Likita Kumari
Microsoft Dynamics 365 Crm @Verizon
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WORK HISTORY
Microsoft Dynamics 365 Crm @Verizon
DE, US
Led design and implementation of Oracle Service Cloud and Genesys Cloud CX integrations for enterprise-scale customer service operationsConfigured workspaces, workflows, queues, and business rules in Oracle Service Cloud to optimize customer service efficiencyDesigned and deployed Genesys Architect flows for IVR, ACD, and omnichannel routing serving millions of customer interactionsIntegrated SIP-based telephony systems with CRM platforms, configuring call routing logic and improving customer experienceAnalyzed business requirements and translated them into scalable CRM workflows, reducing manual processes by 40%Coordinated ERP, Knowledge Base, and Reporting system synchronization across multiple enterprise platforms, enhancing data consistency and operational efficiencyMentored client-side users and internal IT teams on CRM best practices and system optimizationEnsured compliance with GDPR and HIPAA standards for customer data privacy and security
EDUCATION
Cleveland State University
Masters
ABOUT LIKITA KUMARI
Versatile software engineer with a strong foundation in full stack development, leveraging experience in JavaScript, PHP, and C# to build scalable web applications. Proven ability to integrate complex systems and automate processes, demonstrated through successful CRM and telephony system integrations. Skilled in using Azure DevOps and CI/CD pipelines to enhance development efficiency. Eager to apply technical expertise to drive innovation and deliver robust solutions as a Full Stack Engineer.
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