SAP CRM / ISU Consultant Resume

SUMMARY

9.2 years of overall experience and around 7.2 years in SAP CRM in different versions like 4.0, 5.0, 6.0 and 7.0 and 7.1
Good working knowledge of different modules in SAP CRM like Sales, Service, Middleware, Base customization, Marketing and Interaction Center. Including SAP ISU
Functional Consultant with experience in Implementation, Rollout, design, analysis, testing and support of SAP CRM, ECC and ISU
Industry experiences include, Manufacturing, Utilities, Hi - tech and Health Care with multiple life-cycle/end-to-end SAP CRM implementations, and support projects.
Competent in client relation management, team leading, presentation, documentation, Power User Trainings, support and knowledge transfer skills.
Implementation experience in SAP CRM Sales, Service and Internet Sales (CRM & R/3) CRM/ISU.
Strong Analytical and Interpersonal skills, good Team Leader with excellent communication skills and ability to meet deadlines

PROFESSIONAL EXPERIENCE

Confidential

SAP CRM / ISU Consultant

Responsibilities:

Business Blueprint for Customer Services which included Online self serve portal, IVR, CTI, Inbound and outbound Correspondence, Service Requests, etc
End to end SAP system configuration for CSCO Computer Telephony Integration with OEM Adapter
Worked on additional functionalities like Speed Dials functionality, Agent Stats grabber, Customer identification by ANI and BA, enhancing communication enabled fields.
Enhanced the CAD functionality in SAP CRM Web UI for alerts.
IVR functional designs interacting with ISU and CRM for account balances, Meter reads, Last payment details, automatic Interaction record creation.
Online services end to end process design including system sizing, set-up, XCM configuration, UME set-up, Functionality for utility customer electronic services (UCES) which includes Bills, correspondences, Marketing alerts, Credit Alerts, Account details, Direct Debit Set-up, Credit Card functionality, Payment Schemes, Meter Reads, online bill calculator, online Move in, Enquiries, etc.
ISU contracts and Quotation Processing.
Outbound correspondence including Standard and Interactive letters using the CRM Correspondence framework.
Integration with Stream Serve and Mail House.
Integration with Open Text with SAP CRM correspondences.
Central User Administration Set-up
Involved in the workshops for OCM, Training and security teams
Testing phases including unit, functional verification, system integration tests

Confidential

SAP E-Commerce Functional Consultant

Responsibilities:

Reviewing the business requirements and providing high level system designs to the development team.
Involved in monitoring of various defects raised during Integration and Regression testing.
Working on B2B process, XCM set-up, Shop admin, Catalog maintenance
Working on TREX, event capture for BI analysis
Working on providing solutions to out-of the box e-commerce with various enhancements to match client specific business design
Worked on Product catalog replication and new product catalog design as per clients requirements
Worked on transactions like standard orders, schedule line agreements, Deliveries and Invoices, also worked on various reports related to ordering pattern, turn over, etc..

Confidential

SAP CRM Service Functional Consultant

Responsibilities:

Support of SAP CRM Service Processes
Resolving Incidents from SAP CRM Service, Middleware and Mobile Service Application.
Working on Resource Planning Application, Service Order Management, Service Contracts Management, Spare Parts Management, Warranty Management and Product Service Letters,
Web UI, Mobile Service and CTI Support
Analyzing and resolving issues related to Service Process with R/3 Billing
Integration of SAP CRM Service with R/3 Controlling (CO)
Worked on Warehouse Management with R/3 MM integration