CRM Application Manager

• Leveraged CRM expertise to ensure a holistic approach to the T360 solution evolution, addressing interdependencies to ensure project deliverables are aligned with business objectives
• Contributed to tracking project timelines and deliverables,actively participating in Agile Scrum ceremonies
• Supported documentation efforts, working with various stakeholders to ensure documentation production
• Facilitated incident management, working closely with the Service squad to address and resolve application issues

• Worked with stakeholders to define requirements and architect solutions for the Electronic Signature initiative
• Coordinated cross-functional teams, including technical, business, and external vendors, to ensure all project phases—from requirements gathering to deployment—were executed smoothly
• Monitored and mitigated risks, proactively addressing potential delays or project challenges
• Facilitated communication between business stakeholders and the technical teams, ensuring clear understanding of project goals and technical feasibility
• Managed the D365 Service integration project with Zendesk via SmartConnect (integration tool)

• Led the CRM Dynamics OnPremise migration upgrade and managed a full cycle implementation for the Plastic Recycling Division
• Defined Project's scope, planning and milestones
• Worked closely with business stakeholders and the Microsoft Partner to ensure the Solution deployment was delivered on time, within budget, and met the required business and quality standards
• Managed project deliverables, sprint cycles, and regular progress reporting to ensure alignment among teams
• Provided post-go-live support, and worked with the Microsoft Partner to ensure ongoing system performance and user adoption

• Solved complex problems, involving broad product knowledge and functional specialty areas for both Online and OnPremise CRM deployments
• Engaged in internal collaboration to ensure the best resolutions for critical, sensitive, and political cases
• Handled escalations in my SME Area (Application and Customizations)
• Maintained a high level of domain and technical skills in Microsoft CRM Dynamics

Side Project: Social Media Lead

• Managed the online presence of the CRM EMEA Support Team on various Social Media channels
• Performed social listening in order to identify trends and drive SME content creation and publishing

• Evaluated and assigned the incoming Service Requests to the appropriate product specialists