SUMMARY:

• Confidential is an SAP CRM & Hybris Certified Consultant with 11 years of rich SAP consulting experience in SAP Implementation, Project Management, Client Servicing, Business Confidential, Requirements Analysis, Pre - Sales & COE Activities, IT Product Evaluation, Architecture Assessment, SAP Cloud Solution, Functional Assessment, Process Mapping, Fit-Gap analysis, Design & Configuration, Liaison & Coordination
• He has delivered Customer Engagement Management Solutions involving Sales, Marketing, Service, Interaction Centre, C4C, Hybris Marketing, Hybris Commerce (Assisted Service Module), BRIM (yRevenue) and ECC across all customer touch points; expertise in Business Transformation Programs, full-cycle SAP CRM implementations
• He has exposure in working with clients in geographies like India, United States, United Kingdom, Australia, UAE, Philippines, Singapore, Taiwan, Thailand, Indonesia & Malaysia.
• Proficient in pre-sales activities such as collaborating & coordinating with vertical business units, Technical, Solution & Sales, Pricing & Operations teams to interpret client RFP requirements and crafting solutions that satisfy those requirements.
• Dexterously contributed in designing, architecting & estimating high-quality, winning solutions for on-going sales opportunities, by leveraging SAP solutions, offerings and services and translate them into a strong value propositions for clients and help win most deals.
• He has extensive Business process knowledge across multiple industries like Consumer Durables, Chemical, Paper & Food Service, Printing Services, Distribution Services, Telecom and Retail.

PROFESSIONAL EXPERIENCE:

Confidential, New York

SAP CRM Consultant

Responsibilities:

• Supporting the existing CRM system for support and operations
• CRM Web-UI Business Roles and Navigation Bar Customizing, Transaction Launcher, UI Configuration Tool.
• Performing Base Configuration as well as scenario-specific change procedures for existing Sales & Marketing processes whenever required for change requests.
• Middleware monitoring for Objects like Business Partner and Materials.
• Lead Management, Accounts & Contact management, Customer Factsheet, Opportunity management, Pipeline performance management, Activity management.
• Campaign Management, Campaign Automation, Survey Campaigns, Lead generation Campaigns.
• Sales Order management, Sales Inquiry, Sample Order. Replication of Sales Order to ECC.
• CRM Analytics, configuration of customized OLTP Reports & Dashboards

Confidential

SAP CRM Lead

Responsibilities:

• Delivery of Customer Workshop for SAP CRM Interaction Center, Hybris Commerce (ASM - Assisted Service Module) and Hybris Marketing capabilities and processes delivered.
• Stream Lead for CRM and Integrated Service & Call center scenarios for project implementation.
• Preparation of Business Blue Print (BBP) document for the Project.
• Configuring Interaction center scenarios like: Account Identification, Complaint Management, Case Management, Interactive scripts, Call list Management, Agent Inbox, Activity Management & ERMS.
• Middleware set-up of CRM - ECC for 3 tier landscape.
• Handling Hybris Commerce (ASM) - for order on behalf scenarios and for customer service
• Gained exposure to Hybris Management Console (HMC) - Order Management (End to End Order and Customer flow integrations from Hybris to SAP CRM and vice versa)
• Gained exposure to Execution & set-up of Cart promotions and Discount Voucher creation from Console and Hybris Impex.
• Introduced ASM to customer care team and facilitated enhancements for the same.
• Gained exposure to Product & Stock Data replication from ECC to Hybris (Asynchronous) through Data Hub
• Data Conversion and migration of Complaint data from Peoplesoft system to SAP CRM

Confidential

SAP CRM Consultant

Responsibilities:

• Business Confidential review prepared by Implementation Partner for the client in Bangkok.
• Scope included CRM Marketing - Campaign Management, Marketing Plan, Lead Management, External List Management, Marketing funds Management, Trade Promotion Management.
• Scope included CRM Sales - Opportunity Management, Pipeline Performance Management, Sales Order Management, Quotation Management, Contract Management.
• Scope included CRM Service - Complaint Management, Service Quotation, Service Order, Service Contract, Case Management.

Confidential

SAP C4C Consultant

Responsibilities:

• SAP Cloud for Customer product suite - Cloud for Sales
• Scoping & Fine-tuning
• Organization structure set-up
• Activity management, Lead Management
• C4C UI Concepts (screen configuration, layouts, business roles, and other concepts)
• Authorization controls & mapping
• ID mapping for Integration and Code list mapping
• Creation of Functional specifications for customer requirements with the technical team.

Hybris Marketing Consultant

Responsibilities:

• Performed configuration in Hybris Marketing (yMkt) for Campaign Management & Acquisition, Segmentation, Marketing planning, JAM integration, SLT.
• Functional knowledge around Hybris architecture and processes integration with backend On-Premise CRM and C4C systems.
• Hands-on experience in Hybris Marketing configuration.

Confidential

SAP C4C Consultant

Responsibilities:

• SAP Cloud for Customer product suite - Cloud for Sales & Cloud for Service
• Scoping & Fine tuning
• Organization structure & Territory structure set-up
• Activity management, Lead Management, Opportunity Management, Opportunity Pipeline Management, Quotation Management, Sales Order Management
• Service Tickets, Registered Products
• C4C UI Concepts (screen configuration, layouts, business roles, and other concepts)
• Knowledge of Standard C4C Integration Scenarios between C4C and ECC/ CRM
• Workflow and Approval set-up
• Authorization controls & mapping
• Experience on ID mapping for Integration and Code list mapping
• Creation of Functional specifications for customer requirements with the technical team.

Confidential

SAP CRM Lead

Responsibilities:

• Delivery of Customer Workshop for SAP CRM capabilities and processes delivered.
• CRM Solution Lead and SPOC for CRM and Integrated scenarios for project implementation.
• Preparation of Business Blue Print (BBP) document for the Project.
• Implementation for Confidential Porcelain (UAE) and Roll-out execution for Confidential Ceramics (India).
• Responsible for performing Base as well as scenario specific Configuration for Sales & Marketing processes.
• Responsible for configuring CRM Web-UI Business Roles and Navigation Bar Customizing, UI Configuration Tool - AET.
• Responsible for Middleware configuration and maintenance for Master data Initial and delta load
• Responsible for Configuring the following scenarios: Campaign Management, Lead Management, Accounts & Contact management, Mail form, External List management, Opportunity management, Pipeline performance management, Activity management, Sales Order Management, Quotations, Sales Contract, Sales Agreement, Credit memo & Debit Memo.
• Data migration for legacy Lead data into SAP CRM
• Integration of SD, MM with CRM system.

Confidential

SAP CRM Consultant

Responsibilities:

• Performed Base as well as scenario-specific Configuration for Sales processes.
• CRM Web-UI Business Roles and Navigation Bar Customizing, Transaction Launcher, UI Configuration Tool - AET.
• Customizing Master data that includes Organizational structure, Business Partners and Products.
• Middleware Setup for Master data Initial load and delta load
• Configured the following scenarios: Lead Management, Accounts & Contact management, Opportunity management, Pipeline performance management, Activity management.
• Configuration and Set-up of Client based Groupware integration
• CRM Analytics: Configuration and set-up of server for CRM Interactive Reporting & Dashboards for Sales Reports

Confidential

SAP CRM Consultant

Responsibilities:

• Performed Base as well as scenario-specific Configuration for Loyalty Management processes.
• CRM Web-UI Business Roles and Navigation Bar Customizing, UI Configuration Tool.
• Customizing Master data that includes Organizational structure, Business Partners and Products.
• Configured the following scenarios: Campaign Management, Accounts & Contact management, Activity management, Loyalty Management.

Confidential

SAP CRM Consultant

Responsibilities:

• Involved in implementing various TPM modules like Trade Promotions, Funds Management, Claims Management and Enhanced Rebate Management.
• Involved in the Requirements gathering, Confidential and Solution design for the solution.
• Configured and set up trade promotions, funds, claims, rebates
• Involved in writing functional specifications for technical developments.
• Involved in the Middleware set up for CRM integration with ECC systems, including the set up required for the Sites and Subscriptions.
• Involved in data migration activities for multiple legacy systems to SAP.
• Involved in TPM integration activities including BI-BPS for planning layouts, ECC integration for rebates, funds integration with promotions and claims settlement integration between CRM and ECC.
• Actively involved in resolving issues in the testing phase, working closely with the business to get issue resolved as per business requirements.

Confidential

SAP CRM Consultant

Responsibilities:

• Configure Organization structure - Marketing, Sales
• Design and implement Marketing & Sales scenario in Web Channel Experience Management application
• Configure Web Channel Builder B2C components including Product Catalog, Order Management & User Management.
• Setting up Master data (products, business partners) and Master data replication.
• Design and implement Web Client UI for Marketing and Sales, setting up of Business roles and Navigation Bar based on roles and scenarios being used.
• Testing and Go-live activities.

Confidential

SAP CRM Consultant

Responsibilities:

• Configure Web Channel Builder B2B components including Product Catalog, Sales Order & User Management.
• Setting up Master data (products, business partners)
• Design and implement sales scenario in Web Channel Experience Management application
• Testing and Go-live activities