Iffa Taqui Jowher

Microsoft Dynamics 365 Crm Developer @埃森哲

IN

Microsoft Dynamics 365 CRM Developer with 3 years of experience across Omnichannel, Customer Service, Sales, and Field Service modules. Skilled in complex configurations, automation with Power Platform, and proactive bug resolution to ensure seamless CRM delivery- Awarded Sparkling Star Award for exceptional contributions to CRM projects and Omnichannel delivery- Specialized in Dynamics 365 Omnichannel for Customer Service, delivering end-to-end implementations- Configured Voice Channel, integrated telephony, and implemented Agent Scripts, Macros, Session Templates- Designed routing strategies (Round Robin, skill-based, etc) and set up capacity models, workstreams, notification templates to optimize case handling- Delivered multiple Change Requests (CRs) with complex Omnichannel configurations tailored to client requirements- Hands-on expertise in Customer Service, Sales, and Field Service modules, configuring entities, forms, business rules, and Power Automate flows to streamline operations- Improved Field Service operations by managing work orders, scheduling, and resource utilization, ensuring on-time service delivery- Proactive in bug identification and resolution, working closely with stakeholders to track, troubleshoot, and resolve issues quickly in DevOps- Collaborated in UAT & SIT, validating business processes and ensuring stable deployments.