KARTHIKA SHREE SELVARAJU

• Identified opportunities for process improvement by analyzing trends in customer service inquiries logged in the CRM.
• Enhanced customer satisfaction with prompt issue resolution through effective CRM management.
• Managed user access rights, roles, and permissions within the system to maintain data security and integrity.
• Integrated third-party applications with the CRM to enhance functionality and streamline operations.
• CapitaLand- CapitaLand Group (CapitaLand) is one of Asia's largest diversified real estate groups. Headquartered in Singapore.

MS Dynamics CRM AMS support

ROLES AND RESPONSIBILITIES:

• Provide End to End L2 support on MS Dynamics CRM applications.

• Resolving incidents and service requests raised by End Users, SMEs in stipulated time period.

• Interacting and coordinating with teams like Dell Boomi, Yardi and ORD in resolving incidents.

• Have good hands-on and support experience on Sales Hub, Catapult, Portal Management, Customer Voice (Survey), ClickDimensions and Campaign and Marketing applications.

• In depth hands-on experience on creating new security roles and its access permissions in CRM for users based on client’s requirement.

• Role includes interaction with customers, Requirement gathering, transfer the gathered requirements to the L3 support team if it is out of our scope and coordinate with L3 team to arrive with the solution.

• Taking the Lead to perform UAT in test system and provide UAT signoff to deploy the changes in Production system.

• Worked on customizing the views, fields, forms in CRM and also created and deployed new SLAs, SLA Items and SLA Masters for Service tickets in both UAT and Production Environment.

• Providing and changing Security roles for the users for CRM access based on Business Unit.

• Worked with Infra team to renew the License and to resolve cloud alerts.

• Monitoring Integration issues on daily basis caused due to User error and impart trainings to Users which protects from repeated issues.

• Documenting SOPs, Knowledge Transfers and Job Aids for end users and IT support.