Led a major transformation initiative to improve service delivery for customers and business partners by overseeing a multidisciplinary team of consultants, developers, user experience specialists, and process designers. The project focused on redesigning case management workflows to optimize operations and enhance service quality. Key achievements included the replacement of multiple legacy systems, such as ERP platforms and customer relationship management tools, with a unified solution built on Salesforce’s cloud-based platform. This implementation seamlessly integrated with over 35 backend systems, streamlining processes and enabling a more efficient, cohesive workflow. The initiative also introduced advanced customer data management capabilities through the deployment of a modern Customer Data Platform, setting the stage for data-driven insights and personalized service. Completed within 10 months, the project significantly improved service efficiency and experience while establishing a scalable framework for future innovation and operational excellence.