SAJEDA SULTANA

Dynamics 365 Lead / Architect

Experienced IT professional with over 6+ years of expertise in designing and delivering Microsoft Dynamics 365 solutions, optimizing business processes, and managing the full software development lifecycle. Proficient in analysis, design, development, testing, and implementation of applications using Microsoft Power Platform and Dynamics 365. Dedicated to creating innovative and customized Dynamics 365 CE/Power Platform solutions that deliver measurable value and drive organizational success. 

Examples of her recent work include the following:

Led development of donor management system with Dynamics 365 and Power Pages, creating a self-service portal for automated information updates, donation tracking, and receipt generation. Implemented real-time reporting and user-friendly interface, resulting in high adoption rates and improved operational efficiency while maintaining data security.

Developing AI chatbots using Dynamics 365 Copilot studio and Power Automate, automating user support and administrative tasks. Implemented intelligent conversation handling for improved response times and reduced manual intervention in routine processes.

Implementing a Dynamics 365 case management system with automated case creation and Email-to-Case functionality, utilizing Copilot Studio and Power Automate for enhanced efficiency. Implementation resulted in improved transparency, reduced manual effort, and significant time savings in donor case handling.

Developing a Flutter-based mobile application with Dataverse and Office 365 integration, enabling cross-platform accessibility and enhanced data management capabilities. Implementation resulted in improved user experience and operational efficiency through seamless system integration.

Designed and implemented an AI-powered Case Summarization feature in a case record using Power Automate and Dynamics 365 Customer Service. This enhancement allowed agents to receive summarized case details, including custom field information, without requiring manual prompts.

Implemented an Omnichannel for Customer Service solution in Dynamics 365, integrating multiple communication channels such as SMS, Voice, WhatsApp, Microsoft Teams, and Live Chat to enhance customer engagement and support efficiency. Utilized Unified Routing to intelligently route work items to the most suitable agents based on skill, availability, and workload, ensuring optimized case handling.

Implemented Copilot for Dynamics 365 Customer Service to streamline case resolution, automate repetitive tasks, and provide AI-driven insights for agents. By leveraging Copilot's generative AI capabilities, agents received real-time suggestions, automated responses, and intelligent case summaries, leading to faster and more efficient customer interactions.

Implemented an automated feedback collection system using Dynamics 365 Customer Voice to gather customer insights after case resolution. This solution enabled real-time feedback collection through multiple channels, allowing organizations to measure customer satisfaction (CSAT), Net Promoter Score (NPS), and agent performance effectively.

Developed an AI-driven self-service chatbot using Power Virtual Agents, integrated with Power Automate to fetch relevant external knowledge base articles dynamically based on user prompts. This solution empowered customers to resolve issues independently, reducing the workload on support agents while ensuring accurate and up-to-date information retrieval.

Implemented Customer Service Insights in Dynamics 365 to provide AI-driven analytics and visualizations, helping support teams identify trends, monitor agent performance, and improve customer service efficiency. This solution leveraged Power BI dashboards to present key metrics such as case volume, resolution time, customer sentiment, and agent productivity.

Optimized Customer Service Workspace in Dynamics 365, enhancing case management, automated routing, and AI-driven insights. Integrated Omnichannel (email, SMS, WhatsApp) for seamless communication and leveraged Copilot Studio to automate tasks and generate case summaries. Developed Power BI dashboards to track case resolution, CSAT, agent performance, and SLA compliance, improving service efficiency and quality.

Microsoft Certifications

Power Platform Fundamentals - Credential ID: 994329775 
Power Platform App Maker Associate - Credential ID: 994329775 
Microsoft Dynamics 365 Fundamental Certifications   - Credential ID: 628478452498 
Dynamics 365 Sales Functional Consultant Associate - Credential ID: 953C3A19CC713696 
Dynamics 365 Customer Service Functional Consultant Associate - Credential ID: DED1A488AED14873 
Dynamics 365 Customer Insights (Journeys) Functional Consultant Associate Certification - Credential ID: 519084AD544943CC

LEADERSHIP

Mentored junior developers in Power Platform projects, improving team performance.
Delivered training sessions on Dynamics 365 and Power Platform solutions to end users and stakeholders.
Microsoft Certified Trainer (MCT), providing guidance and mentorship in Microsoft technologies.