D365 Customer Service Functional Consultant

Summary

An energetic D365 Customer Service and Power Platform consultant with five years of experience delivering contact-centre and self-service portal solutions. Strong in Omnichannel for Customer Service, case management configuration, and Power Apps portal development. Skilled at translating business requirements from service operations teams into workable D365 solutions, with a growing specialism in AI-powered agent assist features.

Experience areas

1. D365 Customer Service Consultant

   2022 – Present
   • Configured Omnichannel for Customer Service with live chat and SMS channels for a national utilities provider, reducing average queue wait time by 24%.
   • Built a Power Pages customer self-service portal that deflected 18% of inbound case volume within three months of launch.
   • Deployed Copilot Studio-powered AI agent assist, enabling 300 agents to surface knowledge articles 40% faster during live interactions.

2. Junior D365 CRM Consultant

   2020 – 2022
   • Delivered case management and SLA configuration for a local government client handling 12,000 service requests per month.
   • Migrated 85,000 historical case records from a legacy helpdesk system into D365 CE with full audit trail preservation.
   • Created end-user training materials and ran eight training workshops for 160 council staff ahead of go-live.

Skills

Certifications

• MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant Associate
• PL-200: Microsoft Power Platform Functional Consultant Associate