Customer Insights Product Owner

Summary

An experienced CRM professional with 15+ years in the [redacted] Dynamics ecosystem, spanning product ownership, project management, consulting, and technical support. Expertise in CRM solution delivery across Sales, Marketing, and Customer Service, with strong capabilities in bridging business requirements and technology implementation to drive adoption and organizational transformation.

Experience areas

1. Customer Insights Product Owner

   • Led global CRM transformation program supporting multiple operating companies in adopting Customer Insights Journeys
   • Designed scalable security model enabling cross-departmental data access while maintaining governance compliance
   • Developed proof of concept showcasing personalized outreach capabilities for targeted campaign delivery
   • Coordinated requirements translation, testing activities, and releases within Agile framework

2. Customer Insights Product Owner

   • Served as CRM subject matter expert contributing to solution blueprint design including process flows and data architecture
   • Designed security models enabling secure data sharing across organizational units with compliance considerations
   • Developed proof of concept demonstrating personalized outreach for targeted communications
   • Translated business contact and event management needs into technical requirements

3. Application Manager

   • Led continuous improvement initiatives focused on product quality and platform adoption
   • Delivered usage metrics and insights to leadership enabling data-driven adoption strategies
   • Co-designed support processes aligned with ITIL best practices for incident management
   • Actively participated in Agile ceremonies supporting delivery of enhancements across teams

4. Power Platform Project Manager

   • Identified and designed Power Platform solutions (Canvas Apps, Power Automate, ChatBot) to enhance business tools
   • Managed project execution, deployment activities, and stakeholder engagement
   • Led governance and administration within the [redacted] environment ensuring compliance and best practices

5. CRM Dynamics Consultant

   • Led requirements workshops and solution design for electronic signature integration project
   • Managed product roadmap and backlog to align with business priorities
   • Managed CRM integration with third-party support platform via integration tools
   • Maintained and supported existing CRM solution for ongoing operations

6. [redacted] Certified Trainer (MCT)

   • Delivered [redacted]-certified training for Dynamics 365 Sales and Marketing certifications
   • Conducted Power Platform Fundamentals training for internal and external clients
   • Provided accredited training on Dynamics 365 CRM fundamentals

7. CRM Dynamics Consultant & Project Manager

   • Reviewed and optimized existing customizations to improve system functionality and performance
   • Led full-cycle implementation and on-premise migration upgrade for major business division
   • Defined project scope, planning, and milestones in collaboration with business stakeholders and implementation partners
   • Provided post-go-live support ensuring system performance and user adoption

8. CRM Dynamics Support Engineer

   • Resolved complex technical and functional issues across online and on-premise CRM deployments
   • Managed escalations and critical cases involving broad product and customization expertise
   • Maintained high-level technical proficiency in CRM platform capabilities
   • Led social media engagement initiatives for support team community presence

9. Technical Assistant

   • Provided technical support to internal teams and ensured compliance with procedures
   • Implemented open-source CRM solution to streamline delivery and support team interactions

10. Support Analyst - CRM

    • Assisted customers with functional and technical issues on SaaS CRM applications
    • Analyzed and documented complex requests for appropriate escalation and resolution

11. Queue Manager - CRM Support

    • Evaluated and assigned incoming service requests to appropriate specialists
    • Served as primary contact for internal processes and procedures

Skills

Certifications

• MB-210 Dynamics 365 Sales
• MB-220 Dynamics 365 Marketing
• MB-910 Dynamics 365 Fundamentals (CRM)
• PL-900 Power Platform Fundamentals