I played a key role in enhancing and migrating critical business processes to Dynamics 365, optimizing both front-end and back-end operations. My work has had a measurable impact on improving customer service operations, system integration, and overall efficiency across the organization.

Key Achievements:

• Led Dynamics 365 Integration: Spearheaded the migration of core services from legacy systems to Dynamics 365, streamlining customer service processes, such as voucher reprints, resends, extensions, and refunds. This transition reduced the average handling time (AHT) for customer service agents by up to 10%, improving operational efficiency and customer satisfaction.
• Azure Cloud Solutions: Developed and deployed C#-based Azure Functions to manage data workflows between Dynamics 365 and existing back-office systems. This allowed seamless integration with Azure API Management, enhancing the scalability and security of our services.
• Data Migration and ETL Projects: Designed and implemented an ETL process using SQL Server Integration Services (SSIS) and Kingswaysoft to migrate data from Buyagift’s legacy system to Dataverse. This project involved handling complex scenarios like multiple exchanges and diverse voucher creation methods while ensuring data consistency and accuracy.
• Refund Processing Automation: Built core functionalities for automating refund processes using platforms like Checkout.com, Paypal, and Klarna, which handle 70% of all transactions. This initiative reduced manual work and accelerated refund processing times, ensuring refunds were completed within a 30-day period.
• Resilient Email Features: Enhanced email handling for voucher reprint and resend operations, ensuring accurate templates are applied to every customer transaction. This resulted in a more consistent customer experience and reduced errors in communication.
• Cross-Functional Collaboration: Worked closely with various teams, including Customer Service, Frontend Development, and Database Management, to ensure the successful integration of Dynamics 365. Conducted demos and training sessions for customer service teams, improving system adoption and usability.
• System Performance Monitoring: Monitored system performance during the migration period and addressed issues swiftly to maintain a smooth transition from legacy systems to the cloud-based infrastructure.

Technologies used:

• C# for Azure Functions and backend development.
• Azure Cloud Services for managing APIs, scaling services, and automating deployments.
• Dynamics 365/Zendesk/UltimateAI for customer service and operational workflows.
• SQL Server and Dataverse for managing and migrating data.
• Terraform for infrastructure automation, ensuring consistent and secure cloud deployments.
• Checkout.com, Paypal, and Klarna for streamlining financial processes.

Key Results:

• 33% of Customer Service Workflows Optimized: Through the automation of voucher processes, CS agents saved an average of 3 minutes per customer, improving their efficiency and enabling faster service delivery.
• Reduction in AHT for Refunds/Payment/Voucher Operation: A 7-minute reduction in voucher operation handling times, contributing to faster resolution times across all key processes.
• Recognition for Contributions: Awarded "Employee of the Month" in February 2024 and part of the team nominated for "Team of the Year" within the Moonpig Group for contributions to the Dynamics 365 integration.

Collaborated closely with Scrum team members throughout the Agile development process, ensuring effective communication and coordination across Jisc's expanded organization. Demonstrated a strong understanding of HESA's systems design within Jisc's broader technology infrastructure, coding software that met both HESA's and Jisc's organizational needs. Coordinated team tasks to achieve sprint objectives, engaging in planning, designing, coding, testing, and documenting programs that aligned with Jisc's strategic goals for higher education data management.

Stayed current with technologies through training and self-directed learning, leveraging Jisc's resources and expertise in digital solutions for the education sector. My contributions supported the accurate collection and processing of vital higher education data, improving the efficiency and reliability of HESA's systems within the larger Jisc framework. This role involved integrating HESA's data systems with Jisc's broader digital infrastructure for the UK education and research sector.

Skills:

• Programming Languages: Proficient in languages such as Python, Java, or C#.
• Web Development: Experience with HTML, CSS, JavaScript, and frameworks like React or Angular.
• Database Management: Knowledge of SQL and experience with relational databases (e.g., PostgreSQL, MySQL).
• Agile Methodologies: Strong understanding of Scrum practices and tools like Jira or Trello.
• Data Processing: Familiarity with ETL processes and data analysis tools.

o Designed and developed efficient and maintainable systems aligned with hospital objectives.
o Collaborated with cross-functional teams to integrate new features and conduct integration tests.
o Contributed to the design and development of Hospital Information System (HIS), covering patient tracking, billing, employee dashboard, and management reports.
o Proficient in C#, SSRS/RDL, SQL, Angular/Knockout, and TFS for version control.
o Experience with on-prem server configuration using IIS.