Senior Strategic Implementation Specialist | CRM and Business Systems Delivery

I deliver four concurrent end-to-end CRM implementation programs for mid-market Creatio clients, leading discovery, solution design, delivery planning, UAT, go-live, and post-launch support. I own portfolio delivery governance, including executive reporting, risk and dependency management, escalations, scope control, capacity planning, resource allocation, and forecasting.

I co-lead an AI transformation initiative that introduced a seven-stage AI-assisted delivery workflow. I built custom tools including a ChatGPT plugin for converting client requirements into CRM configuration specifications and an OpenAI Codex skill connected to the Creatio environment for automated architecture gap analysis.

I designed human-in-the-loop consultant approval gates, developed reusable Creatio CRM Foundation and CRM-ERP integration frameworks, supported pre-sales workshops and estimates, and hired a senior Creatio specialist to expand practice capability.

Owned the HubSpot platform end to end for a 13-user commercial team, maintaining 99% system availability and increasing CRM adoption by 7%. Deployed more than 25 automated workflows across sales and service processes, improving sales productivity and reducing manual sales operations.

Built more than 50 executive dashboards and reports to improve pipeline visibility, data completeness, and forecast accuracy. Integrated HubSpot with IP telephony and the company website to strengthen call tracking, lead capture, and customer engagement.

Delivered more than 30 CRM implementation and transformation projects across manufacturing, logistics, insurance, healthcare, construction, and professional services. Managed the full client lifecycle, including discovery, platform selection, BPMN process design, configuration, data migration, integration, UAT, go-live, and adoption.

Recovered an at-risk railcar equipment implementation by re-scoping the solution, resetting expectations, and facilitating iterative client workshops, resulting in a 30% project upsell. Automated 14 manufacturing stages and delivered measurable improvements in retention, lead conversion, response time, opportunity visibility, and productivity.

Developed training materials and enabled more than 220 users through post-go-live adoption programs.

Integrated CRM with the accounting system to automate sales invoicing, reducing manual workload and errors. Introduced QR-based attendance tracking for events with more than 500 attendees.

Delivered over 80 management reports across two regional business units, rolled out Google Workspace to more than 120 employees, and coordinated external developers and vendors across enterprise technology initiatives.

Implemented Zoho CRM company-wide across three business units within three months. Led requirements gathering, platform evaluation, process design, configuration, data migration, rollout, and employee training.

Automated lead assignment, quote generation, sales-to-finance handoffs, payment tracking, and reporting, reducing manual sales work and improving data accuracy. Managed more than 1,000 customer records and created segmentation and upsell workflows.

Led analytics, architecture design, and test model development for a financial services mobile application. Coordinated with external automation contractors to improve delivery efficiency.

Supported technical project planning and implementation activities for the mobile application initiative.

Managed risk-related activities supporting credit approval and loan repayment performance, achieving a 98% loan repayment rate with approval rates above 45%.

Participated in CRM testing, implementation, and administration, helping automate sales workflows and improve personal processing efficiency.