Abdallah Kouki
CRM Business Architect - Salesforce Solution Architect
Salesforce
Pardot
Marketing automation
Adobe Neolane
CRM
42 years old
Driving License
Nantes (44000) France
Employed
Open to opportunities
I’m a CRM Jack of all trades. I have held a variety of roles in my career ( Tech lead, Business Analyst, ,Manager, Stream Leader, Marketing-Loyalty consultant, …) mainly on CRM topics. I am a Certified Salesforce Administrator, Developer,Service & Sales Cloud, Salesforce CPQ, Salesforce Map and Pardot Consultant. I graduated from MIAGE Nantes in France. I have a keen interest in Business Systems and helping business save time and money through the use of new technology.
-Speak : French, English, Arabic, Italian, Spanish
-Speak : French, English, Arabic, Italian, Spanish
Experiences
Salesforce COE, Head of Public Sector & Service
Capgemini
Since April 2021
- Passionate about innovation and customer/Citizen experience. I lead the new Salesforce vertical "public sector" for Capgemini clients.
- Building an efficient business model by a coordinated effort for Public sector transformation(Sales, Partner, Client, Delivery)
- People development, Talent management, Customer high value-added
- Work in close collaboration with valuable companies (SNCF, AFKLM, PSA Bank, Randstad,CNR...)
- Passionate about innovation and customer/Citizen experience. I lead the new Salesforce vertical "public sector" for Capgemini clients.
♠ Head of CRM Ouest ♠ Salesforce / Ms dynamics / CPQ
Capgemini
January 2019
to March 2021
- Leading the CRM - Salesforce - MS Dynamics - CPQ and consultancy practice at NANTES. about 70 people and a lot of challenges !!
- Thinks outside the box, and support many customers in their user centric transformation as Business Architect (AUCHAN,SNCF,COVEA,PSA,TRIPADVISOR...)
- Leading the CRM - Salesforce - MS Dynamics - CPQ and consultancy practice at NANTES. about 70 people and a lot of challenges !!
Manager - CRM Expert
Capgemini
Since 2015
Nantes
France
- Salesforce Stream Leader (Nantes)
- Bid Manager avant Ventes CRM (Salesforce)
- Expert Salesforce - Pardot
- Membre de la design Authority SNCF Emraude
- Déploiement de projet dans plus de 25 pays
Salesforce Solution Architect - SNCF
SNCF
Since October 2016
- As a member of the Design Authority, arbitration before conceptual and technical choices
- Management of the NACRE project team (Centralized management of customer requests V2)
- Preparation of workshops Steering Committee
- Coordination of the writing of the functional specifications
CRM Manager - Expert Salesforce
Auchan
January 2018
to September 2018
- Accompanying Auchan in a digital transformation program (from Product Centric to Customer Centric)
Simplification of the customer experience Personalization of offers Digitalization and harmonization of communication
Setting up the project (Resources, Organizations, Bodies) - Distributed delivery (15-20 FTE between France and Portugal)Management of the authorities (Cosui, Copil) with the customer and the editorSupervision of the writing of the US and the implementation of the solution with the minimum of custom (Adopt VS Adapt)Implementation of the :
Cloud service Marketing Cloud Community Integration with the ecosytem - Tools
Salesforce
Talend
Expert CRM - Salesforce
La poste
June 2014
to September 2015
Nantes
France
- Initialization of a service center (Viapost, DAPO, DSEM, Digital Branch)
- Etudes de cadrage et expertise Salesforce
- Scoping studies and Salesforce expertise
- Coordination/management of contributors and developers
- Prototyping for 650 users
- Animation of the demonstrations and workshops of restitution
Project Manager, Multi-risk New Business Process and Endorsement (BPM)
MMA
September 2014
to May 2015
Le mans
France
- As part of the implementation of the Insurance business processes.
Leading the implementation of multi-risk new business and endorsement processes.
CRM App Manager
Groupe Beaumanoir
October 2014
to 2015
Saint malo
France
- Ensure the proper functioning and improve the performance of the application suite ADOBE CAMPAIGN (ex Neolane).
- Adobe Campaign Referent (Neolane)
- Data Quality Management
- Deliverability
- Project management
Expert CRM - Project Manager
Business Decision (Employeur)
October 2007
to September 2015
Full-time
Nantes
France
- Lead or participate in the implementation of one or more phases of an IT project
- Carry out projects in different modes (Contract, Fixed price, CDS, At the customer's premises...
- Participate as an expert in the capitalization of knowledge, by guaranteeing good practices
- Guarantee the coherence of the technical architecture within the framework of the projects on which I intervene
- Guarantee the coherence of the technical architecture within the framework of the projects
- Provide technical and functional expertise during pre-sales
- Maintain relationships with partners (CRM editors)
- Assist the client in the formulation of his needs
- Assist the whole team on the issues for which he is responsible
Project Manager, Claims Pilot Process Level 2 (BPM)
MMA
June 2013
to July 2014
Le Mans
France
- Lead throughout the project, the implementation of a pilot process to manage customer complaints level 2 (In production since 06/2014)
- Project management roles:
- Define a project plan (actors, planning, loads...)
- Animate and follow the project progress
- Define a provisional schedule and ensure that deadlines are met
- Centralize the exchanges between the actors involved in the project (MOE, MOA, Architects, Editors...)
- Supervise the developments
- Manage the MOE and the VMOA
- Manage the project and be identified as the contact person for the project management.
- Prepare the homologation and production launch phases
Functional and design role - Define a project plan (actors, planning, loads...)
Expert CRM - Adobe Campaign (Ex Neolane)
Groupe Yves Rocher
August 2014
to November 2014
Nantes
France
- Technical and functional expertise on the Adobe Campaign solution
Technical Manager, Caisse des Dépôts service center (Coheris CRM)
Caisse des dépôts
January 2012
to January 2014
Nantes - Bordeaux
France
- Implementation of a CRM software package (Coheris) within the Fund's "CUSTOMER RELATIONSHIP MANAGEMENT" IS, managing the relationship and follow-up of retiree files.
Consultant Expert, CRM
Caisse des dépôt
September 2011
to January 2012
Bordeaux
France
- Coheris CRM Consulting and Technical Expertise
- Framing of the implementation of a Coheris CRM service center.
- Audit of the existing CRM solution
- Parameterization of the Coheris CRM solution
- Integration of Coheris and interfacing with the entire IS
- Participation in functional workshops and writing of reports
- Implementation of methods, procedures and tools for the constitution and delivery of standard and specific configuration objects
- Specification and execution of test scenarios
- Technical and functional assistance to the module managers, the project manager and the project owner
- Animation of weekly meetings with the managers of the teams MOA, MOE, Production
- Audit of the existing CRM solution
Expert Consultant CRM/IT
JES
January 2011
to August 2011
Nantes
France
- Implementation of a Customer Relationship Management tool, managing the entire after-sales service process (Coheris CRM)
Consultant IT, CRM
Inter Mutuelles Téléassistance
April 2010
to December 2010
Nantes
- The implementation of a "customer relationship management" tool in order to provide a global vision of the life of the contracts (Inter Mutuelles Teleassistance).
- Technical environment : COHERIS, Sql server 2005, SQL Client, Rhinoscript, JEE 5, Blueway EAI.
Consultant IT, CRM
SNCF - DSIV
October 2009
to April 2010
Nantes
- OUVERTURE MULTI CANAL CLIENTS GRANDS VOYAGEURS (AKIO, Siebel)
- Maintenance of a customer complaint management platform (frequent flyers).
- Toolse :
AKIO
Siebel
Consultant IT(J2EE, Alfresco)
SEM REGION PAYS DE LA LOIRE
April 2009
to October 2009
Nantes
France
- The realization of a federated platform of services and data for the tourist offers to the professionals of tourism of the region pays de la loire. This platform includes a management extranet and front-office sites for the general public.
Consultant IT, CRM
INTER MUTUELLES ASSISTANCE
March 2008
to April 2009
Niort
France
- RUN of the CRM tool , by identifying the needs in collaboration with business teams
- Tools:
Coheris
Salesforce
Consultant IT(J2EE)
AFSSA
October 2007
to March 2008
Nantes
France
- Implementation of a process management tool (Workflow / BPM).
- Tools:
Workey.
Consultant IT(J2EE)
Sodifrance
April 2007
to September 2007
Nantes
France
- La mise en place d'un processus de migration automatisée d'un socle applicatif en Smalltalk vers du Java.
- Environnement technique : Smalltalk, Java, MIA Softwares.
Consultant ERP
PROGINOV
November 2006
to April 2007
Internship
Nantes
France
- Tools :
Progress, BD Progress, Html, Power Amc Designer.
Consultant IT(.net)
Innotech Consulting
January 2006
to June 2006
Internship
Tunis
Tunisia
- Objet: Développement d'un module (gestion prestation) dans une application destinée au secteur hospitalier.
- Environnement technique : VB.net, SQL server,Rational Rose.
The DU "Understanding Insurance: Concepts, Organizations, Products", open only to employees proposed by their employer within the limits of available places (15 student-employees maximum).
The objective is to complement, through general skills and knowledge of the insurance sector, the technical skills of employees of subcontracting companies of insurance companies (SSII for example). This training allows these employees to understand the major issues of the insurance sector, in particular the position of the Niort mutuals, to understand the elements of managerial and decision-making organization and to understand the elements of operation of the insurance sector (distribution, products, etc.).
http://iriaf.univ-poitiers.fr/
The objective is to complement, through general skills and knowledge of the insurance sector, the technical skills of employees of subcontracting companies of insurance companies (SSII for example). This training allows these employees to understand the major issues of the insurance sector, in particular the position of the Niort mutuals, to understand the elements of managerial and decision-making organization and to understand the elements of operation of the insurance sector (distribution, products, etc.).
http://iriaf.univ-poitiers.fr/
The MIAGE (Computer Methods Applied to Business Management) program aims to train executives specialized in the engineering of information and decision-making systems in companies. These executives must be able to optimize the current and future functioning of an organization through the methods and technologies of information technology while respecting functional, technical, legal and financial expectations.
http://miage.univ-nantes.fr
http://miage.univ-nantes.fr
Master I MIAGE
Institut Superieur de gestion de Tunis - Tunis International School of Business ISG
September 2002
to June 2006
Skills
Formations & Certifications
-
SalesForce (ADM201, DEV401,Service Cloud,Sales cloud;App Builder;CPQ, Experience cloud)
Expert
-
Microsoft Dynamics CRM
Good
-
Pardot
Expert
-
Salesforce marketing cloud
Good
-
Coheris CRM
Advanced
-
Adobe Campaign (Ex Neolane)
Good
-
AGILE (SAFE)
Advanced
-
Salesforce Einstein Analytics Accredited
Advanced
-
Salesforce Community
Advanced
-
- Salesforce CPQ
- Avancé
- Salesforce CPQ
- SAFe SPC
Fonctionnelle
-
Customer Relationship Management
Expert
-
Insurance
Good
-
Bid Management (CRM, Dynamics, Coheris...)
Advanced
- Consulting (Digital transformation)
Techniques
-
SalesForce
Expert
-
Microsoft Dynamics CRM
Good
-
Coheris CRM
Advanced
-
Adobe Campaign (Ex Neolane)
Good
-
Oracle SOA
Good
-
Oracle BPEL
Good
-
E-deal
Intermediate
-
Akio
Intermediate
-
Workey Clog (BPM)
Good
-
L’univers JAVA / J2EE
Good
-
Microsoft .net
Intermediate
Langues
- French
- English
- Arabic
- Italian
- Spanish
Interests
Music
- Music production
- DJ
Sport
- Football