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Sales Customer Care

Texas City, TX
February 28, 2020

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Sugaprakash Seetharaman


Work Authorization (US Green Card)

Experience Summary

Microsoft Dynamics CRM Technical Architect / Manager focused on providing the best techno-functional solutions to the clients and helping them achieve their goals and objectives in customer relationship space.

I have strong development experience in Microsoft Dynamics 365 CRM/2016/2015/2013/2011/4.0/3.0.

Experienced in C#, ASP.Net, WEB API, WCF, XML, XSLT, ASP, HTML, CSS, Java Script, SQL 2000/2005/2008/2012, SSIS, and SSRS.

Experienced in Dynamics 365 CRM Customer Engagement, Marketing, and Field Service, Power Automation/Flow, and Power Apps.

Having 15+ years of Total IT experience with various roles such as Technical Architect, Consultant, Engagement Manager, Technical Lead, Programmer, and Developer.

CRM veteran with 11+ years of Dynamics CRM experience in all the dynamics versions with more than 10 projects end to end implementation.

Customize the Dynamics CRM Application using Microsoft supported and recommended practices to fulfill the business needs.

Create technical/functional design documents for Dynamics CRM for a clear and complete understanding of the requirements for accurate solution delivery to the business team.

Create and update plugins and custom workflow activities using whenever necessary.

Create Java Script for User Interface customization which cannot be achieved using OOB features and available customization methods.

Collaborate with agile team to use best practices and guidance from the business team in effort to integrate and improve methodologies and user experience.

Provide solution/Identify and recommend product customizations and enhancements to meet end user requirements using Dynamics CRM Solution.

Involved in building the development team by hiring resources as per the requirement.

Monitoring the sub ordinates daily work progress through continuous review process to complete their functions.

Responsible to perform the performance appraisal for subordinates and recommend promotions.




MB2-716 Microsoft Dynamics 365 Customization and Configuration.

MB2-704 Microsoft Dynamics 2016 Customization and Configuration.

Microsoft Certified Specialist for MSCRM Dynamics CRM application.

Employment History

Tata Consultancy Services (May 2010 to till date)

oClient : Humana

Project : RSVP Group Medicare Marketing CRM

Project : Humana – Retail Sales CRM

Project : Humana - Spectrum

HCL Technologies (Oct 2007 to May 2010)

Client : Lloyds Bank - Project : CASE CRM

Client : HIRCO - Project : Real Estate Sales CRM

Client : CAT – Project : GIMMCO Sales CRM

Client : Singapore Air Lines – Project : SFS Sales CRM

Interworld (Mar 2006 to Oct 2007)

Project : Eagles

Project : ETS

Rushmore Consultancy Services (June 2004 to Feb 2006)

Project : Lease Harbor

Projects Details

1. Humana Group Medicare Marketing [Jan 2020 – Till Date]

Humana Group Medicare Marketing CRM application is developed for agents to organize and promote the events for Group Medicare customers. This application also provides additional features for agent to segment the customer and plan for the marketing by using customer journey. Dynamics 365 Marketing portal is also implemented for customers to search and register for the events based on the GEO locations.

Technologies: Dynamics 365 CRM Marketing, Power Apps, Power Automation (flow), Power BI, Microsoft Visual C#.

Roles Played: Technical Architect, Engagement Manager

Location: Louisville, Kentucky

2. Humana Retail Sales CRM [Feb 2012 – Till Date]

Humana Retail sales CRM application is developed to improve the sales process of Humana Medicare products and services of HUMANA. This application helps to improve agents and customer relationships and to increase the Medicare sales revenue. This application is one of the largest dynamics CRM implementations which are developed in multiple phases like below.

Phase1 development (2011 to 2013): Dynamics CRM 2011 development to migrate existing legacy applications which includes Customer Care application for Telesales.

Phase2 development (2013 to 2015): Dynamics CRM 2011 development to migrate existing legacy application (Seminar Management System).

Phase3 development (2016 to 2019): Dynamics 365 upgrade from Dynamics 2011 which includes legacy customer care applications for Telesales.

Technologies: Dynamics 365 CRM, Field Service, MSCRM 2011, Microsoft Visual C#, WCF, Web API,, SQL Server 2008,2012,SSRS, SSIS.

Roles Played: Technical Architect, Engagement Manager

Location: Louisville, Kentucky

3. Humana - SPECTRUM [May 2010 – Feb 2012]

Humana Spectrum is customer relationship management (CRM) application that improves the sales process of the products and services of HUMANA. This application helps to improve agents and customer relationships and to increase the sales revenue.

Technologies: MSCRM 2011, MSCRM 4.0, Microsoft Visual C#, WCF, BizTalk 2009, SQL Server 2008,2005, SSIS, SSRS.

Roles Played: Project Lead/Technical Lead.

Location: Louisville, Kentucky

4. CASE [Sep 2009 – May 2010]

CASE is a Customer Acquisition and Sales Enablement tool. CASE is a combined Microsoft packaged products and technologies to provide Customer Relationship Management tool to Corporate Banking. CASE utilizes Microsoft Dynamics CRM 3.0 at its core to provide visibility of all customer interactions. Relationships Managers use the Microsoft Dynamics CRM interface to capture customer details and information regarding all interactions with customers. CASE is interfaced with legacy systems to support the Sales Process. CASE is configured with outlook client. Users can able to work in outlook offline or online mode with CASE.

Technologies: MSCRM 3.0, C#,, SQL server 2005, SSRS.

Roles Played: Project Lead/Technical Lead

5. HIRCO [Jun 2009 – Aug 2009]

HIRCO was developed to automate real estate sales process and customer interactions in MSCRM. In the real estate business, a unit can be sold to a customer and the relevant process documents will be auto generated by the application. All the units are associated with list of pricing attributes and other additional attributes. Price of each unit will be calculated on the basis of all these attributes.

Technologies: MSCRM 4.0, C#,, SQL server 2005, SSRS. Roles Played: Project Lead.

6. GMMCO [Apr 2009 – Jun 2009]

GMMCO application is facilitate to use the Sales, Marketing and Help Desk operation with in GMMCO -CAT Organization. This application provides superior customer acquisition through better Sales management, effective planning, management and tracking of sales, easy user adoption by the sales force. It also helps GMMCO to track customer contact through each touch point in order to provide customers with consistent, efficient service that ensures satisfaction, enhanced reporting and capabilities through CRM solution.

Technologies: MSCRM 4.0, C#,, SQL server 2005, SSRS. Roles Played: Project Lead

7. SIA-SFS [Sep 2007 – Mar 2009]

Sales Force System is used to automate the sales process for Singapore Airlines. The main focus of the system is converting the lead into opportunity, contact, Account, and also to maintain the customer relationships. SFS is integrated with external legacy system like MIS, PARIS and MAC, and also system has several reports to view by the top management to get the sales details of each account.

Technologies: MSCRM 3.0, C#,, SQL server 2005, SSRS. Roles Played: Project Lead

8. EAGLES [Jul 2006 – Jul 2007]

An EAGLES is an Electronic Acquisition Global Logistic Enterprise Solution. It is online supply chain management software, which is mainly used to integrate the Suppliers and Customers. Eagles are mainly used to manage the large number of manufacturers and suppliers to supply their products to buyer anywhere in the world. Its also helps buyer to consolidate all their purchases, leverages of price reductions, and have the visibility of all supply chain reports and many other reports.

Technologies: ASP.NET, C#, SQL Server 2000 Roles Played: Programmer

9. ETS [Mar 2006 – Jul 2006]

ETS is a window based dot net application which is used to capture the insurance data’s and generates the report to the clients. This application was mainly used by data entry operators.

Technologies: C#.NET, SQL Server 2000 Roles Played: Programmer

10. Lease Harbor [Jul 2004 – Mar 2006]

Lease Harbor is a web application used for the Real Estate management. This application contains many modules and it helps the user to record all the vital information from the Lease Agreement made between Tenant and Landlord. It also involves the effective calculation of dates and dollars. The main objective of the application is to store, manipulate and access the information easily and quickly.

Technologies: ASP.NET, VB.NET, and Oracle 8i. Roles Played: Developer

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