Priya Lewade
Pune
Summary
Adept Dynamics 365 Functional Consultant with a proven track record at Vois (Vodafone UK), enhancing system performance and user satisfaction. Leveraged Microsoft Dynamics 365 and exceptional problem-solving skills to exceed client expectations. Achieved significant improvements in CRM usability and efficiency, demonstrating a strong commitment to customer service and technical excellence.
Overview
6
6
years of professional experience
Work History
Dynamics 365 Functional Consultant + BA
Vois (Vodafone UK)
Pune
04.2023 - Current
- Provided expertise on system configuration settings for optimal performance.
- Supported post-implementation activities such as bug fixes, enhancements, upgrades.
- Prepared test plans, scenarios and scripts to ensure proper functionality of developed systems.
- Developed system specifications documents based on client's requirements.
- Performed technical troubleshooting and provided resolution guidance when needed.
- Monitored system performance metrics on a regular basis using analytical tools.
- Identified potential risks associated with proposed solutions and recommended mitigating strategies.
- Assisted with the development of user manuals, training materials and end-user documentation.
- Actively participated in meetings with customers to discuss requirements, design solutions and review progress.
- Analyzed customer requirements, identified gaps between current and desired outcomes, and created solutions for improvement.
- Use of ServiceNow and HALO for ticket tracking and management.
- Use of JIRA for bug tracking, change requests, and issue tracking.
- Use of the Power Platform for the creation of cloud-based flows using the Dataverse connector.
- configurations, workflows, business rules, and forms, etc.
- Designing SharePoint sites for improved feel and performance.
- User training on the understanding of business and functionality implemented in Dynamics 365 CRM.
CRM Functional Consultant
Amazon
Pune
06.2022 - 03.2023
- Assisted in setting up automated processes within the CRM system to improve customer experience.
- Provided training and support for team members on how to use the CRM system effectively.
- Conducted user testing with customers to assess usability of CRM interface.
- Monitored KPIs and provided feedback on performance of CRM campaigns.
- Developed and maintained strong relationships with key clients to ensure satisfaction and loyalty.
- Managed a portfolio accounts, consistently meeting or exceeding retention and growth targets.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
- Led cross-functional teams to address and resolve complex customer issues promptly.
- Addressed customer questions and concerns regarding products and services.
- Conducted competitive analyses to understand market position and identify unique selling propositions.
- Designed and executed customer satisfaction surveys, analyzing results to identify improvement areas.
- Facilitated knowledge sharing sessions to keep the team updated on best practices in customer relationship management.
- Proposed or approved modifications to project plans.
Customer Relationship Specialist
Agol Worldwide Inc.
Pune
01.2021 - 05.2022
- Provided customer service support in a timely and efficient manner to customers via phone, email, and chat.
- Tracked competitor activities such as prices, discounts, and promotions to better understand the market dynamics.
- Attended weekly team meetings to discuss customer feedback, current trends, and new initiatives.
- Answered customer inquiries regarding product features, pricing, order status, returns and exchanges.
- Created reports analyzing customer trends to inform marketing strategies for increasing sales.
- Suggested process improvements to enhance the overall customer experience.
- Analyzed data from surveys and focus groups to determine areas of improvement for future campaigns.
- Developed relationships with customers through follow-up calls and emails to ensure satisfaction levels were met.
- Identified opportunities to upsell or cross-sell additional products or services based on customer needs.
- Utilized CRM software to maintain accurate records of customer interactions.
- Maintained accurate records of customer interactions and transactions in CRM system.
- Supported sales team members to drive growth and development.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
CRM Executive
Tech Mahindra
Pune
01.2019 - 12.2020
- Managed customer databases, ensuring accuracy and completeness of information.
- Generated ideas for improving marketing campaigns by leveraging insights gained from CRM data analysis.
- Provided training to staff on the use of the CRM system and its features.
- Performed quality assurance tests prior to introducing any updates or changes into the production environment of the CRM system.
- Answered customer queries and handled complaints.
- Developed and executed email marketing strategies, increasing customer engagement rates by significant percentages.
- Creating and updating customer quotations accurately and efficiently.
- Using Excel for data analysis and generating reports to support CRM activities.
- Ensuring data accuracy and performing regular data clean-ups in Excel.
- Collaborating with the CRM team to support customer relationship activities, and ensure cohesive workflows.
- Organizing and maintaining customer data, reports, and metrics.
- Using Excel to input, organize, and maintain customer data accurately. Creating and updating reports on customer interactions, engagement, and campaign performance.
Education
Bachelor of Science - Mechanical Engineering
Nagpur University
05-2018
Bachelor of Science - Science Education
Nagpur Secondary Board
05-2013
High School Diploma -
Nagpur Board
Nagpur05-2011
Skills
- Microsoft Dynamics 365
- Problem management
- Incident management
- Service level agreement management
- Solution management
- Customer service
- Postman, JIRA, Confluence, SharePoint, Power Platform, XRM Toolbox, SSMS, Adobe Premiere Pro, After Effects, and Lightroom
PERSONAL STRENGTHS
- Excellent communication and management skills.
- Good presentation skills, negotiating skills & leadership attributes.
- Good convincing skills, organized, hardworking and ability to learn new technology.
- Self-motivated, quick learner, team player, good written & oral communication skills with grasping power.
- Hands-on experience in MS CRM, customization, work-flows, security roles.
- Excellent interpersonal, strong problem solving, trouble-shooting &documentation skills and ability to demonstrate & communicate effectively with all levels in the organization
Timeline
Dynamics 365 Functional Consultant + BA
Vois (Vodafone UK)
04.2023 - Current
CRM Functional Consultant
Amazon
06.2022 - 03.2023
Customer Relationship Specialist
Agol Worldwide Inc.
01.2021 - 05.2022
CRM Executive
Tech Mahindra
01.2019 - 12.2020
Bachelor of Science - Mechanical Engineering
Nagpur University
Bachelor of Science - Science Education
Nagpur Secondary Board
High School Diploma -
Nagpur Board
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