محمد بن مفلح

• Spearheading end-to-end CRM transformation initiatives using Microsoft
Dynamics 365, aligning real estate sales, marketing, and customer service
processes with scalable, automation-driven solutions.
• Driving business process optimization by leading requirement workshops,
translating stakeholder needs into structured BRDs/FRDs, and delivering high
impact CRM enhancements that improve lead management and conversion
tracking.
• Acting as the strategic liaison between business users and technical teams,
managing developers to ensure seamless implementation, faster turnaround
cycles, and alignment with organizational objectives.
• Leading functional design and implementation of multi-channel integrations
including 3CX telephony, Snapchat lead generation, LeadsBridge automation,
SMS gateways, SAWT systems, and custom portals—enabling centralized lead
capture and real-time communication tracking.
• Orchestrating UAT cycles, defining test strategies, and collaborating cross
functionally to ensure high-quality releases with strong user adoption and
minimal post-go-live issues.
• Championing CRM adoption through user training, process standardization,
and performance dashboards—enhancing visibility into pipeline health, agent
productivity, and revenue forecasting.
• Developed and maintained Functional Requirements Documents (FRD) and
Functional Design Documents (FDD) to ensure comprehensive and accurate
project specifications.
• Participated in every aspect of the implementation from analyzing the
customers business requirements from configuring Microsoft Dynamics CRM
application to meet the customers needs, to testing support and cutting over
support for go-live.
• Has industry experience and understands challenges and risks when
implementing vertical applications, primarily within the Public Sector.
• Evaluate current business processes against the standard Microsoft Dynamics
CRM functionality.
• Demonstrated leadership by making improvements to work processes and
helping to train others.
• Developed and deployed workflows, custom workflow activities, business
process flows, and business rules to automate business operations.
• Customizing Microsoft Dynamics CRM (entities, workflows and configuration,
forms, views, charts, reports, ribbons and dashboards).

• Maintain CRM, adding customers, vehicle records and linking them.
• Manage incoming tickets through ITSM tools.
• Control all areas of activities within parts, service, and body shop environments.
• Issuing parts to the customers, workshop, and other branches.
• Responsible for managing and maintaining end-user computer environments
including troubleshooting.
• Provided a high level of customer service support for office automation
applications, PCs, and laptops.
• Served as a user liaison covering computer system, end-user operations,
including but not limited to system sign on, use of the menu, and help systems,
Microsoft Office programs, telecommunications and troubleshooting of
computers and printers.