● Defined work center link groups and logical links for service organization models.
● Utilized Base Functions and IC WebClient functions to customize business scenarios.
● Provided training and coaching on various CRM configuration processes.
● Upgraded implemented and configured CRM 5.0 through 7.0.
● Assigned call lists to call center agents. Configured E-mail Response management system and service process billing integration.
● Provided training and technical assistance with CRM configuration activities.
● Coordinated with project manager to develop functional specifications.
● Customized date profiles for client and project contracts.
● Provided extensive production support.Defined communications settings including email addresses and inbox settings.
● Analyzed and developed applications for sales and marketing departments.
● Coordinated with end-users to evaluate business processes.
● Conducted evaluated and documented test cases.
● Ensured accurate testing results.