Shivani Mohindroo

Supporting the Head of CRM, I acted as a key liaison between country super users and business and central IT stakeholders, driving global CRM adoption (new tools and functionalities like LinkedIn Sales navigator, Teams Dialer, sales copilot, Sales mobile app Real time marketing, inside sales etc) and delivering critical change initiatives. and led global training efforts to ensure system alignment and user engagement. Key tasks:

• Training: I led the development of a global CRM training library (65+ super users), created and managed training content updates, and facilitated CRM training delivery.
• Change requests management: My role also included process documentation, conducting workshops to gather requirements and do change impact assessments, small change management (BAU), and support for major CRM projects.
• Business users' support (1st and 2nd line support)
• Data Quality: I monitored data quality and user adoption to identify training needs and support business growth teams.

• D365 F&O module security and IT support

As a key member of a high-performing, fast-paced CRM/Applications team, I have taken on diverse and challenging responsibilities, contributing to major digital transformation and support initiatives. Key highlights include:

• CRM Transformation: Supported the migration from Silverbear Dynamics 2011 to Microsoft Dynamics 365, playing a vital role in solution planning and implementation.
• API Integration Projects: Successfully delivered two API feeds—SRA to D365 and D365 to FAS—enabling seamless data exchange across platforms.
• Power BI Reporting: Delivered critical Power BI dashboards, including the "2021 Elections for Council" report for the Governance team, and ongoing support across business units.
• User & Customer Support: Provide 1st, 2nd, and 3rd line support for over 200 internal D365 users. Resolve incidents, manage tickets, and collaborate with external partners for issue resolution.
• Stakeholder Engagement: Regularly engage with internal teams and third-party suppliers. Contributed to the Shaping our Future transformation programme through the Member Experience workstream.
• Agile Project Delivery: Actively involved in D365 agile development projects using DevOps. Support solution testing (including API and FAS feed) and change management processes.
• Process Improvement & Change Management: Identify system enhancements, lead small change initiatives, and manage the delivery of new D365 solutions.
• Training & Documentation: Deliver training sessions on D365, Power BI, Postman, and custom tools (e.g., CRM Addon Extractor). Develop user guides and technical documentation.
• Technical Expertise: Conduct complex data and solution analysis. Experienced in SQL report writing using Visual Studio, basic troubleshooting of plugin code, and familiar with database and coding methodologies.

• Ensure smooth day-to-day operation of Dynamics 365, including user access, roles, permissions, and data management.
• Configure and maintain system components—fields, forms, entities, business process flows (BPF), views, lists, display names, and solutions.
• Provide user support and basic training to business users, helping resolve issues and improve CRM usage.
• Collaborate with data owners to maintain data accuracy through regular updates and compliance with GDPR standards.
• Troubleshoot and resolve data-related issues; generate and maintain business reports as needed.
• Support email campaigns by working with the CRM/Email Assistant Manager to ensure CRM data is used effectively and stored compliantly.
• Contribute to data segmentation strategies within CRM to drive client acquisition, engagement, and retention.

Worked as Junior CRM Consultant with CRM Online and my responsibilities included:

• Pre-Sales role accompany my MD in most of the client meetings. Did work on Sage and Dynamics projects.
• Involved in requirement gathering sessions which helped me better understand our client requirements and their pain areas.
• Onsite and Offsite Support: I was handling Client issues on Redmine/Live instances and delivering appropriate solutions accordingly.
• I have been to client offices for solution delivery and training purposes.
• End User Training: Have been preparing training manuals and also delivering End User trainings to our happy customers.
• Apart from that also worked as administrative role for our company´s Live environments. So, I did undertake some change requests, data uploads, configurations and small customizations independently.
• Leads and Opportunity management-chasing up/updating information in CRM system.
• Schedule tasks, appointments for sales teams and keeping calendar up to date.
• Email and document template creations, reports culled out of the CRM system with pretty UI’s.
• Mailchimp Knowledge for handling some bits of out E-Marketing (E-shots and survey handling).
• Espiromail usage to send campaigns, E-shots out to distribution lists created from CRM system.
• GDPR knowledge.

• Worked as an Intern/trainee for simulation and visualization software provider company in Finland.
• Responsibilities included were: Pre-sales and sales support in Microsoft Dynamics CRM 2016.
• Administrative tasks like updating the CRM system and also maintaining clean data.
• I was handling lead allocation and also sometimes making b2b connections myself.
• Chasing and completing customer information and following up resolving their query.
• Handled Customization including fields, tables, currency maintenance, workflow, making dashboards and views for sales managers.
• Assisted sales team setting up appointments with potential customers.
• As the maintenance of CRM was done in-house so I was involved actively in system maintenance activities.

• Worked as a Sales Consultant at Change Group Oy (Helsinki/Vantaa Airport), handling direct B2C and B2B sales. Supported online and offline marketing campaigns. Utilised Finnish for local customer interactions and English for international clients, strengthening bilingual communication skills.

• Promoted Finnair products to potential customers at the airport as part of the sales and marketing team. Role focused on customer engagement and product awareness, primarily targeting Finnish travelers—leveraging Finnish language skills as a key asset.

• Worked part-time on the “Koti Ulkomailla” project in the retail sector. Responsibilities included B2B outreach through customer calls, contract drafting, and negotiation. Supported sales operations by engaging with potential clients and assisting in marketing communications.

• Worked for a R&D project organized for EU students in Lithuania where the financial and marketing plans for three Lithuanian companies named Skinija, Stumbras and Jesica were presented and judged for their business expansion in Nordic.

• Taught IT technical languages to engineering students, while also coordinating and organizing national conferences at the university. Acted as a trainer and facilitator, ensuring smooth delivery of academic content and events.