SUMMARY

• Experienced business process specialist, SAP CRM and SAP C4C consultant. me develop strategies, applications and solutions wif Legacy System Analysis, Business Blueprinting, Gap Analysis, System Configuration and User training wif SAP CRM, SAPC4C (Cloud for Customer).
• Experienced SAP CRM consultant wif 9 years in SAP CRM and ECC - SD (Sales & Distribution); including 2 Full Cycle Implementations and 3 Rollout/Support projects
• Proficient in SAP CRM analysis, process design, troubleshooting, implementation, training and testing. Specialize in analyzing and mapping business processes to meet project goals.

PROFESSIONAL EXPERIENCE

Confidential

Principal CRM Analyst

Responsibilities:

• In SAP C4C - designed and configured Lead and opportunity management and supported marketing of products, new customer acquisition, customer migration and customer retention.
• Analyzed data for customer segmentation, forecast marketing initiatives and merchandising opportunities.
• Designed SAP CRM training programs for user groups and created test scripts for unit testing.
• Managed master data migration from teh Legacy systems over to teh new SAP CRM/C4C system.

Confidential, FL

SAP CRM Lead Consultant

Responsibilities:

• Project Lead for Global SAP CRM process optimization to provide data for improved reporting in BI and its interfaces.
• Data extraction to BI for generating corporate reports; Developed planning, analysis, effort estimation and statement of work, to optimize processes in Master Data management, Campaign Management, Territory and Sales order management, Customer Interaction Center for Service and Complaint management;
• Managed a team of 4 consultants to document current processes, create process improvement plan, document technical requirements and establish data governance organization.

Confidential, GA

SAP CRM Project Lead Consultant

Responsibilities:

• Project Lead for Glovia ERP to SAP ECC/CRM (wif SAP C4C) migration pursuit;
• Created project plans, staffing models and detailed estimates for functionality add-ons, instance consolidation and new implementation projects;
• Developed and presented long-term roadmap and business case surrounding 3 production instances covering 2,000 users in 4 countries;
• Developed a demo for Integrating SAP Cloud for Customer (C4C) and SAP CRM wif SAP NW Process Integration; Coordinated wif global resources to identify risk mitigation strategies, perform process reviews, create staffing projections and perform due diligence activities;
• Developed and delivered effective client presentations concerning case studies, methodology, off-shoring, collaboration wif non-SAP systems and emergency support.

Confidential, WA

SAP CRM Specialist

Responsibilities:

• Lead for delivering MDF (Market Development Funds) functionality in SAP CRM (integration wif SAP ECC (SD, FICO), and several non SAP systems) for Partner Channel Management (PCM) in Siebel CRM to SAP CRM migration project;
• Evaluated and enhanced SAP CRM Service contracts; Conducted Gap Analysis; created, reviewed and aided developing BPDs, FSDs, TSDs and RICEFW documents;
• Delivered inbound and outbound Interfaces for Commission Accruals, Accounts Payable, Accounts Receivable and Dealer Master Updates between SAP FI-CO and SAP CRM; Designed and delivered workflows for Initiatives and Claims;
• Designed and configured objects for Funds Management & Claims Management; Lead and delivered master data conversion and migration from Siebel CRM to SAP CRM; Coordinated testing efforts wif various teams (onsite & offshore); Conducted training, process flow Demos and Developed User Training Manual;
• Defined cutover activities and hosted reviews for final plan; Communicated risks and issues to Project Manager; Actively engaged in resolution actions; Participated in and contributed to GoLive activity planning and hyper-care activities including noledge transfer to AMS team.

Confidential, FL

SAP CRM Lead Consultant

• Onsite Project Lead for upgrading from SAP CRM 5.0 to SAP CRM 7.0 in NA, Japan and EMEA; Implementation of SAP CRM 7.0 in ASPAC countries; roll-outs in Europe; Lead onsite/offshore functional and technical teams to review processes, analyze gaps, generate functional and technical specifications; develop RICEF objects;
• Lead activities related to maintaining master data, configure Territory Management, Marketing/Campaign Management, Complaint/Service/Activity Management transactions, customize WebUI, SAP CRM Middleware settings;
• Spearheaded testing efforts by developing test cases, conducting and coordinating testing wif various global teams in HP Quality Center (HPQC);
• Assisted Client in Change Management activities; Worked as Project point of contact for teams in connecting systems like SAP ECC, BI, WebMethods, Sales Force, Siebel CRM, CHS, and others

Confidential - FL

SAP CRM Lead Consultant

• Supported Channel Partner Sales related activities using, Territory Management, Campaign Management, Complaint and Service Order management, and WebClient for Call Center activities;
• Managed CRM team (onsite/offshore model) for support and enhancements activities;
• Middleware monitoring and error resolutions; HP Quality Center - Create, upload and Execute test scripts; Cross functional activities involving SAP ECC, SAP BI, Web Methods, Siebel CRM and Complaint Handling System (CHS);
• Change Management activities - Enhancement Requests (ER) and Change Requests (CR) related documentation, creation and processing; Effort estimation, task allocation and monitoring deliverables;
• BMC Remedy Center - ticket log and error resolution updates.