Customer Service Engagement

Ash Butt

Senior Dynamics *** CRM Technical Consultant Sales, Customer

Service, Marketing

****************@*****.*** 956-***-**** Houston, TX – 77002 Profile

I am a Dynamics 365 Customer Engagement consultant with ten years of experience delivering Sales, Customer Service, and Marketing solutions. I specialize in full life cycle implementations covering Dynamics 365 Sales, Customer Service with Omnichannel, and Dynamics 365 Marketing and Customer Insights, supported by Dataverse modeling, Power Automate, and Power BI. I work with business leaders to design scalable applications, customer journeys, and analytics dashboards. My focus is on driving measurable outcomes such as improved conversion rates, faster service response, and higher customer engagement, while ensuring delivery quality through solution architecture, lifecycle management, security, and user adoption. Skills

Dynamics 365 Sales

8+ years, 20+ deployments; improved lead-to-

opportunity conversion by 15–28% through

scoring, routing, and sales sequences.

Omnichannel for Customer Service

Deployed chat, voice, and SMS with skills-based

routing and presence.

Customer Insights – Data (CDP)

Unified 10–15 sources, improved segmentation

and targeting.

Power Automate

Built 250+ flows for approvals, escalations, and

system integrations.

Plug-ins, JavaScript, PCF Controls

Developed 60+ plug-ins and 6 PCFs for business

logic and UX.

Reporting & Analytics (Power BI, DAX, RLS)

Built 70+ dashboards for pipeline, attribution, and agent performance.

Testing & QA

Automated 300+ test cases using Solution

Checker and EasyRepro.

Dynamics 365 Customer Service

Implemented SLAs, entitlements, and knowledge

management to boost CSAT.

Dynamics 365 Marketing / Customer Insights –

Journeys

Designed real-time campaigns with 2M+ monthly

sends.

Dataverse Architecture

Modeled 120+ tables and 40+ BPFs for clean data

and guided processes.

Power Apps (Model-driven & Portals)

Delivered 30+ model-driven apps and portals for

sales and field operations.

Integration (REST/OData, Logic Apps, Service

Bus, KingswaySoft)

Connected CRM with ERP, POS, and MA via Logic

Apps, Service Bus, and REST APIs.

Data Migration

Migrated 1M+ records with KingswaySoft;

improved accuracy to 98–99%.

Change Management

Trained 500+ users; drove >80% adoption within

90 days.

Professional Experience

Senior Dynamics 365 CRM Technical Lead, Velosio

•Participated in all phases of CRM implementations, from business requirement analysis and configuration to testing, cutover, and go-live support. 01/2023 – Present

•Collaborated with public sector and financial services clients, addressing industry-specific challenges and risks during CRM deployments.

•Translated business requirements into detailed functional specifications to guide solution design and delivery.

•Validated system functionality against requirements to ensure the application met business and end-user expectations.

•Documented business requirements, facilitated workshops, and secured stakeholder sign-off for functional designs.

•Provided deep expertise in Microsoft Dynamics CRM modules across Sales, Service, and Marketing.

•Evaluated client business processes against standard Dynamics CRM functionality to recommend best-fit solutions.

•Designed best-practice solutions leveraging product capabilities and industry knowledge, in collaboration with project teams and client stakeholders. Dynamics 365 CRM Functional Consultant, GraVoc

•Scoped and designed Dynamics 365 CRM solutions for Sales pipeline, Campaign Automation, and Case Management.

05/2018 – 12/2022

•Translated business needs into CRM data models, creating ER diagrams to define complex entity relationships.

•Configured dynamic business process flows with conditional branching across Sales, Service, and Marketing modules.

•Developed custom workflows and plug-ins in C# .NET to support lead scoring, escalation, and routing logic.

•Implemented JavaScript enhancements and client-side scripting to deliver responsive and user-friendly experiences.

•Integrated CRM with Microsoft Outlook and Office 365, enabling seamless email and productivity workflows.

•Led data migration from legacy CRM systems using SSIS and Scribe, ensuring accuracy with source-to-target mapping.

•Designed security models with Business Units, Roles, and Field-Level Security tailored to organizational access needs.

•Delivered dashboards and analytics using SSRS and embedded Power BI, alongside training workshops to drive adoption.

CRM Analyst, AtQor

•Supported requirement gathering and process discovery for marketing, service, and sales teams.

05/2015 – 04/2018

•Configured basic CRM components: Entities, Forms, Views, Sales dashboards, Marketing lists.

•Assisted with client scripting using JavaScript for simple form logic and UI enhancements.

•Assisted with unified interface updates and navigation improvements.

•Created SSIS data pipelines for importing customer, contact, and activity records.

•Assisted with CRM-SharePoint integration for document attachments and collaboration.

•Participated in solution building using SDK to construct custom workflows and plugins.

•Supported creation and assignment of security roles for controlled access.

•Aided with UAT sessions and end-user training documentation.

•Troubleshooted minor user issues and assisted with system configuration optimizations.

Education

Bachelor of Computer Science 04/2011 – 04/2015

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