SUMMARY

• 12 years of SAP CRM functional experience across Retail & Utilities & sectors
• He has experience of multiple SAP transformational programs and possesses five end - to-end lifecycle implementation experience in SAP Projects
• He possesses End-to-End lifecycle implementation experience in SAP CRM 7.0 EHP3 Web Interaction Center and IVR/CTI Integration, SAP CRM 7.0 EHP1 Loyalty & Rewards Management, Mobility solution (Retail Execution) on SAP CRM 7.0 EHP2 platform

PROFESSIONAL EXPERIENCE

Lead Consultant

Confidential

Responsibilities:

• Provide application support to the Callidus applications
• Act as point of contact at client location ensuring SLA compliant application support with IT policies and procedures
• Design, develop and document scalable high quality business solutions on the Callidus platform for any future requirements
• Support release planning and deployment

Confidential

Responsibilities:

• Engaged as Onshore Functional Lead and assessed client’s business processes for implementing SAP CRM Interaction Centre 7.0 EHP3 with CTI/Cisco via Bucher & Suter SAP connector
• Engaged as solution consultant for integration of SAP ECC & Gateway system with Interactive Voice Response system ( Confidential IVR) via OData Web Services
• Led the design discussions, ensuring all business requirements are addressed with no gaps
• Designed 22 OData Web Services to cater self-service options via IVR
• Led a team of 13 members and managed the overall deliverables and stakeholders from multiple teams & vendors which had a very large & complex integration with multiple application viz. SAP CRM, SAP ECC, SAP Gateway, Confidential IVR, Cisco CTI & eOne and Paymentus
• Engaged as Onsite Solution / Functional Lead for the end to end implementation Customer One View sales rep app with SAP CRM 7.0 EHP3 as backend for managing major accounts. This involved complex integrations and multiple applications viz. SAP CRM, SAP ECC, SAP Gateway, SAP Dispatcher/Netscaler, Mulesoft, Datalake, Cloudseer and Custom Front End Smart App

Confidential

Responsibilities:

• Engaged as SAP CRM Lead Consultant at Onsite (USA) by providing consult SIT & Regression Testing to Confidential SME/Leads
• Plan and manage the end-to-end testing cycle from SAP CRM Loyalty Management & Credit Card Modernization perspective for Confidential ’s Membership Deployment program
• Develop Test Plan, Test Preparation & Execution

Lead Consultant

Confidential

Responsibilities:

• Engaged as SAP CRM SME at Onsite (UK) in Confidential Centre of Excellence (CoE) & Central Design Team (CDT)
• Took the complete bottom line of requirement gathering, analysis & high level solution design across various projects at Confidential
• Define a consistent global/regional/local approach across various Confidential projects to manage common CRM objects, Master Data and Interfaces between SAP ECC & CRM
• Promote standardization & reuse of the objects across projects at Confidential
• Publish golden principles to avoid solution conflicts across projects and work towards convergence
• Creation of a "Cookbook" which would provide landscape, solution architecture and guiding principles for any new upcoming Confidential projects in the SAP CRM-Mobility Program

Confidential

Responsibilities:

• Engaged in Confidential SAP CRM transformation program as Functional Lead for implementing SAP CRM 7.0 EHP1 Loyalty Management Solution. At Onsite (UK), had been responsible for planning and designing all the key CRM deliverables of loyalty management solution apart from liaising with cross-functional teams
• Client interfacing right from the RFP responses & BBP phase
• Planning and designing the Interim processes
• Document functional spec and configure loyalty settings to meet business requirements.
• Handle CRM team of 6 members
• Maintain the status report for the CRM team
• Onsite /Offshore coordinator for CRM Functionalities
• Maintain & develop the authorization matrix for complete end to end business processes
• Develop the product test scenarios
• Doing the impact analysis for the change request on CRM deliverable

Senior Software Engineer (SAP CRM Functional Consultant)

Confidential

Responsibilities:

• Worked as an integral part of critical RFP responses and contributed towards successful bidding by being a member of overall bid team
• Engaged as SAP CRM Functional Consultant at Onsite (UK) and designed end-to-end scenarios of Telephone, Email, Fax & SMS solutions by integrating Computer Telephony Integration (Genesys) with SAP CRM Web Interaction Centre.
• Lead the CRM (Customer Service) testing team of 5 members and monitor the progress & growth of the team
• Address the business requirements by delivering the Business Process Documents (Blueprint) which deliver the functionality as required by the Customer
• Work closely alongside business client and IT to convert user requirements into IT functional specifications
• Be the interface between the internal delivery teams and the Customer
• In the case of a functional issue, understand the customer requirement and contribute to the solution
• Assist in defining and reviewing the functional requirements for the application, specifically the gaps that will be filled through customizations
• Produce Configuration Design Rationale documents & RICEFW Functional Specifications
• Participate in transitioning the Functional Specifications to the technical designers
• Provide functional guidance to the RICEFW technical designer
• Confirm the completeness and consistency of the design deliverables. Resolve any inconsistencies discovered
• Work with the client and the offshore delivery teams, to arrive at solutions
• Participate in quality reviews to ensure traceability of the designs to the requirements
• Ensure that development objects meet with the required quality standards
• Lead defects analysis & fixing team and track issues to closure
• Be involved in all stages of the SDLC
• Continually suggest and implement process improvements in SAP asset development by being a part of SAP CRM team
• Conduct knowledge sharing sessions on CRM 2007

Business Analyst

Confidential

Responsibilities:

• Work with the business client to develop BRD (Business Requirements Document)
• Document CRD (Customer Requirements Document):
• Provide requirement clarification/support during IT requirement & design walkthrough session
• Provide requirement support through design, development, UAT testing, traceability
• Schedule/support RGS (Requirements Gathering Session), JADs (Joint Application Development) among IT teams to develop system requirements
• Participate in and contribute to RGS, JAD with the business and IT teams
• Ensure completeness of the BRD & CRD and obtain both IT & Business signoff on the same
• Accountable for coordinating business design walkthroughs
• Prioritizing the list of projects based on client needs, allocated budget & application team capacity estimates
• Assist in estimating the effort and resources required for the project & govern estimating process OOM/IA & LOE (Order of Magnitude, Impact Assessment & Level of Effort)
• Initiate and manage escalations when necessary
• Consolidate IT requirements traceability across all the impacted IT teams
• Monitoring & reviewing progress, issue & risk assessment updates, taking corrective actions and change control management for an approved, defined project
• Track the project life cycle until it is packaged in a Release
• Manage team activities and priorities

Market Research Analyst

Confidential

Responsibilities:

• Creating marketing plans, sales reports and other market/management documents using online CRM tool-Salesforce.com
• Generating leads in Pre-Sales for the Global Sales team by identifying the prospective clients
• Understand customer's requirements & expectations and research to develop good customer relation
• Identifying and targeting high-opportunity market segments
• Identifying and creating communications channels for prospective partners
• Developing and refining marketing communications and advertising programs