Microsoft Dynamics 365 & Power Platform Lead Functional Consultant - Transparity Solutions (Capita Ltd)
(2025-06)
Led functional solution design for a configurable multi-client pension platform, enabling a common Dynamics 365 Customer Service and Power Pages solution to support CSPS, Unilever and future pension clients with client-specific configuration.
- Client specific solution design, architected a white label CRM solution adaptable across multiple pension clients, starting with one client and scaling to multiple clients managing Member Pension, employers and payroll providers.
- Configured D365 Customer Service Workplace and Omni Channel – Chatbot implementing the Chat Agent, setting the work streams, conversation journeys.
- Designed and built complex power automate flows, workflows and D365 configurations.
- Designed and configured a client specific feature toggle notification framework including personalised communication settings and client configurable variables.
- Collaborated with cross functional teams to enhance the platform's scalability, reduce configuration effort for new clients, and improve user experience for customer service agents and call center team.
- Conducted a comprehensive review of existing functional processes, documented workflows, and identified inefficiencies and redundancies. Developed a backlog of findings, proposed process improvements, and deprecated outdated workflows.
- Owned functional investigation and resolution of complex production and integration issues, working across developers, testers and business SME's through design, implementation, release and post release support.
Microsoft Dynamics 365 & Power Platform Functional Consultant - DVLA (Kerv Digital MS Partner)
(2024-02 - 2025-06)
Kerv Digital is one of the Leading Microsoft Gold CRM Partner (MS inner circle member) in the UK. Worked with DVLA on Dynamics 365 Customer Service implementation.
- Designed and implemented functional solution for managing drivers with multi medical conditions in Dynamics 365 Customer Service (D365). Developed a proof of concept for handling multi medical condition and roll up license decision.
- Designed functional solution to handling Vocational Driver Licenses and Decision in combination with Ordinary Licensing Decisions.
- Conducted a comprehensive review of existing functional processes, documented workflows, and identified inefficiencies and redundancies. Developed a backlog of findings, proposed process improvements, and deprecated outdated workflows.
- Designed and build SLA functionality for reporting and compliance purpose handle multi scenarios.
- Redesigned business process flows for case journey, including medical condition notifications and license renewal cases. Ensured auto progressing of process stages based on completion checks.
- Assisted in transitioning automatic letter generation to a custom Docmosis based solution. Supporting the implementation of conditional formatting, rendering optimisation and Azure storage integration to improve cost and time efficiency.
- Handling inbound correspondence, scan optic batch, status update and ensuring process alignment.
- Implementation of case triaging and Queue routing, error handling process.
- Redesigned Medical tests functionality and sending and resending corresponded to medical professionals.
- Owned the RAS functionality by conducting gap analysis and implementation and leading testing activity.
- Proactively investigating issues, reviewed background processes, and provided solutions while supporting team, conducting demos, and managing configuration and implementation.
Microsoft Dynamics 365 & Power Platform Senior Consultant - Tisski LTD, UK (A Node4 Company) - UK
(2022-02 - 2024-03)
Tisski is one of the Leading Microsoft Gold CRM Partner (MS inner circle member) in the UK. Worked with multiple government and enterprise clients on Dynamics 365 implementations.
- Vehicle Certification Agency (Govt) - Lead/Senior Consultant: Spearheaded various aspects of the project lifecycle, including pre-sales, PoC, solution design, implementation of a new system that encompassed field service, customer service, and a customer-facing self-service portal.
- Leading workshops and actively participating in design, planning, development, testing, and support phases.
- Build and automated most of the business processes in multiple functional areas including accounts, credit control, customer orders, work orders, resource scheduling, fee generation, and document generation.
- Implemented Automatic Fee Generation and Competency Matrix functionality for engineers who issue type approvals for individual components or whole vehicles.
- Optimised resource schedule for engineer (field technicians) to allocate work orders.
- Developed a bespoke solution for issuing vehicle type approval numbers that was previously build on SQL database, a complex criterion that was challenged by client build on Dataverse.
- Installed 3rd party Adobe Acrobat Sign to generate, sign and stamp documents. Utilised XpertDoc and Adobe Acrobat Sign for document generation.
- Engaged in the initial stages of Business Central project, replacing V1 and Sun accounting system.
- Identified technical depth to implement Dataverse service principles.
- Managing Azure DevOps pipeline deployments and user management activities.
- Identified and presented a cost-saving opportunity by recommending the removal of the customer service module, resulting in potential license cost of saving of 100K.
- Ministry of Defence (MoD) - Senior Consultant: Involved in configuration and customization of Training app for defence personal.
- Built a custom training app for defence personal to apply training and maintain competency.
- Automated a status driven application process to track the progress of the training application and maintain the history of attempts to pass competency.
- Hierarchical manager approval process builds, also reporting CRM dashboards, personal dashboards.
MS Dynamics CRM Functional Consultant - QGate Software LTD, UK - UK
(2019-04 - 2022-02)
QGate is a Microsoft Gold CRM Partner, Hampshire, UK. Worked on solution design, implementation, integration, data migration, development, testing, upgrading, environment management, release management, user management and support.
- Expense Reduction Analysis – Global – 760 Active CRM Users: Implemented first party Sales and Marketing modules along with a custom Joint Venture Project business process.
- Bespoke solution to build join venture project team, each team member playing an individual role, managing project payments, invoices, and client payment distributions. Currency exchange rates, currency conversions, payment distributions and fee calculations, sales related activities.
- Developed solution for financial data, calculated fields, roll up fields, Power automate calculations, submission of the Monthly Financial Reports, submissions and missed notifications.
- Created marketing campaigns, customer segmentation, customer journeys, marketing list distribution.
- Developed Power BI data model, created visuals, and published them on the web.
- Dynamics Storage Management – conducted a complete review of the system and offered the best solution to save around 48GB out of 120GB of storage. Set up the bulk deletion jobs, created virtual entities to access the data when needed, using document extractor to save file storage.
- Involved all stages of the project life cycle that includes, workshop, solution design, project management, development, deployment, support, go-live and post go-live support.
- Landguard - Implemented D365 customer service case management and Omni Channels (voice channel).
- Case configuration custom case allocation and notification, KPI SLA implementation.
- Omni channel implemented voice call, queues, routing, agent experience profiles, session templates, Agent scripts, Automated call forwarding, observing schedule calendar and agent availability.
- Circular Systems – Implemented the Sales Module and built configured custom product price list.
- Built data flows to create or sync products from excel spreadsheet stored on shared drive.
- Built Power BI reports for insightful data analysis.
