Carlos Andres Prieto

Senior consultant specializing in Dynamics 365 (Sales, Customer Service, Omnichannel, and Field Service). Technical leadership in CRM and Power Platform implementation projects. Configuration of security, business flows, and automations for sales and service processes. Support in integrations with corporate applications and in the design of scalable architectures.

Project: I performed the complete configuration of the Contact Center in Dynamics 365 Omnichannel for medical services management, integrating digital channels such as WhatsApp, Facebook, and a web chat widget. Creation and management of medical cases in Dynamics 365 Customer Service, with service queues, SLAs, and routing flows. Automation of notifications and case tracking to improve patient experience. Configuration of omnichannel channels for patient care across multiple media. Development and deployment of service bots to automate initial responses and request classification. Configuration of business rules for transfer to human agents, ensuring continuity of care. Support in defining service flows and automating patient notifications.

Responsible for designing, implementing, and leading Power Platform projects for international clients. Experience in Power Apps (Canvas, Model-driven, Power Pages), Dataverse, and automations with Power Automate. Additionally, I supported change management and conducted training for end-users.