ade3vz@r.postjobfree.com (India) +91-982******* Mumbai 400042

Professional Summary

Microsoft Dynamics 365 certified consultant with proven experience in process consulting and CRM software implementation for about 10+ years in BFSI, Realty, Pharma, etc. domains across various regions and have managed various full life cycle CRM implementation projects. Skill Set & Job Responsibilities

Experience in Microsoft Dynamics CRM 365 (Online & On Premise) & CRMnext products

Experienced in managing full life cycle CRM implementation projects across domains and for high valued customers

Software Consulting, Process Re-engineering & Stakeholder Management

Understanding customer requirements and processes & providing solution to implement the processes in CRM software

Documentation of business processes, requirements, preparation of flowcharts and business process designs

Project Management & Team Management

Hands on in SIT, UAT management and co-ordinating for Production movement, Demos and Presentations

Software Development & Integration Life Cycle

Preparing demos for pre-sales and presentations to help the sales team

RFP analysis and preparing replies to the RFPs and preparing project/effort estimations Work Experience

OCTOBER 2015 - CURRENT

Engagement Manager/Solution Lead Ernst & Young LLP (C Centric Solutions) Mumbai, MH, India

Securities Exchange Commission, Bangkok, Thailand Currently leading the team for MS Dynamics 365 CRM implementation at SEC (Thailand) as a part of their Business Process Model project implementation

Consulted the SEC stakeholders and re-engineered the processes for case management, approval processes, customer management

Responsible for providing solution to implement these processes in MS Dynamics 365

Managed the project, the team and the stakeholders for smooth functioning of the project and responsible for timely deliveries

National Housing Company (Ministry of Housing), Riyadh, Saudi Arabia Implemented Dynamics 365 CE for complete end-to-end digital transformation for subsidized housing management.

Nilesh Mutal

The process covers the entire journey from Pre-Launch - Announcement - Marketing - Sales & Dispute Management for various lines like Sakani, EJAR Rentals, RED, Internal Affairs, Direct Markets

Managed and lead the team of Business Analysts and responsible for providing solution for the processes and helping NHC achieve the digitization of the sales process of the subsidized housing

One Aditya Birla Corporation Project, Mumbai, India Lead and Implemented Dynamics 365 for One ABC CRM project which was a part of the One ABC initiative taken up by Aditya Birla Group. The individual child company CRMs and the data of the customers were grouped and represented in the CRM system implemented at the group level.

CRM implementation for group level where data of customer having relation with any of the child company can be visible

Any sales or service request at group level were synchronized with respective CRMs in child company of the group

Processes for employee referrals and cross functional sales were implemented as a part of this project initiative, which lead to boost in cross sales and service to sales across the group

Aditya Birla Asset Management Company, Mumbai, India Managed the implementation of Dynamics 365 Sales & Service management modules for Customer Data Management, Lead Management, Service Management, Broker Management etc., integrated with CAMS, CTI for Contact Center, Mobile Apps, Unified Service Desk, Distributor Campaigns, etc.

Handled the service management module and was responsible for the documentation, solution and delivery of the service management module

Provided solution for relationship management with financial advisors, brokers and banks for sales management

Aditya Birla Financial Services Limited, Mumbai, India Lead the BA team for implementation of Dynamics 2015 Sales & Service management for various Line of Businesses within ABFL (Business Loans, Mortgage, Personal Loans, etc.)

Responsible for understanding the requirements and documentation of the processes

Part of the team configuring and providing the solution for the sales and service processes for various LOBs

Co-ordinating and managing the stakeholders during the SIT and UAT

Pre-Sales Activities

Configured the demos and POCs as a part of various pre-sales activities and supported the sales team in presentations and RFP replies for opportunities like Bank of Canada, Federal Bank, etc. MAY 2010 – OCTOBER 2015

Senior Consultant Acidaes Solutions Pvt Ltd (CRMnext) Mumbai, MH, India

IDFC Bank, Mumbai, India

Part of the team implementing CRMnext software at the bank for customer management, service management and lead management processes

Part of the team working on the customer management module

Worked with various teams within the department and finalized the data structure and integration for the customer management across systems and in CRMnext

ICICI Bank, Mumbai, India

Lead the team implementing CRMnext implementation for Case Management, Customer Management and the Relationship Management (ERV) for retail and the corporate line of businesses at the bank.

Managed the team responsible for understanding the requirements and documentation of the processes

Managed the stakeholders’ expectations and consulted through the solution processes

Lead the team configuring the system and co-ordinated with the developers through the development, deployment and SIT & UAT phases

Pfizer, Mumbai, India

Worked with Pfizer sales and marketing team for implementation of CRMnext online module to implement the sales and KOL relationship management processes.

Tata AIA Life Insurance & General Insurance, Mumbai, India Part of the team implementing Service management and Sales management implementations at the life insurance and general insurance line of businesses of the organization.

Responsible for requirement gathering, documentation and flowcharts preparation

Configured the CRMnext system as per the requirements and supported the lead BA team

Co-ordinated with the developers for development and testing of the system and integration touchpoints (integrations with POS, IGMS, etc.)

Pre-Sales Activities

Configured the demos and POCs as a part of pre-sales for the opportunities like Bajaj Auto Finance Limited, Pfizer, National Bank of Fujairah, etc.

Education Qualification

Master of Management Studies (Finance)

PIMSR, Mumbai University, MH, India

Bachelor of Engineering (Electronics)

Datta Meghe College of Engineering, Mumbai University, MH, India Microsoft Dynamics 365 for Sales (MB-210)

Microsoft Power Platform + Dynamics 365 Core (MB-200) I hereby declare that the details furnished above are true and correct to the best of my Knowledge. Nilesh Natha Mutal

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