Headline

D365 CRM Functional Manager | Delivery Lead | Sales, Customer Service & Field Service | Oil & Gas | Enterprise CRM Transformation | Available to Join Immediately

About

I’m a Microsoft Dynamics 365 CE Functional Manager with 12+ years in D365 CE (19 years overall in CRM consulting), working across Sales, Customer Service, Field Service, and CPQ-led transformation programs. My experience spans large-scale implementations, global rollouts, AMS engagements, and consolidation initiatives — supporting digital transformation efforts for Fortune 500 clients across industries like Oil & Gas, Manufacturing, Healthcare, BFSI, and Education. I work closely with business and technology stakeholders to drive functional solutioning, process transformation, and delivery governance across complex CRM programs. This typically involves fit-gap workshops, validating solution design, UAT and go-live readiness, stakeholder alignment, and ensuring adoption after rollout. I bring global delivery experience in onsite–offshore models across the USA, Australia, and Europe, collaborating with distributed teams to deliver practical, business-aligned solutions. Along the way, I’ve mentored functional consultants and contributed to strengthening delivery capability — improving consistency, solution quality, and overall execution across engagements. What I enjoy most is simplifying complex business processes and delivering CRM solutions that actually work effectively for both business teams and end users!!

Location

Noida

Work experience

Functional Manager - CRM at Birlasoft, Nov 2019 - Present · 6 yrs 7 mos, Noida, • Leading Dynamics 365 CRM implementations, rollouts and support engagements for enterprise clients • Working on Sales and Field Service modules for a global Oil & Gas organization • Conducting requirement workshops, solution discussions, and design walkthroughs with business stakeholders • Acting as the primary functional SPOC for clients • Coordinating with technical teams on customizations, integrations, and deployments • Supporting pre-sales activities including POCs and client demos

Project Lead - CRM at Planet E- com Solutions, Jul 2019 - Nov 2019 · 5 mos, Delhi, India, • Managed post-implementation support for Dynamics 365 Customer Service • Worked closely with business users on enhancements and operational issues • Coordinated with Microsoft support and internal teams for issue resolution

Lead - CRM Functional Consultant at Path Infotech Ltd., Oct 2012 - May 2019 · 6 yrs 8 mos, Noida, UP, India, • Delivered multiple CRM implementations and support projects for domestic and international clients • Led upgrades from Microsoft Dynamics CRM 2013/2015/2016 to Dynamics 365 CE • Implemented Sales, Service, and Marketing modules • Worked on data migration, security roles, and integrations • Actively involved in pre-sales discussions, solution estimation, and demos • Experience across Microsoft Dynamics CRM, Oracle CRM On Demand, Fusion CRM, and Siebel CRM

Business Analyst at C1 India Pvt Ltd, Mar 2012 - Jun 2012 · 4 mos, Noida Area, India

IT Business Analyst - CRM at Fullerton Securities & Wealth Advisors Ltd., May 2011 - Mar 2012 · 11 mos, Gurgaon, India

Education

Master of Computer Applications (MCA), Punjab technical university

Bachelor of Computer Applications (BCA) + Graduate Diploma in IT (GDIT), JIMS