Mayank Bhatnagar
Technical CRM Business Analyst | Microsoft Dynamics 365 CE/CRM Functional Consultant
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About
15+ Years of Experience: Senior Technical Business Analyst and MS D365 CE/CRM Functional Consultant specializing in digital transformation, CRM deployments, and process automation across the Automotive, Manufacturing, Retail, and IT sectors Microsoft Cloud Expertise: Hands-on mastery of Dynamics 365 CE (Sales, Customer Service, Customer Insights, Omnichannel Contact Center), Power Platform (Power Automate, Canvas/Model-Driven Apps), and Dataverse. End-to-End Delivery: Proven track record in Agile/Scrum environments leading stakeholder workshops, requirements elicitation (BRD/FRD), user story creation, UAT coordination, and cross-functional team leadership. AI-Driven Productivity: Expert at integrating Microsoft Copilot, GenAI, and Copilot Studio workflows to accelerate technical documentation, test prep, and business automation, and leading cross-functional teams Work Status: Authorized to work in the USA for any employer (No sponsorship required) Targeting: Detroit Metro / Hybrid / Remote Roles Availability: Immediate
Experience
Senior Business Analyst / Dynamics 365 CE Functional Consultant - Capgemini - US / North America Delivery
(2022-02 - 2026-09)
- Led end-to-end functional design and requirements elicitation for enterprise Dynamics 365 CE (Sales, Customer Service) and Power Platform deployments, delivering scalable CRM solutions for over 2000 users across 4 regional business units
- Partner with business, product, and technical stakeholders to translate business needs into user stories, acceptance criteria, functional specifications, process flows, and solution design artifacts
- Business architected Omnichannel for Customer Service routing (Chat, WhatsApp, IVR) and defined complex SLA KPIs, improving Omnichannel case routing accuracy and enabling a 15% increase in First Call Resolution (FCR)
- Configured Dataverse-driven D365 CE solutions and Power Automate Cloud Flows, integrating DocuSign APIs to automate contract approvals, reducing manual processing time by 30%
- Directed solution delivery lifecycles, sprint backlog refinement, and defect triage utilizing Jira and Azure DevOps, coordinating cross-functional technical teams to achieve a on-time deployment for quarterly releases
- Applied Microsoft Copilot, GenAI, AI Builder, and Azure OpenAI-aligned patterns to accelerate analysis, documentation, test support, workflow automation, and productivity-focused proof of concepts
- Facilitated complex stakeholder discovery workshops, translating business needs into comprehensive user stories, acceptance criteria, and functional design artifacts (BRD/FRD) to secure accelerated sign-offs from product and business sponsors
Presales Lead / CRM & Power Apps Consultant - Larsen & Toubro Ltd
(2019-08 - 2022-02)
- Spearheaded presales strategy and solution architecture for enterprise Dynamics 365 and Power Apps opportunities, orchestrating discovery workshops and generating comprehensive RFP/RFI responses that contributed to a increase in CRM pipeline conversion
- Partnered directly with enterprise sales directors and technical delivery units to architect value-driven CRM roadmaps, delivering high-level project estimates and implementation plans for contracts
- Built stakeholder confidence through structured communication, milestone reporting, consultative selling, and cross-functional coordination across business and delivery teams.
- Mentored a cross-functional batch of 20 business analysts and functional consultants, standardizing requirements documentation and delivery-readiness practices, which accelerated project kickoff timelines
Enterprise Sales / Digital Transformation Consultant - Datamato Technologies - IBM Platinum Business Partner
(2016-01 - 2019-01)
- Led enterprise sales motions for IBM Cloud, Data & AI, Automation, Storage, and Power Systems solutions across strategic accounts.
- Developed pipeline through prospecting, account planning, consultative selling, demos, and multi-stakeholder engagement with business and technical decision-makers
- Coordinated with SMEs and solution architects to position platform capabilities, manage complex sales cycles, and improve forecasting through CRM and digital sales tools
Retail Operations / Sales & Marketing Leadership - Future Group and Shoppers Stop Ltd
(2011-02 - 2015-12)
- Led retail operations, sales execution, merchandising, customer engagement, marketing campaigns, loyalty initiatives, vendor coordination, and inventory-focused business improvements
- Built a strong foundation in front-line operations, customer experience, revenue management, team leadership, and process improvement across retail environments
Education
MBA - Marketing & Systems
Bachelor of Engineering - Computer Science
