DINESH GURURAJ ad3dyq@r.postjobfree.com

+974-********

Dinesh is a CRM Expert focusing on providing solutions to Business Teams, helping them achieve goals, and enabling them with insights into the Customer Relationship space. He has been successful at adapting to systematically shifting business needs and priorities with an exceptional reputation for resolving problems, improving customer satisfaction, and driving overall improvements in interfacing between Technology and Business Units.

CRM Expert Salesforce Certified Business Analyst Scrum Certified Product Owner PROFILE and CAREER SUMMARY

Dinesh has spearheaded CRM projects, delivered tailored solutions to diverse business teams, and adapted strategies based on evolving needs and priorities, increasing customer retention, and boosting upsell revenue. Dinesh oversees comprehensive improvements to the CRM system, implementing detailed customer journey mappings and validation techniques resulting in successfully minimizing customer support issues, leading to enhanced efficiency and a boost in revenue. With a seasoned career spanning over 16 years, throughout his journey, He has successfully established, led, and delivered CRM Solutions and customer-centric initiatives single source in communications and service. PROJECT HIGHLIGHTS

Education Technology Management for University and Professional Training

• CRM End-to-end Implementation for Higher Education with savings of over 66% from current spend YOY.

• Included elaboration of the admission process to identify the application drop stage for applicant retention and progression.

• Revamped website aligning with the Marketing department for effectiveness in SEO and user behavior analysis.

• Developed and deployed a cost-effective (90% cost-saving) in-house Attendance system to track student attendance, identifying latecomers and absentees. Incorporated communication strategies for student retention and prevention of dropouts.

• Integrated an Online QuickPay system to facilitate quick online payment reducing the number of late payers and required follow-up for nonpayment.

• Salesforce CRM enhanced and customized Sales visits, tracking with tailored evaluation and qualification of customers and opportunities.

• Process optimization with Power Automate for internal request tracking and approvals for analysis of delays and bottlenecks. Airline Management

• Microsoft CRM Support and Enhancement for Airlines.

• Reduced response time from departments on queries from customer-facing departments for better customer delight. Luxury Retail Management

• Microsoft CRM end-to-end implementation for Luxury Retail

• Warranty and Complaints, after-sales registration with a status check by the customer integrated into the website. Real Estate Management

• Microsoft CRM end-to-end implementation for Real Estate for residential and commercial establishments. WORK EXPERIENCE

Independent Consultant

09/2023 – Present

• Enhance system efficiency by researching, streamlining processes and implementing automation strategies. Technology Lead at Qatar Financial Centre Authority, Qatar Finance and Business Academy www.qfba.edu.qa 11/2018 – 09/2023, Qatar Education Technology

• Elicited and finetuned requirements for CRM with use cases, process flows, and functionalities from cross-functional departments for a single source of truth.

• Leveraged Customer Success Methodology and partnered with stakeholders to understand and assess goals and provide recommendations to help accelerate the achievement of business and technology objectives.

• Redesigned and implemented the University's ongoing critical academic operations, including admissions and enrollment, financial aid, grade evaluation, student billing, and other academic progress and services.

• Led technological discussions and reviewed practices to maintain process compliance and threshold adherence. Improved services and technologies through continued analysis of system performance. Senior CRM Officer at Qatar Airways www.qatarairways.com 09/2016 - 07/2017, Qatar Airline Management

• Worked within the CRM Department and was responsible for conceptualizing and implementing processes required to ensure a customer-focused operation of the Customer Care unit.

• Responsible for the creation and implementation of CRM process and structure.

• Worked closely with other service delivery units to ensure that all customer-facing processes across the entire customer journey were customer-centric, reviewed, and continuously improved for service quality.

• Mapped, documented, and maintained records of all customer-facing service processes and back-office processes relevant to a customer-centric organization.

• Monitored and mitigated plans for ongoing activities of the CRM project whenever required. Managed and delivered CRM projects through structured governance, including status reporting, follow-up, and coordination with other departments.

• Ensured adherence to processes, policies, and procedures within the TAT stream-lining processes between various back-office departments with customer-facing ones.

• Provided subject matter expertise to other departments and group companies concerning individual CRM System needs and requirements.

GROWTH PATH

• Quality Administrator Qatar Financial Centre, Qatar Finance and Business Academy Education Technology, (01/2015 – 08/2016). Salesforce CRM Enhancement and maintenance

• Partner Technical CRM

Consultant

Teamware Solutions for Microsoft

Solution Provider, (04/2014 - 01/2015)

• CRM Executive Alfardan Properties Real Estate, (06/2013 - 03/2014). CRM Implementation with ERP Integration, Process enhancement, and change management on business processes

• Freelance- CRM Analyst/

Consultant

Solution Provider, (12/2011 - 04/2013).

CRM implementation, upgrades, trouble-shooting issues, customer behavior analysis and engagement, and lifecycle contact strategy.

• CRM Manager Trafalgar General Trading,

Luxury Retail, (11/2010 - 10/2011).

CRM Implementation with After Sales and Warranty and Complaints Management.

• Mid-Market Relation Specialist AMS International to Microsoft, Solution Provider (02/2010 - 07/2010) Customer touchpoint Strategy and retention

• CRM System Designer Nokia Siemens Networks,

Telecom Provider (02/2009 - 08/2009).

SAP CRM Opportunity Management

• Associate Manager CRM Schneider Electric UAE

Energy Management, (08/2005 - 01/2009).

CRM Implementation and Support, Sigma Project, SAP CRM rollout EDUCATION AREAS OF EXPERTISE TRAININGS and CERTIFICATIONS

• Master of Computer

Applications - University of

Madras, India

• Bachelor’s Commerce

- University of Madras, India

• Post Graduation (pursuing) in

Market Research and CRM

- Universidade Nova de Lisboa

Customer Relationship Management

• Microsoft CRM - advanced,

• Salesforce CRM - advanced,

• Creatrix Campus – advanced

• Slate – basic

• Strategic Management Program

• Data Science and Machine Learning

with Python

• Project Management Training

• Business Analyst Training

• Salesforce Certified Business Analyst

AREAS OF INTEREST

• Business Analysis

• Project Management

• Consumer Behaviour

• Customer Experience Management

• Business Process Management

• Customer Journey Mapping

• Market Research

• Customer Segmentation and

Profiling

• Programming Excel, SAS, SQL

• Process optimization with Power

Automate

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