Professional Profile

Mr. Kevin Munkres is an SAP and Genesys certified CRM\\CTI functional consultant who is also a PMI certified Project Management Professional. Mr. Munkres has deep and wide expertise in the design and implementation of SAP CRM IC Web client solutions involving Service, Sales, Marketing and Interaction Center, including CTI integration, scenarios. During his career, Mr. Munkres has been involved in and managed full life cycle projects implementing SAP CRM solutions using Service (IC Web and Field Service), Contact Center Channels (CTI, Email, Fax, Chat), Sales – Lead, Opportunity & Activity management, and Marketing & Campaign Management. He has delivered solutions to a broad range of clients with an emphasis in large multinational Pharmaceuticals, Software Vendor, Telecommunications, High Tech, Consumer Goods and Services, Oil and Gas and Health Care industries.

Employer History

October 2010 – Present Confidential,
Subject Matter Expert - SAP CRM and CTI
Close new or follow-on business by leveraging my experience as a Project Manager, SAP CRM and CTI Functional Consultant in the Solutions Group at HCL Axon.

• SAP CRM – CTI Integration SME – For CareFusion, a spin off from Cardinal Health, Mr. Munkres worked as a subject matter expert advising the client on CTI integration issues and a functional consultant, gaining hands on IC Web experience with CRM 7.0.
• SAP CRM – CTI Integration SME – For TXU, Mr. Munkres worked as a subject matter expert advising the client on CTI integration and a functional consultant, gaining hands on CRB experience.

October 2008 – October 2010 IBM Global Business Services
Managing Consultant - SAP CRM
Worked as a Project Manager and an SAP CRM Functional Consultant in the Industrial CRM practice of IBM Global Business Services.

• SAP CRM Track Lead Consultant – Mr. Munkres worked as the CRM Track Lead Consultant during the global implementation, for seven countries, of SAP CRM HRIC (IC Web HR Service Scenario) at Abbott Labs, an industry leading Pharmaceutical company. During Blueprint hosted and conducted workshops with various stakeholders from country service centers. Managed and mentored junior resources, provided guidance on configuration design and issues, and delivered quality work product on time while maintaining strong, positive working relationships with the customer project manager.

June 2007 – October 2008 Confidential,
Manager - SAP CRM
Worked as a Track Lead and subject matter expert in the implementation of SAP CRM 5.0 and 2007. Configured and completed minor IC Web development for SAP CRM Service scenario implementations.

• SAP CRM – CTI Integration SME – For Crestron Electronics, a manufacturer of high-end residential and commercial control systems, Mr. Munkres worked as a functional consultant, gaining hands on experience with CRM2007, and a subject matter expert advising the client on CTI integration issues. This project is considered an add-on phase to the original ECC implementation to allow the company to accurately record, track, and financially account for RMAs.
• SAP CRM Track Lead Consultant – Mr. Munkres worked as a Track Lead Consultant during the implementation of CRM IC Web Client Service at Fresenius Medical Care, an industry leading manufacturer of Dialysis machines, technology, and services. During Blueprint worked closely with end users to map existing processes and develop a detailed design. Configured proof of concept for demo to business and then during realization worked on complete build out, testing and go-live of final system. Maintained strong, positive working relationships with both the end users and customer project manager.

November 2003 – June 2007 SAP
Principal Consultant – SAP CRM
Showcased my expertise in CTI integration with SAP CRM and advised the client to close an SAP primed $4M deal with a major Pharmaceutical company. Actively involved in several CRM implementations working as a Pre-sales support, Project Manager, and Functional Consultant. Project manager for an SAP CRM implementation of two international call centers for ExxonMobil.

• SAP CRM-Genesys Implementation and Integration Track Lead Consultant – Mr. Munkres worked as Track Lead Consultant during the implementation of CRM Sales project at Allergan. After demonstrating Genesys subject matter expertise during the sales process, Allergan awarded the $4M project to SAP and asked Mr. Munkres to stay on for the project to help manage the Genesys sub-contractors and integration to SAP CRM.
• At PepsiCo BSG Mr. Munkres leveraged his Genesys experience as the Genesys – SAP CRM integration SME to provide guidance and recommendations to the PepsiCo - Accenture project team. Maintained strong, positive working relationships with both the customer and partner project managers.
• On a Deloitte project for Estee Lauder Mr. Munkres worked on BPDs, position papers, BPPs and detailed design during the Blueprint phase. Provided build out of an IC Web proof of concept for a demo to the business. Maintained strong, positive working relationships with both the customer and partner project managers.
• At Shell Lubes provided SAP CRM IC WinClient - Genesys integration expertise to IBM project team. Mentored customer and IBM consultants in Genesys CTI. Assisted in user acceptance testing and problem resolution of integrated solution. Maintained strong, positive working relationships with both the customer project manager and the partner project manager.
• After working with the SAP CEM to sell this $1M project for ExxonMobil Fuels Marketing, the client asked Mr. Munkres to stay on as the project manager. As the project manager, led the business analysis, design and implementation of two Customer Interaction Centers (CIC) (IC WinClient) in Guatemala and the UK. Also led and mentored other consultants in building out the solution. Managed expectations of customer and consultants. Maintained strong, positive working relationships with the customer project manager and the SAP Customer Engagement Manager.
• As part of providing sales support to help sell this $10M deal for HP, Mr. Munkres led and mentored CRM Consultants assigned to the project. Ran “Over the shoulder” webex sessions for the client to show how CRM Best Practices Scenarios were configured to match business requirements. Configured CRM Service and ICSS functionality to support demo scenarios and business requirements. Later, after HP purchased the SAP CRM software, Mr. Munkres was called back by the project team to teach SAPCRM and CR410 (IC WebClient) classes in the Netherlands.
• While at Network Appliance Mr. Munkres built relationships at the strategic and tactical level of the customer and Accenture organizations. Managed expectations of customers, partners and consultants. Helped lead the business analysis and redesign of the Vantive Customer Interaction Center (CIC) from an SAP CRM IC Web functionality perspective. Maintained strong, positive working relationships with the customer project manager and SAP Customer Engagement Manager.
• Worked with SBC architecture team to connect SAP CRM IC Win and IC Web clients to Genesys CTI. Configured both CRM 4.0 IC Win and IC Web Clients. Worked with development team to further enhance IC Webclient sandbox system. Provided support to customers during configuration and custom development.
• For Adobe Mr. Munkres tested Genesys email routing integration with CRM 4.0 IC Win Client. Wrote Business Process Procedures (BPPs) for testing and using email within CRM IC Win Client.

January 2003 – November 2003 Confidential,
Senior Genesys Consultant
Worked as a Genesys CTI Onsite Project Manager\\Functional Consultant for several dual shore, reporting, development projects. Installed and configured Genesys reporting solution, scoped reporting requirements and worked with the development team in India to complete custom report development for clients.

August 2001 – January 2003 Confidential,
Full-time Grad student\\Grad Assistant

March 2001 – August 2001 Confidential,
Senior Software Engineer
Leveraged 7 years of Genesys CTI experience and met with client in Hong Kong to advise the VP of Development for this software company on product features and enhancements. Mentored junior developers, completed code review of existing CTI software, and developed product enhancements.

March 2000 – March 2001 Confidential,
Senior Consultant
Worked as a Genesys CTI Functional Consultant to complete a contact center optimization evaluation for HP Latin America. Also completed custom C++ program coding for Sprint to automate order processing from co-branding partners (e.g. CapitalOne).

May 1995 – March 2001 Confidential,
Independent Consultant
As an independent consultant was responsible for new business development, account prospecting, sales presentations, contract negotiations and key account management for all lifecycle stages of systems projects for corporate clientele. Gained full expertise in Genesys computer telephony integration (CTI) and customer relationship management (CRM) for deployment of systems architecture, and support of business strategies and process improvements. For one custom software development project, traveled to Chile, Brazil and South Africa to install and provide end-user training on a statistical process control system for a manufacturing production line.

September 1994 – May 1995 Confidential,
Senior Software Engineer
Performed system analysis, design, coding, testing, and customization for PSI, a point-of-sale (POS) retail application. Was responsible for programming, development and problem resolution in industry standard computer environments.

May 1993 – September 1994 Confidential,
Systems Engineer
Coordinated the design, development and maintenance of different applications to support retail POS
industry application. Gained skills in programming, debugging and troubleshooting communications software, as well as end-user training and interpersonal communications.

October 1991 – May 1993 Confidential,
Associate Staff Member
Effectively utilized a wide range of software packages to create, test and support systems administration
and innovative business applications for this software engineering firm. Was a key participant in all development phases for an Air Traffic Control system, including design, testing and implementation.

• Masters in Business Administration
• Bachelors in Science
• PMI Certified Project Management Professional
• SAP Certification in CRM
• Genesys Certified Genesys Architect

Project Domains:

Customer Relationship Management Solutions; Managed Application Solutions; Systems Integration; Performance Improvement; Application Development

SAP:

SAP CRM 4.0, 5.0, 2007, 7.0

Operating Systems:

Windows NT; Windows 95/98//2000; Windows XP; MS-DOS

Computer Languages:

Java, C++

Applications:

Microsoft Office 97; Microsoft Office 2000

Training:

SAP CRM2007 UI Deep Dive