Shivalika Sharma

• Leading the development efforts for a hybrid CRM system integrated across Dynamics 365 cloud and on-premise environments.
• Built and optimized Power Automate flows for real-time data synchronization between cloud and on-premise systems.
• Implemented access control using entitlements and access teams, ensuring secure data governance aligned with bank policies.
• Worked closely with architects to finalize solution design, ensuring adherence to enterprise security and performance standards.
• Mentored junior developers and reviewed pull requests to maintain code quality and re-usability across modules.
• Diagnosed and resolved complex integration and plugin-related issues involving asynchronous workflows.
• Participated in release planning and post-deployment monitoring to support the business during critical releases.

American Express KYC – India, US, Germany, Canada

• Acted as Team Lead, managing a cross-functional team by dividing user stories, prioritizing tasks, and ensuring timely delivery across all regions.
• Responsible for resource planning and allocation, ensuring optimal team performance and load balancing during critical development and release phases.
• Designed and built Model-Driven Apps and Power Portals to manage global KYC onboarding and compliance workflows.
• Implemented dynamic forms and business logic in Power Portals with multilingual UI using web templates and Liquid templates.
• Integrated Dataverse with third-party APIs and backend systems using Power Automate flows and Azure Service Bus queues.
• Managed secure portal login via Auth0 identity provider with role-based page visibility and component rendering.
• Built reusable components using JavaScript, FetchXML, and Web Resources for CRM-side validation and UI enhancements.

Federale Assurance, Belgium

• Delivered custom CRM components for Dynamics 365 Sales (on-premise), using plugins, workflows, and real-time JavaScript validations.
• Secured records using field-level and role-based security along with team-based permissions.
• Created integration bridge between CRM and Microsoft BizTalk using custom-built DLLs and web services.
• Created sitemap customizations and ribbon button handlers tailored to departments.
• Supported data migration using KingswaySoft and SSIS.

National Bank of Kuwait

• Built core CRM functionality using plugins, synchronous workflows, and business rules to automate customer onboarding and account creation.
• Developed responsive UI components in Angular embedded inside CRM using HTML web resources and custom JS libraries.
• Engineered dynamic role-based Site Map customizations and enabled field-level security to segregate access.
• Integrated CRM with internal banking systems using REST-based APIs, handling authentication tokens and error retries.
• Contributed to defect triaging during QA cycles and maintained Dev-QA-Prod sync.

Conduent Toll Management

• Created payment-related web interfaces using HTML/JavaScript that integrated with third-party toll payment APIs.
• Customized quote and opportunity processes using business process flows and stage-specific logic.
• Built and deployed CRM plugins involving invoice validation and toll reconciliation.
• Configured entity-level security using business units, team ownership, and custom access checks in plugins.
• Supported environment refreshes and data masking for lower environments.

IYM BPO

• Designed and maintained MSCRM 2013 system supporting Yamaha’s Indian Sales and Customer service teams.
• Developed complaint tracking modules, reminder logic, and notification triggers using workflows.
• Integrated IVR and SMS APIs to provide end-to-end call center automation for dealers and customers.
• Customized dashboards and reports using SSRS for daily service analytics.
• Enhanced CRM UI with JavaScript for tab switching, dependent fields, and validation before save.

YMFA (Yamaha Motor Finance Australia)

• Built deep integration between MS Navision and MSCRM 2016 using custom plugins, workflows, and scheduled sql jobs.
• Developed custom Notes control embedded via iframe allowing pin/unpin of key notes and controlled loading for performance.
• Customized lead, contract, and hardship processes with multi-step approval logic.
• Designed and deployed custom ribbon buttons for document upload, contract approval, and Outlook linking.
• Created DLLs in C# to expose CRM logic for use in Navision workflows.
• Used SSIS and data maps for financial data migration and ongoing sync.

YMIN (Yamaha Music India)

• Implemented Dynamics 365 online for sales process streamlining, quote management, and event tracking.
• Created HTML-based Bing Maps integration to visualize dealer locations based on region filters.
• Automated email alerts for sales quote approvals and market visit summaries.
• Created SSRS reports for market visits and performance reviews by zone.
• Customized field security for critical pricing and sales fields.

YMARG (Yamaha Motor Argentina)

• Built Facebook lead capture process using Zapier integration into CRM Lead entity.
• Designed custom VOC survey flows using Dynamics Voice of Customer module.
• Created PowerApps to capture field agent data with photos and notes.
• Integrated Google Maps API into dashboards for territory analysis and dealer clustering.
• Developed workflows for expense approvals and automated manager notifications.