01
CRM modernization
Customer engagement workflow redesign
Clarified business processes and translated stakeholder needs into system-ready CRM requirements.
- Mapped current-state and future-state workflows for sales and service teams.
- Structured user stories, acceptance criteria, and testable business rules.
- Helped align process owners, technical builders, and business users around a shared delivery path.
02
Dynamics 365 CE
Functional design for sales and service operations
Turned business scenarios into CRM behavior, screens, data capture needs, and role-based workflows.
- Documented entity relationships, process stages, field logic, and customer record usage.
- Reviewed edge cases with users to reduce ambiguity before configuration and testing.
- Supported UAT through scenarios that matched real operating routines.
03
Power Platform
Low-code automation opportunity mapping
Identified repeatable manual work that could become controlled, maintainable workflow automation.
- Separated useful automation from process noise and unclear ownership.
- Defined triggers, handoffs, exception paths, and governance boundaries.
- Connected automation ideas back to measurable user and operations value.
04
AI readiness
Preparing workflows and knowledge for AI-enabled tools
Explored how structured inputs, clean prompts, and reliable business context can support AI-assisted work.
- Built project demos that turn job, resume, and business context into usable outputs.
- Documented guardrails around user limits, privacy, cost, and controlled generation.
- Connected AI experiments to practical business workflow design.