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18 years of experience

Skills

CRM Business Analysis Microsoft Dynamics 365 CE D365 Field Service Automation & RPA Sales & Marketing Process Improvement BAU Support Requirements Gathering Functional Documentation Stakeholder Engagement UAT Planning & Test Support Process Mapping & BPM Customer Communication Improvement AI Support Agents WordPress & Digital Marketing Project Leadership

Experience

CRM / D365 CE IT Business Analyst

SafetyKleen

2025-01 -

Supported Microsoft Dynamics 365 CE and Field Service across eight international markets, handling BAU support, monthly releases and system change. Led stakeholder engagement, gathered requirements and produced functional documentation for process improvements. Acted as Lead IT Business Analyst on a CEO‑sponsored customer communication project, redesigning branding, work‑order grouping and service record presentation. Directed analysis for a recontracting automation initiative using RPA, collaborating with a third‑party agency. Designed and launched an AI support agent and an outbound calling workflow to generate leads and schedule demos.

Languages

English

fluent

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Last updated: 1 week ago