Sakiyo

Senior Microsoft Dynamics 365 CRM Solution Architect with 10+ years of experience leading enterprise CRM initiatives, digital transformation programs, and customer engagement strategies for organizations of varying scale and complexity. Specialized in designing and delivering end-to-end Dynamics 365 Customer Engagement solutions encompassing Sales, Customer Service, Marketing, Field Service, and integrated Microsoft technologies. Proven track record of aligning business objectives with technology capabilities, optimizing customer-facing processes, and delivering scalable, secure, and data-driven CRM platforms.

Adept at solution architecture, stakeholder management, system integration, governance, and cross-functional leadership, consistently driving operational excellence, user adoption, and long-term business success.

Microsoft Dynamics 365 CRM Solution Architect at EY (2023-01 – Present)

• Led the architecture and implementation of enterprise-scale Microsoft Dynamics 365 Customer Engagement (CRM) solutions supporting Sales, Customer Service, Marketing, and Field Service operations.
• Created scalable and secure CRM platforms, optimizing customer engagement processes and improving operational efficiency across multiple business units.
• Architected end-to-end Dynamics 365 CE solutions, including lead management, opportunity tracking, case management, customer journeys, and service automation.
• Directed CRM modernization and migration initiatives, successfully transitioning legacy customer management systems to Dynamics 365 CRM with minimal business disruption.
• Created and implemented integrations with Microsoft 365, Power Platform, Azure Services, REST APIs, and third-party applications to ensure seamless data exchange.
• Provided solution architecture leadership for Dynamics 365 customizations, business process flows, workflows, security models, dashboards, and automation solutions.
• Collaborated with 20+ business stakeholders to conduct requirements workshops and define CRM strategies, contributing to digital transformation initiatives that improved customer engagement by 35%.
• Implemented CRM governance and deployment standards that improved platform stability by 25%, increased user adoption by 40%, and reduced post-go-live support requests.

Senior Microsoft Dynamics 365 CRM Consultant at RSM US LLP (2018-10 – 2022-12)

• Led end-to-end implementations of Microsoft Dynamics 365 Customer Engagement (CRM) solutions, aligning customer engagement strategies with business objectives and operational goals.
• Gathered and analyzed business requirements, conducted fit-gap analysis, and translated customer relationship management needs into scalable Dynamics 365 CRM solutions.
• Configured and optimized Dynamics 365 Sales, Customer Service, Marketing, and Field Service modules to improve customer experience, productivity, and service delivery.
• United with technical teams on customizations, integrations, data migration, and system enhancements using Dataverse, Power Platform, Azure Services, and REST APIs.
• Facilitated User Acceptance Testing (UAT), solution validation, training, and go-live activities to ensure successful project delivery and high user adoption rates.
• Designed and implemented CRM dashboards and reporting solutions using Power BI, providing stakeholders with actionable customer insights and performance metrics.
• Conducted stakeholder workshops, business process reviews, and knowledge transfer sessions to support change management and maximize CRM platform utilization.
• Provided post-implementation support and continuous platform optimization across 10+ CRM projects, reducing issue resolution time by 30% and improving overall system performance and user satisfaction.

Dynamics 365 CRM Technical Developer at Dynamic Consultants Group (2016-01 – 2018-09)

• Enhanced and customized Microsoft Dynamics CRM solutions, including entities, forms, views, workflows, dashboards, and business process flows to support customer engagement initiatives.
• Planned and implemented custom plugins, workflows, JavaScript, and.NET-based extensions to enhance CRM functionality and automate business processes.
• Supported Dynamics CRM Sales, Customer Service, and Marketing modules through system enhancements, customization, and process optimization.
• Developed SSRS reports, CRM dashboards, and data reporting solutions to provide actionable customer insights and improve business visibility.
• Integrated Dynamics CRM with external applications, Microsoft Outlook, SharePoint, and third-party systems using REST APIs, web services, and custom integrations.
• Participated in data migration, system upgrades, testing, and deployment activities, ensuring data integrity and smooth platform adoption.
• Troubleshot application issues, optimized system performance, and conducted code reviews to improve solution quality and maintainability.
• Worked together with functional consultants and business stakeholders across 15+ CRM projects, delivering technical solutions that improved process efficiency by 25% and enhanced user experience.

Bachelor of Science in Computer Science – UC University (2012-01 – 2015-11)