Total Years of Experience: 11 Years, 9 Months
May 2021
To Present
Dynamics 365 CRM Functional Analyst
at Commercial Bank
Location :
Qatar - Doha
● 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.
● 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.
February 2017
To May 2021
CRM Consultant/ Product Manager/ Analyst
at Guaranty Trust Bank
Location :
Nigeria
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
• 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
November 2012
To February 2017
IT Project Manager
at Guaranty Trust Bank
Location :
Nigeria
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
• 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
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