Muhammad KIZILBASH

Enterprise ERP & Salesforce CRM Modernization

Lead Product Owner overseeing three core Customer Experience platforms — including the Salesforce CRM ecosystem, integrated ERP systems, and customer-facing applications — while stepping in as Junior Project Manager during the development and execution phases of the organization’s enterprise-wide ERP & CRM transformation program.

Accountable for the end-to-end product lifecycle, including business requirements elicitation, backlog prioritization, and translation of strategic objectives into actionable user stories. Collaborated closely with executives, cross-functional teams, and external partners to ensure alignment between the organization’s long-term roadmap and delivery milestones.

As part of the Junior PM role, worked alongside the Program Manager to oversee project planning, resource allocation, risk management, and milestone tracking. Facilitated coordination between IT, business operations, and external vendors to ensure the seamless execution of deliverables within scope, budget, and timeline.

Key Achievements

• Oversaw the development and execution phases of the ERP & Salesforce CRM modernization program, managing multiple cross-functional workstreams spanning billing, customer care, website, IVR, and self-serve platforms.
• Led a cross-functional Agile delivery team of software developers, business analysts, QA testers, and technical leads, ensuring efficient collaboration and on-time delivery of high-priority features.
• Prioritized and managed the product backlog of 250+ user stories and epics, ensuring alignment with business goals, stakeholder expectations, and enterprise KPIs.
• Facilitated Agile ceremonies, including daily standups, sprint planning, backlog refinement, and retrospectives, driving team velocity improvements of 20%+.
• Served as the primary liaison between business sponsors, IT teams, and external vendors, ensuring seamless communication and alignment across 10+ impacted business units.
• Partnered with QA and UAT teams to oversee testing strategies and acceptance cycles, enabling successful phased rollouts with minimal post-launch defects (
• Produced and delivered executive-level reporting and dashboards, providing visibility into project progress, risks, and dependencies for C-level stakeholders, and program sponsors.
• Collaborated with Change Management (OCM) teams to support end-user adoption strategies, employee training initiatives, and enterprise-wide communication plans.

Served as Senior Business Analyst on the enterprise-wide ERP and Salesforce CRM transformation program, responsible for gathering, analyzing, and validating business and system requirements across multiple platforms, including the customer-facing website, Salesforce Service Cloud, and integrated billing and ERP environments. Acted as the primary bridge between business stakeholders and technical teams, ensuring alignment of solution designs with strategic objectives and regulatory obligations.

Collaborated closely with executives, SMEs, developers, QA, and OCM teams to optimize business processes, enhance customer experience, and support seamless integration of systems. Leveraged data analysis and cross-functional workshops to identify pain points, reduce process inefficiencies, and recommend technology-driven solutions that improved scalability, compliance, and operational performance.

Key Achievements

• Gathered, analyzed, and documented 600+ business and system requirements across Salesforce CRM, ERP and digital self-serve platforms, ensuring alignment with business priorities and long-term strategy.
• Partnered with solution architects and developers to design scalable, integrated solutions supporting customer billing, case management, IVR flows, and website functionality.
• Produced comprehensive deliverables, including business requirements documents (BRDs), functional specifications, impact analyses, change request logs, process maps, data mappings, and system test plans, ensuring clarity and traceability across all workstreams.
• Identified and delivered process optimizations, streamlining operational workflows and reducing manual effort through automation and integration enhancements, directly improving agent efficiency and customer experience.
• Collaborated with the OCM team to create change management proposals, training materials, and stakeholder communications, preparing both employees and customers for new processes and tools.
• Supported enterprise reporting and executive decision-making by retrieving and synthesizing data from Salesforce, ERP, and customer systems, delivering insights that shaped project priorities and resource allocation.
• Partnered with QA teams to design and execute end-to-end testing strategies, ensuring business readiness and seamless cross-system integration prior to deployment.

Enterprise CRM & ERP Modernization Program – 407 ETR

Led the organizational change management and business analysis efforts for a multi-year, enterprise-wide ERP and Salesforce CRM transformation program, impacting 300+ employees across IT, operations, finance, and customer service. Directed the end-to-end business analysis lifecycle — from discovery and requirements gathering to process optimization, solution design, and deployment — while driving OCM strategies to ensure seamless user adoption and business continuity.

Collaborated closely with executives, product owners, SMEs, developers, and UX/UI designers to define business objectives, align technology roadmaps, and ensure solutions supported both strategic goals and operational excellence. Partnered with leadership to assess impacts, mitigate risks, and prepare the organization for significant changes across people, processes, and technology.

Key Achievements

• Led change management strategy for an enterprise-wide Salesforce CRM and ERP modernization initiative, impacting 15+ business units and aligning customer experience, billing, and operational systems under a unified platform.
• Gathered and documented 500+ business requirements designed end-to-end process flows, and established future-state operating models to streamline operations and improve efficiency.
• Developed and executed targeted OCM plans — including stakeholder engagement strategies, training materials, employee readiness assessments, and communication campaigns — driving 95%+ adoption rates across impacted user groups.
• Directed UAT planning and execution, coordinating 1,200+ user test cases across multiple workstreams, ensuring system stability and business confidence prior to deployment.
• Provided strategic UX/UI design input, collaborating with design teams to optimize the agent and customer experience within Salesforce Service Cloud, customer self-serve portals, and ERP workflows.
• Drove executive-level reporting and insights, leveraging data analytics to track adoption, performance metrics, and change readiness KPIs, enabling data-driven decision-making.
• Acted as primary liaison between technology and business teams, ensuring alignment between solution design, process changes, and long-term organizational goals

Lead Business Analyst for a $30M enterprise integration project connecting tolling, billing, customer care, and digital self-serve platforms between 407 ETR and the government-owned Highway 407 East. Oversaw the entire BA lifecycle — from discovery and requirements through testing, change readiness, and implementation — ensuring strict compliance with Ministry of Transportation (MTO) legislative mandates. Led cross-functional stakeholder workshops, established success metrics, and aligned executives, SMEs, and technical teams to deliver a seamless end-to-end customer experience. Directed business testing strategy, facilitated UAT, and partnered with Change Management to ensure operational readiness and successful adoption across technology, people, and processes.

Key Achievements

• Delivered full-scale integration of tolling, billing, and customer care systems, supporting 2.5M+ active customer accounts
• Ensured 100% legislative and regulatory compliance with MTO policies and contractual obligations, avoiding penalties and ensuring smooth provincial collaboration.
• Led business discovery and requirements workshops with 30+ cross-functional stakeholders, capturing over 400 business, system, and process requirements across multiple platforms.
• Directed end-to-end business testing, created detailed test strategies, managed over 1,000 UAT scenarios, and resolved more than 300 defects, ensuring a 98.5% accuracy rate at go-live.
• Drove change readiness and OCM strategy by delivering comprehensive employee training, customer communications, and adoption programs — resulting in a 95%+ successful transition rate with minimal operational disruption.
• Collaborated with IT, finance, customer operations, and external government partners to coordinate multi-system integration timelines and ensure on-time project delivery within scope and budget.