Rajalakshmi Manickam

 Led the customization of Dynamics 365 Customer Engagement (CE) modules to streamline customer onboarding, insurance claims processing, and support ticket lifecycle management.  Designed and developed scalable plugins in C# for data validation, entity relationship control, and status transitions, registered on appropriate pre-operation and post-operation pipeline stages.  Built automated workflows using Power Automate to handle SLA monitoring, case escalation triggers, and multi-channel internal alerting systems.  Enhanced user experience across desktop and mobile platforms by developing responsive, dynamic forms and controls using JavaScript and HTML web resources.  Architected integration between Dynamics CRM and enterprise systems using Azure Functions, REST APIs, and service endpoints to ensure secure and real-time data exchange for policyholder updates.  Created model-driven Power Apps tailored for claims processing, allowing adjusters and supervisors to manage workflows, assign tasks, and monitor case resolution timelines.  Performed Fetch XML optimization and implemented strategic indexing on high-traffic entities to improve performance and response time for dashboards and reports.  Managed end-to-end CI/CD pipeline setup in Azure DevOps, including solution packaging, code branching strategies, version control, and release automation.  Configured role-based access, security roles, and field-level permissions to enforce data privacy and ensure compliance with enterprise governance policies.  Defined and maintained a centralized solution structure to manage multiple layers of unmanaged and managed components effectively across development, QA, and production environments.  Authored technical documentation, deployment guides, and end-user manuals to support system knowledge transfer and post-implementation onboarding.

 Customized Dynamics 365 Sales and Customer Service modules to align with business workflows for financial services and healthcare clients.  Developed custom plug-ins in C# for lead qualification, opportunity scoring, and automated case assignment logic.  Created and maintained Power Automate flows for multi-step approval processes and data synchronization between CRM and SharePoint.  Built Model-Driven Apps and Canvas Apps using Power Apps to extend Dynamics functionality for field agents and internal operations.  Implemented role-based security models and managed business units, teams, and hierarchical access controls.  Integrated external systems (e.g., SAP, custom APIs) using Azure Logic Apps and custom web services for real-time data sync.  Customized forms, views, dashboards, and charts to support user-centric design and increase CRM adoption.  Configured SLA and entitlement processes for service tickets, including timers, KPIs, and escalation rules.  Conducted data import/export using KingswaySoft and Data Import Wizard, maintaining data integrity and audit logs.  Participated in requirement workshops, provided technical documentation, and supported UAT and post-go-live enhancements.

 Customized Microsoft Dynamics 365 CE and Dynamics CRM 2016 On-Premises for clients in financial services and telecom domains, enabling end-to-end CRM process automation.  Designed and implemented business process flows, calculated fields, and custom business rules to handle complex customer journeys, including loan approvals and contract validations.  Developed and registered plugins in C# to automate lead qualification, relationship tracking, renewal notifications, and audit-ready status changes.  Integrated JavaScript libraries into CRM forms for dynamic field behavior, tab control, and responsive UI enhancements.  Built custom SSRS reports and embedded charts to provide actionable insights for compliance officers and executive stakeholders.  Migrated legacy CRM data sets (leads, opportunities, and accounts) to Dynamics 365 using SSIS and Kingsway Soft, ensuring data accuracy and referential integrity.  Created role-based access models and field-level security settings aligned with strict internal data governance and compliance protocols.  Built performance-optimized dashboards and views combining KPIs, entity charts, and real-time activity data for leadership visibility.  Managed CRM deployments across development, QA, staging, and production environments using manual scripts and configuration tools.  Authored technical documents including deployment runbooks, system architecture diagrams, and end-user training manuals.  Provided Tier-2 application support by diagnosing and resolving issues related to data integrity, form errors, and plugin failures.  Participated in Agile ceremonies—backlog grooming, sprint reviews, and workshops—to align CRM features with evolving business goals.  Conducted internal training and onboarding sessions for new CRM users to increase adoption and system confidence.  Enabled audit trails, activity rollups, and entity history tracking for use in compliance reporting and operational reviews.