At Kiwa Global IT, I translate global and local stakeholder needs into clear functional requirements for Microsoft Dynamics 365 and corporate IT standards.
I analyse Lead-to-Quote, Prospect-to-Quote, and Case-to-Resolution processes, facilitate cross-functional workshops, and identify opportunities to improve operational efficiency. I also support the CRM Product Owner with process optimisation across stakeholders.
I’ve helped develop a Sales Playbook, define service-level rules and automated case closure timelines, and introduce KPIs that connect business objectives to measurable performance. I maintain process documentation and functional specifications in Mavim and assess Power Apps solutions for standardisation opportunities.
Previously at Leat Loyalty & Marketing, I managed client relationships, onboarded and trained users on software and marketing automation tools, and used HubSpot CRM to support structured follow-up. My background combines digital business, customer success, change management, and practical process improvement.
