CRM Consultant

Summary

An experienced CRM consultant with expertise in Microsoft Dynamics 365 Customer Engagement, specializing in technical implementation, customization, and support. Proficient in full-stack development using C#.NET, JavaScript, and Power Automate, with a track record of delivering enterprise-scale solutions across multiple sectors. Currently providing L2/L3 technical support and optimization for multiple CRM projects.

Experience areas

1. CRM Consultant

   • Delivered L2/L3 support for 5+ Dynamics 365 Customer Engagement projects, maintaining 99% application uptime
   • Served as primary technical point of contact for incident resolution and cross-team coordination
   • Performed configuration updates and minor enhancements to optimize application performance

2. Project Engineer

   • Developed an Agent Management Tool using Dynamics 365 Customer Engagement, automating user creation and provisioning through plug-ins, workflows, and Power Automate flows
   • Designed and implemented a customer service module with a custom API framework enabling direct database access
   • Collaborated with cross-functional teams to deliver scalable CRM and integration solutions

3. D365 CRM Consultant

   • Designed and developed a laboratory management system using Dynamics 365 CE for application tracking, sample management, and testing workflows, improving operational efficiency by 40%
   • Built a centralized case management and finance operations platform enabling integrated organizational workflows
   • Implemented customized solutions for therapist scheduling, client records management, and event management use cases
   • Delivered comprehensive CRM solutions for professional membership and operations management

Skills