It Project Business Analyst
Resume:
DINESH GURURAJ *******.******@*******.***
CRM Expert, CRM Strategies, CRM Technologies
Salesforce Certified Business Analyst Scrum Certified Product Owner Certified Scrum Master PROFESSIONAL SUMMARY
Results-driven CRM Program Manager with 20 years of experience in customer engagement, digital transformation, and enterprise CRM solutions. Adept at leading cross-functional teams, fostering platform adoption, and driving process improvements to enhance customer and stakeholder experiences. Skilled in leveraging CRM technology to improve operational efficiency, optimize user adoption, and generate data- driven insights for business growth. Expertise in CRM implementations across diverse industries, including healthcare, higher education, luxury retail, and real estate. CORE COMPETENCIES
CRM Platform Adoption & Process Improvement Stakeholder Engagement & Change Management Customer Journey Mapping & Data Analytics Business Analysis & Project Management Training, Documentation & End-User Support CRM Workflow Optimization & Automation Report Development & Insight Generation
KEY ACHIEVEMENTS
• Increased CRM platform adoption by 40% through targeted training programs and process enhancements.
• Spearheaded stakeholder engagement strategies, driving high satisfaction rates among key user groups.
• Developed actionable reports and dashboards to provide strategic insights for internal teams.
• Led successful CRM system upgrades, improving overall user experience and operational efficiency. PROFESSIONAL EXPERIENCE
General Manager – Solutions - Anubavam Technologies Oct 2023 – Present
• Designed CRM adoption strategies for higher education clients, aligning platforms with business objectives.
• Developed training programs and change management initiatives to enhance user engagement and platform utilization.
• Led process optimization efforts to improve CRM efficiency and ensure sustained platform success. Technology Lead - Qatar Financial Centre Authority Nov 2018 – Sep 2023
• Managed CRM technology solutions, ensuring platform alignment with institutional goals.
• Partnered with stakeholders to implement process improvements that enhanced customer experience.
• Conducted regular CRM usage assessments, identifying and addressing adoption challenges. Senior CRM Officer - Qatar Airways Sep 2016 – Jul 2017
• Led CRM adoption initiatives across customer service teams, optimizing response times and engagement strategies.
• Developed CRM process enhancements that reduced inefficiencies and improved end-user satisfaction. EARLIER ROLES INCLUDE
Quality Administrator, Qatar Financial Centre Authority Partner Technical CRM Consultant, Teamware Solutions for Microsoft India CRM Executive, Alfardan Properties
CRM Analyst/Consultant (Freelance)
CRM Manager, Trafalgar General Trading
Mid-Market Relations Specialist, AMS International for Microsoft EDUCATION & CERTIFICATIONS
• Post Graduate Program in Market Research & CRM (Ongoing) – Universidade Nova de Lisboa
• Master of Computer Applications – University of Madras
• Salesforce Certified Business Analyst – Salesforce
• Scrum Master Certified (SMC) – Scrum Alliance
• Certified Scrum Product Owner (CSPO®) – Scrum Alliance
• Six Sigma: Green Belt – LinkedIn
Contact this candidate