At Ernst & Young (EY), I work on Microsoft Dynamics 365 CRM implementations across Banking, Insurance, and FMCG. I gather business requirements and write functional specifications, user stories, and interface design documents.
For a high-profile MSD 365 Customer Service project, I helped deliver 600+ customer service journeys defect-free in production, earning the EY Client Extraordinaire Award in 2025. I also design UAT test cases and coordinate defect resolution with development teams.
On projects for ADIB, ICICI Bank Ltd., Canara HSBC Insurance, and Haldiram's Delhi, I’ve worked on customer service and sales modules, system integrations, and end-user training. My background also includes credit and financial analysis at IDFC First Bank and production and operations work at Grasim Industries Ltd.
