- Work closely with customers and project team to understand client business requirements, analyze business processes, perform fit gap analysis.- Gather and create functional requirements and solution designs – brainstorming and designing custom solutions to meet complex business requirements.- Convert requirements into functional specifications for retail and supply chain management, which is the basis for the technical analysis.- Mapping customer requirements with OOTB solutions and proposing Microsoft’s best practices workarounds for challenging requirements- Preparation of Functional Design Document (FDDs) based on the agreed solution, getting it approved from all stakeholders and work with technical and business team throughout the development and delivery of the solution.- Creating process flows, uses cases and user stories for business and technical team. Preparation of training manuals and delivering key user & end user training.- Preparing and conducting solution demonstration, UAT and CRP sessions.- Configuring Dynamics 365 retail & commerce and SCM to meet clients' requirements.- Configuring Dynamics 365 Headquarters; configure products, prices, discounts, loyalty, and affiliations.- Manage Point of Sales (POS) in Dynamics 365 Commerce; configure and manage Dynamics 365 Commerce call centers.- Working with cross functional teams to develop custom applications for client. - Mentoring junior team members in business problems, developing solutions & implementing the same.- Involved in pre-sales demo configurations for retail and commerce.- Act as liaison with development team, extended project team and the client, perform release planning, iteration, and project planning with project manager

Worked as an Operations Lead, I successfully transformed client operations into a much more efficient business unit. My other accomplishments and duties include:- Being involved in overseeing & managing strategic marketing Operations & heading Operations department for communicating to and collecting analytical insights for BI reporting from consumers. We provide these services to major utility, FMCG, automotive, food, financial services, hospitality & non-profit clients.- Building and managing Operations team, which includes hiring (with the assistance of HR), training, performance management, individual targets & objective setting, conducting yearly & quarterly PRs.- Integrated WhatsApp for business, a major turning point in company’s’ existing business model.- Lead M-Commerce & E-Commerce business unit operations.- Maintaining close co-ordination with Business, Engineering & Data team on system (TEXT Studio, CMS, OMS, AMS, and Dashboard(s)) & SOPs development.- Overseeing Quality Assurance.- Escalation management & maintaining follow ups with the clients.

- Managed clients’ account & day-to-day text marketing & customer service operations.- Provided efficient day-to-day service & support to customers, manage open cases & up stream coordination.- I used engaging communication techniques coupled with analytical insight to create high value, long-term customer relationships.- Collaborated with team members to deliver demanding client requests- Trained team, planned & scheduled shifts. - Major projects I Led: Cornetto PopRock Concert, Nestle Digital Day.

Use engaging communication techniques coupled with analytical insight to create high value, long-term customer relationships. Collaborate with team members on social media campaigns, monitor, run & mange social accounts.