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Audrey Crumbley

@audreycrumbley

Dynamics 365 CE Product Owner and solution architect at POOLCORP who delivered an SLA reporting platform used by 400+ users.

United States

Message

At POOLCORP, I’ve progressed from Software Administrator to Product Owner, carrying Dynamics 365 CE solution architecture responsibility at every career stage. I translate business priorities into architecture, processes and delivery scope across Sales, Customer Service, Customer Insights Journeys and custom applications.

I led the design and delivery of the Customer Service platform now used by 400+ users across 48 departments. I introduced SLA reporting and analytics, giving leadership visibility into response times, service performance and user efficiency.

As Developer Lead, I led three contractor teams and three employees through Dynamics 365 CE and Power Automate delivery. I also partnered with engineering teams on Azure integrations, and delivered connections with platforms including Twilio, HubSpot and SharePoint.

Before POOLCORP, I was Systems Operation Manager at SOUTHERN SCRIPTS, where I built and maintained prescription plan logic and helped improve reporting and data feeds. I hold Microsoft certifications in Dynamics 365 Fundamentals (CRM) and Power Platform Fundamentals.

Experience

Work history, roles, and key accomplishments

Current

Product Owner, Dynamics 365 Customer Engagement

Current

Poolcorp

Jan 2018 - Present (8 years 10 months)

Partners with business stakeholders to scope initiatives and convert operating needs into prioritized delivery backlogs. Owns high level solution architecture, defining enterprise architecture, business processes, and integrations across Customer Insights Journeys, Sales, Customer Service, and custom applications.

Dynamics 365 CE Solutions Architect Product Ownership Business Process Design Security Model Azure Integration Customer Journey Sales Customer Service

Functional Consultant to Lead Developer

Poolcorp

Jan 2018 - Dec 2022 (4 years 11 months)

Led the transition into enterprise Dynamics 365 development by architecting and delivering a scalable Customer Service platform used by 400+ users across 48 departments. Introduced SLA reporting and analytics, streamlined escalation workflows, and established a formal Problem Management process integrated with Azure DevOps.

Dynamics 365 Customer Service SLA Reporting Analytics ITSM Azure DevOps Problem Management Escalation Workflows

Systems Operation Manager

Southern Scripts

Apr 2016 - Dec 2017 (1 year 8 months)

Built, maintained, and troubleshot plan logic for prescription insurance plans serving self-insured businesses. Helped develop programs and functions that streamlined reporting and data feed processes, increasing efficiency and reducing labor hours.

Plan Logic Reporting Data feeds Azure

Developer Lead, Dynamics 365 CE

Poolcorp

Translated solution architecture into sprint level technical requirements and directed developers and functional consultants through delivery cycles. Led contractor teams to design and deliver enterprise-grade Dynamics 365 CE and Power Automate solutions, and architected Azure integration layer using Function Apps, Logic Apps, Service Bus, and Azure Data Factory.

Dynamics 365 CE Power Automate Azure Functions Logic Apps Service Bus Azure Data Factory APIs C#.NET JavaScript SQL Server Azure DevOps

Software Administrator

Poolcorp

Administered Microsoft Dynamics CRM 2013 (on premises) and Perceptive Content before advancing into functional consulting and Dynamics 365 development.

Microsoft Dynamics CRM Perceptive Content Administration