Agency Services - Microsoft Dynamics 365 CRM-based platform

Agency Services is a Microsoft Dynamics 365 CRM-based platform designed to streamline the onboarding and management of agents conducting business on behalf of Stewart Title. The system automates the journey from lead qualification to agency onboarding, enabling Stewart Title to efficiently manage applications, agent information, approvals, and onboarding workflows within a centralized CRM environment.

The platform provides a structured process for converting prospects into active agencies while maintaining data integrity, visibility, and compliance throughout the onboarding lifecycle. By leveraging automated workflows and interconnected CRM entities, Agency Services improves operational efficiency and reduces manual effort in managing agent relationships.

My Contributions & Impact

• Led end-to-end QA efforts for the Agency Services platform, ensuring the successful delivery of business-critical onboarding workflows built on Microsoft Dynamics 365 CRM. • Built and scaled a Playwright automation framework from 0% to 80% test automation coverage, significantly reducing manual regression effort and accelerating release validation cycles. • Designed and maintained 200+ test cases in Azure DevOps, strengthening test coverage across complex CRM workflows and onboarding processes. • Identified, documented, and tracked 60+ defects, enabling proactive issue resolution and contributing to a defect escape rate below 3% across releases.