PROFILE:

• Certified SAP - CRM/SD Consultant with more than 10 years of experience in CRM and ECC modules.
• Very comfortable with all aspects of mapping and customizing to suit customers’ requirements.
• Capable of handling both; life cycle implementations and frontline support in post go-live environments.
• Experienced in delivering standard and custom solutions, with exposure to multiple country rollouts for Clients.
• A seasoned professional with practical experience and a solid understanding of a diverse range of Business Applications, including IT applications, sales & distribution, customer relationship management, team management and quality assurance.
• Exceptional communicator with a consultative sales style, strong SAP CRM/SD skills, exceptional problem solving abilities and a keen client needs assessment aptitude.
• CRM Web UI / Web IC and Backend processes.
• CRM and R/3 OTC processes.
• CRM Sales, Service, Marketing Modules implementation knowledge and experience.
• CRM Billing and all aspects of CRM Pricing and R/3 Pricing.
• CRM Middleware and all aspects of Data Integration between CRM and ECC, PI, BI/BW, Legacy Systems.
• CRM and R/3 Master Data.
• CRM Solution Manager Experience.
• CRM Trade Promotion Management Experience.
• CRM Mobile Sales and Service

TECHNICAL SKILLS:

SAP Skills: SAP CRM, SAP SCM (SD).

SAP Versions: SAP CRM - 4.0; 5.0; 6.0; 7.0

SAP SD: 4.6; 4.7; ECC 6.0

PROFESSIONAL EXPERIENCE:

Confidential

SAP CRM Trade Promotion Management Lead Consultant

Responsibilities:

• Involved in the Requirements gathering, Blueprint and Solution design for the entire TPM solution.
• Involved in the Build phase to configure and set up the various areas of TPM like, trade promotions, funds, claims, rebates etc. Also involved in writing functional specifications for technical developments. The requirements being complex involve utilising almost all aspects of promotion planning for all account types including target groups and planning at all product levels including products and product categories.
• Involved in the Middleware set up for CRM integration with ECC systems, including the set up for the required Sites and Subscriptions.
• Involved in the data migration activities for multiple legacy systems to SAP. Involved in bringing two legacy systems onto one platform - SAP TPM. Further involved in integration from SAP TPM to other legacy systems.
• Act as the Lead, being the single point of contact; manage a team and coordinate all activities between the team and the client.
• Involved in all integration activities including BI for planning layouts, ECC integration for rebates, funds integration with promotions and claims settlement integration between CRM and ECC.
• Act as the CRM Expert on issues related to integration, master data, technical solutions etc.
• Actively involved in resolving issues in the testing phase, working closely with SAP and the business to get issue resolutions as per business requirements.

Confidential

SAP CRM Solution Architect

Responsibilities:

• Work with the Business Change Managers to define new business processes for Sales Marketing and Service across the various business streams, knowledge transfer of SAP CRM, user training, etc.
• Involved in the Blueprint and Solution design for CRM Sales, Service and Marketing.
• Involved in the roll out of the CRM Mobile Sales Solution using Sybase Unwired Platform (SUP).
• Involved in the data migration activities for multiple legacy systems to SAP.
• Act as QA and ratify the Blueprint/design/implementation activities for SAP CRM.
• Provide Governance for the entire SAP CRM solution including integration areas with SAP ECC.
• Coordinate with all the relevant teams to define a uniform solution for multiple business work streams.
• Involved in the set-up of the CRM systems; working closely with the Basis team for setting up the environments and sizing data.
• Liaise with the SAP ECC team and QA the solution design for all integration areas with SAP CRM.
• Involved in the implementation at all levels, encompassing daily interactions will all levels of the business and delivery teams.

Confidential

CRM Lead consultant

Responsibilities:

• Involved in a CRM Sales Force Automation implementation (SFA), including BES and Blackberry integration with CRM, with Server based Groupware integration to MS Outlook and Territory Management.
• Involved in the management of the Web IC implementation and Web UI GAPs project for this client.
• Involved in the implementation/upgrade of CRM Service integration with Handhelds (PDAs), and the UK CRM Upgrade Project from Version 6.0 to 7.0
• Involved in the blueprint and build of the CRM Sales Force Automation project and CRM Handheld Service project.
• Defined and designed solutions, including configurations for the webui/IC rollout for the UK branches. The IC rollout included working on the new SSF(Shared Services Framework) for AIC (Accounting Interaction Centre) and EIC(Employee Interaction Centre).
• Own and resolve all issues pertaining to the UK branches.
• Design and deliver new solutions for the SFA project; CRM Handhelds project and for the UK Gaps Project.
• Resolve system performance related issues on a day to day basis.
• Worked as the CRM Lead on all aspects of the CRM version upgrade from 6.0 to 7.0
• Worked with offshore technical team for all custom developments.

Confidential

CRM Consultant

Responsibilities:

• Developed a POC for CRM Billing.
• Own all areas related to the configuration of Quotes, Contracts and CRM Billing types with integration to R/3.
• Responsible for setting up Master data in CRM for Business partners including relationship categories.
• Own and responsible for CRM solutions design and integration with other legacy systems like - Java, IBM Web portal, Oracle DB, SAP R/3, SAP BI etc.
• Defined clear procedures for smooth integration between various systems.
• Act as the CRM Expert on issues related to integration, master data, technical solutions, Business solutions,etc..
• Effectively coordinate with the other members of the team to deliver solutions on time.
• Implement BADIs and Actions related to the various process types, for this project.

Confidential

Team Lead Project manager

Responsibilities:

• Managed a team of technical and functional consultants.
• Involved in day to day planning and progress of the project.
• Acted as the CRM expert for functional and technical solutions.
• Involved in deliverables of the project including configurations in CRM.

Confidential

CRM Consultant

Responsibilities:

• Was the owner of some processes defined in the Blueprint. Therefore was involved in solution design, deliverables and documentation of the same.
• Was the owner for setting up the Middleware end to end between CRM and R/3. This involved integration of CRM with Campus management used by the client in R/3.
• Defined and set up all the Business Partner Roles. Configuration of all the Business Partner screens, work centres etc, in the new Web UI.
• Defined a clear process for the client in the area of Data Cleansing using the new concept of the Web UI. Was responsible for configuring the same.
• Defined a unique solution for utilising Groupware Integration in CRM with MS outlook, based on client specific requirements. Was responsible for the total set-up for the same.
• Was the owner for the CTI integration setup for the call centre in CRM. Worked closely with the CTI vendors to enable a robust end to end solution for the client.
• Was required to thoroughly understand all the processes followed by the client in their previous CRM system set - up and then define new solutions using CRM 2007.
• Was responsible for coordinating with client IT team and knowledge transfer process. Completed configuration document to further enable the client to support the processes further.

Confidential

CRM Consultant

Responsibilities:

• Conducted Workshops for demonstrations of a new version of CRM -2007.
• Was the owner of all the processes defined in the Blueprint. Therefore was involved in solution design and documentation of the functional specification of the same.
• Was required to thoroughly understand the legacy systems used by the client and replace them with CRM 2007. This involved understanding legacy systems processes and designing new solutions using the same processes using CRM 2007.

Confidential

CRM Consultant

Responsibilities:

• Conducted Workshops for gathering requirements for the Blueprint process.
• Was the owner of some of the major processes involved in this project. Therefore was involved in the solution design and delivery of the same. Contributed fully, to the development of the processes end to end.
• Set up the configurations for all the documents, items, partner procedures, text procedures, date procedures, actions, middleware, master data, etc., required for this project. Owned this area completely.
• Was instrumental in coordinating with the technical team to set up the relevant bespoke processes.
• Conducted Knowledge Transfer workshops, including process details and configuration details.
• Documented Training material guides to enable users to quickly navigate through the system and reduce user related issues. Involved in unit testing, integration testing, regression testing and end user training.
• Played a Team Lead role in the go-live process for the 17 countries and simultaneously supported the functional side of the project. Was instrumental in resolving a lot of pre/post go-live issues.
• Played a key role in Logistics/TPM integration between the SAP CRM and R/3 and BI systems.
• Worked on a TPM project for this client. Included Trade spend and Budget planning for the same. Configured the System for all TPM integrated processes like Trade Funds management, and Trade promotions Management. Additionally configured the master data and integration processes with SAP SD.

Confidential

SAP CRM Consultant

Responsibilities:

• Involved in the full life cycle implementation of SAP CRM 4.0
• Designed the Business Blue Print for further customization.
• Designed and Configured the Organizational Plan, Product and Partner Master Data. Configured Transaction types, Item categories and important control attributes. Maintained component transactions, interactive scripts and reminder scripts. Configured the application area of the CIC screen.
• Configured the process of Opportunity management, contract management and Quotation Management with all the elements of Sales methodology like sales assistant, buying centre, opportunity planning and assessment. Defined Product Proposals and product association rules. Developed User manuals for End user Training.
• Involved in unit testing, integration testing, regression testing and end user training.

Confidential

SAP CRM Telesales consultant

Responsibilities:

• Mapping the Organization structures onto SAP CRM to optimize Marketing, Financial Accounting and Business Reporting requirements.
• Created personalized product catalogue views for B2B partners, using both manual and automatic product assignment.
• Maintained the number range assignment within R/3 and CRM for efficient data transfer. Extensively involved in modelling Product Master.
• Configured the Transaction types, Item categories, important control attributes, etc.. Actively involved in Configuring the CIC screen with all its components.
• Configured the CRM Sales for Business processes: Activity, Opportunity Management and sales Order management by customizing associated Transaction Types in CRM.