved). Budget & vendors: analysis and cost split of LVMH CS quotes (telephony, Korea Preferred Advisor feature). Stack: Salesforce Service Cloud, Agentforce, Omni-Channel, Knowledge, Genesys Cloud, Powerfront, Jira, Confluence, SOQL, Power BI.

🌐 Business Analyst | Salesforce and Cegid Technologies Specialist | CRM Expert Needs Analysis: Diligently gather and comprehend business requirements to translate them into detailed technical specifications. Development Process Management: Collaborate closely with development teams, guiding them through the implementation process to ensure alignment with specified requirements. Rigorous Monitoring and Testing: Oversee development progress, conducting thorough testing phases to ensure the robustness and quality of each implemented component. Transition to Production: Take charge of the comprehensive validation of developments before the production phase, ensuring a seamless transition for optimized CRM operational efficiency. Innovation and Optimization Driver: Leverage in-depth expertise in Salesforce and Cegid technologies to drive continuous innovation and process optimization within the CRM ecosystem. User Experience Enhancement: Strive to deliver an exceptional user experience by bridging business requirements with technological advancements.

As a Product Owner technico-functional, I facilitated automation and improved customer service processes using Salesforce and Cegid, bridging business and technical needs. I led the integration of Captain Wallet in the U.S. on both Cegid and Salesforce, deployed data optimization tools in Europe and Korea, and initiated the Customer Voice project to boost customer satisfaction. Key Responsibilities: Captain Wallet Integration (USA): Coordinated integration with Cegid POS, Salesforce Commerce Cloud, and Service Cloud. Managed requirements and functional specifications. Database Cleanup (Korea): Designed and deployed a data cleanup process, collaborating with local teams for efficiency. DQE Data Verification (Europe): Deployed data verification tools across European POS systems, ensuring data accuracy and optimizing operations. CTI Integration (Salesforce Service Cloud): Automated ticket creation and improved customer service efficiency through CTI integration. Run and Evolution Management (Salesforce & Cegid): Managed daily operations and improvements on Salesforce Service Cloud and Cegid, ensuring system stability and responsiveness to business needs. Customer Voice Project: Launched the Customer Voice project to collect feedback and improve customer relations. Commercial Offers Setup (Cegid): Configured commercial offers in Cegid for consistency across POS and e-commerce platforms. Technical Environment: Cegid (CBR & Y2), Azure, Salesforce Service & Commerce Cloud

As the manager of all business operations, I oversaw strategic and operational activities across various areas, combining creativity, project management, and leadership to ensure the growth and optimization of internal processes. Key Responsibilities: Design and Marketing: Designed the visual identity using Adobe Illustrator and Photoshop. Developed innovative marketing strategies and managed communication campaigns via Mailchimp and Klaviyo. Customer Service and Technical Support: Supervised the customer service team to ensure an optimal user experience. Managed requests and resolved technical issues. Web Development: Coordinated web development projects on WooCommerce. Ensured the performance and innovation of online solutions. Logistics and Shipping Management: Managed the logistics chain using Shopify and Packlink, optimizing warehousing and shipping processes. Successful Implementation and Deployment: Salesforce Sales Cloud: Implemented Salesforce CRM for B2B opportunity management and prospect tracking. Salesforce Service Cloud: Deployed Salesforce Service Cloud for managing customer requests and support. Content Creation: Produced audiovisual content using Adobe Premiere Pro and CapCut to enhance brand visibility and engagement.

As a Product Owner with a focus on both technical and functional aspects (Salesforce & Mulesoft), I proactively addressed resource shortages by taking on technical initiatives, including building POCs and key models like KYC. I demonstrated to the client the long-term value of a standardized Salesforce development approach, ensuring more sustainable and maintainable solutions compared to custom alternatives, thereby reducing the need for ongoing interventions. This role allowed me to support business needs while ensuring technical robustness and fostering team autonomy. Key Responsibilities: Salesforce Implementation for MarketPay: Captured business requirements from the MarketPay back-office team. Documented requirements in Confluence (user stories) and created JIRA tickets for the technical solution design on Salesforce/Mulesoft. Salesforce Configuration: Implemented new business needs using Flow Builder for contact forms, Process Builder, workflows, and validation rules. Configured Community pages, designed query-specific pages, and set up query redirections to the appropriate teams. Created a Gmail to Mulesoft to Salesforce flow for efficient communication. Demos and UAT: Prepared and led demos and user acceptance testing (UAT) sessions. Created and executed training materials. Salesforce Maintenance and Support (TMA): Provided support to MarketPay’s N1/N2/N3 production support teams. Analyzed and resolved JIRA tickets for bugs and Salesforce evolutions, including designing technical solutions for fixes and improvements. Configured Salesforce to address production issues, such as regression fixes and flow crashes. Technical Environment: Salesforce Service Cloud Mulesoft

During my summer replacement at Sisley Paris, I was responsible for ensuring the continuity of development on Salesforce Service Cloud and Live Sales projects in collaboration with BayBridge Digital. My tasks included proposing enhancements, supervising developers, and ensuring the delivery of features in line with the project specifications. I also performed thorough testing and supported the successful deployment of key functionalities, ensuring they met quality standards and deadlines.

As the Salesforce Lead within Pimkie’s IT department, I led the creation of a unique customer repository (RCU) on Google Cloud Platform (GCP), while also guiding business teams in the evolution of the Salesforce roadmap (Service Cloud, Marketing Cloud). This role allowed me to play a key role in optimizing processes, introducing innovative solutions, and ensuring tool consistency at an international scale. My responsibilities included: Project Lead: Creation of a unique customer repository on GCP, with the proposal and implementation of solutions adapted to budget and architectural constraints. Agile Oversight: Facilitating scoping workshops, sprint follow-ups, managing the product backlog, and coordinating development and testing teams. User Support: Providing support and assistance to users on Salesforce solutions deployed. Testing and Production Deployment: Conducting functional tests and participating in the production deployment process while ensuring the quality and performance of the tools. Cross-Functional Coordination: Leading governance meetings (kick-offs, steering committees), managing business requests and feedback, and handling bug/error tickets with Salesforce. Continuous Improvement: Proposing innovative methodologies and tools to enhance project management, as well as implementing the Agile methodology within the team. Key Skills: Deployment and optimization of Salesforce CRM (Service, Marketing Cloud). Advanced configuration and administration of Salesforce. Agile project management and team coordination. Facilitating business workshops and functional analysis. Managing product roadmaps and overseeing production deployments. I successfully addressed complex data and process challenges, ensuring the quality of developments in an international environment and contributing to the performance and innovation of solutions used by Pimkie.

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