Role: Customer Engagement Technical Consultant 

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Role Responsibilities: 

• Supported 65+ clients, delivering 1,800+ billable hours across troubleshooting and enhancement engagements.

• Served as the primary point of contact, managing communications, logistics, and implementation for an average of 25-30 concurrent projects, consistently meeting deadlines and ensuring client satisfaction.  

• Built and automated business processes with Power Automate and Azure Logic Apps, and crafted Power BI dashboards that provided real-time analytics to drive measurable efficiency gains.

• Customized and extended CRM data models using JavaScript, C#, .NET, creating custom plugins, portal solutions, and API connectors that enabled seamless data flow while improving UX design and overall client experience.

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A Typical Day in the Role: ​

This role blended strategic client engagement with hands-on technical execution. Daily, I led requirements-gathering sessions and client check-ins, driving alignment on business needs, defining project scope, and guiding overall solution direction. I regularly presented finalized solutions to both technical and non-technical stakeholders, tailoring each presentation to ensure clarity, relevance, and adoption across diverse audiences.

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On the technical side, I designed and delivered end-to-end solutions within Microsoft Dynamics 365 CRM. I worked extensively across all five core modules—Customer Service, Sales, Field Service, Project Operations, and Marketing—developing scalable and integrated systems. My work included building Power BI dashboards, developing system integrations, creating SSRS reports, and delivering custom Power Pages and Portal solutions to enhance user experience and business functionality.

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Customer Lifecycle Dashboard | Power BI:

• Designed and implemented custom DAX logic for all five lifecycle stages

• Enabled real-time measure updates for dynamic customer classification

• Delivered a high-level overview that informed retention strategy and resource allocation

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One of my favorite projects during my time at RSM was developing a Customer Lifecycle Dashboard in Power BI. The client wanted to understand customer behavior better. This interactive visualization segmented customers across five key stages - Acquired, Current, Lapsed, Lost, and Reactivated - providing leadership with a clear, real-time view of customer engagement patterns.

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I collaborated directly with stakeholders to define lifecycle thresholds, then built the underlying DAX measures to classify customers dynamically. For instance, a "lapsed" customer was defined as someone whose last purchase fell outside a rolling 365-day window, with formulas updating automatically as new transaction data arrived. The dashboard revealed actionable insights into when and why customers churned, enabling the team to identify trends in activation, retention, and reactivation.​​​

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Certifications Earned: 

• PL 300: Power BI Data Analyst

• ​PL 900: Power Platform Fundamentals 

• MB 220: Customer Insights - Journeys/Marketing 

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Platforms Worked With:

• Microsoft D365 CE Modules: Customer Service, Sales, Marketing, Field Service, and Project Operations 

• Power Platforms: Power BI, Power Apps (Canvas & Model-driven), Power Automate, Power Pages & Custom Portals (C#), Copilot Studios with Power Agents. 

• Azure Products: DevOps, Pipelines, and Repos

• Misc: SSRS reports, SmartConnect, Visual Studio & Visual Studio Code, PowerShell & SSIS packages, XRM Toolbox

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Languages: ​

• HTML/CSS, JavaScript, Python, VBA, R, SQL, FetchXML/Liquid, C#​