Dynamics 365 CRM Functional Analyst
Commercial Bank
Total years of experience :11 years, 6 Months
● Works with the CRM team and clients to build and maintain the functional aspects of MS Dynamics CRM including but not restricted to analysis, design, estimation, development of business requirements.
● Carries out the solution design of service desk, sales, marketing and business processes for improved data analytics and automation.
● Supports use of CRM from mobile devices, outlook integration, dashboard/reports and overall configuration
● Assist in business and process analysis.
● Documents ‘as-is’ and ‘to-be’ within accurate and detailed scoping documents.
● Participates in the set-up of all environments including production.
● Works closely with the QA team (where applicable) for SIT and with business for UAT.
● Contributes to the overall enterprise architecture.
● Supports the training of new team members on existing business processes and required tools
● Provides technical advisory services to IT projects within the organization.
Responsible for product management of Microsoft Dynamics CRM and analysis of customer complaints, customer interactions and other customer information on Microsoft Dynamics CRM.
• Increased CRM adoption from 5% to 53% by conducting campaigns, user training and multiple hand holding sessions with different teams.
• Enhanced the customer 360 degree view to 80% of all customer’s interactions and transactions with the Bank
• Successfully improved user experience on CRM by 20% by deploying 7 straight through processes.
• Implemented CRM solution for the Bank’s e-commercer platform.
• Work closely with users to understand their requirement and implement new changes by working with all related parties and stakeholders
• Improve the cross sell opportunities and lead conversion by integration of CRM with lead generating applications.
• Effectively support users on the application.
• Carry out analysis on customer complaints, interaction, using other customer details to provide management report for decision making to Management (CRM Usage Dashboard, Lead Converstion Dashboard, Opportunity closure dashboard)
• Part of the team that implemented the customer journey mapping for the Bank
Responsible for the day-to-day management of all IT Projects within the organization. Managing both small, medium and large projects of over 2 million dollars ($2M) and ensuring that projects are completed within the six project management parameters.
• Successfully manage large projects and control budget of more than 2 million dollars ($2M).
• Effectively lead and coordinate project teams of more than 10 members and drive the project team from initiation to deployments.
• Implemented different projects for the Bank’s e-commerce platform.
• Have a good working relationship with all stakeholders(project team, project sponsor and management, end users, vendors etc).
• Effectively carried out change management for over 3, 000 users through adoption campaigns, user training, hand-holding sessions and prompt resolution of issues raised.
• Engages Agile and SCRUM methodology to deliver small and medium scale projects within the Bank. More than 100 changes are deployed per year on existing applications
B.ENG in Electrical/Electronic Engineering