SUMMARY

• SAP - CRM Enterprise Sales, Marketing, Service, Web UI, WC and SD Functional Lead Consultant
• SAP BCM integration and 3rd party integration with Kana, Genesys, Avaya for Interaction Center (IC)
• Analytical and Goal oriented professional with over 14 years of progressive experience in SAP CRM 4.0, CRM 5.0, CRM 2007, CRM 7.0 and SD modules
• Integration experience with EDI, Salesforce (SFDC), upside, PMM, Sabrix, Vertex, Paymetrics, DMR
• Experience in industry sectors: healthcare, medical equipment, high-tech, retail, public sector, utilities, and manufacturing
• Experience in Trade Promotion Management (TPM - trade spends, funds integration, claims integration), Campaign Management, and Loyalty Management
• Experience in defining QA strategy for unit testing, system integration testing, and user acceptance (BAT) testing and defect management cycles
• Experience in test scripts execution with solution manager, HPQC, and MS-Excel Add-ons
• Experience with Investigative case management, and SAP tax management solutions
• Good Experience of IS-U/CCS utility business/engineering operations, front office procedures and customer care e-services
• Good business knowledge and functional experience in mapping SD module in Organizational set up, Master data, Sales Order processing, Pricing, Tax, Delivery, Billing, Service management, Credit Management for various Sales and Distribution processes
• Good experience in business process integration of SAP CRM with SD, SEM, BW and Enterprise Portal
• Experienced in multiple E2E implementations
• Good Experience of CRM Service (service order, service execution, RPA) billing & ECC billing: Installed Base, Individual Object, Case Management Service Contract, Service Order Management, Service Contract Management, Service Confirmation and Billing.
• Good Experience of CRM Middleware and its components, BRFplus, TREX, Solution Manager
• Has excellent work ethics and is team oriented with strong analytical and leadership qualities.
• Self-motivated and goal oriented team lead with strong interpersonal skills
• Willing to learn and adapt to new challenges

TECHNICAL SKILLS

Primary Skills: SAP CRM 3.0, 3.1, 4.0, 5.0, CRM 2007, CRM 7.0 EHP 2.0, SAP R/3 4.5b 4.6c, 4.7, ECC 5.0, 6.0, EP 7.0, SAP CPM, SAP BI, SAP ISU

Secondary Skills: C++, Java, HTMLB, ABAP, BSP, Web UI, I views

Office Products: Ms-Office, Ms-Visio, Lotus Notes, Microsoft Project

Tools: SAP Solution Manager, Mercury/HPQC, SharePoint, IBM CQ, IBM RQM, JIRA

Operating Systems: Windows 2000/NT/XP/7, Linux

Groupware: Ms-Office Suite, Lotus Notes 8.5

PROFESSIONAL EXPERIENCE

SAP CRM Consultant

Confidential, Exton, PA

Responsibilities:

• Lead workshops for requirements gathering and build prototypes for monthly, lease to own, census pricing scenarios.
• Configure pricing condition types, access sequence, conditions tables for various requirements with monthly billing, partial billing, and fixed billing.
• Configure territory rules for account creation, updates and validations.
• Design functional specifications and create test data for users.
• Design PPD solutions for PPD rates and overage rates for payer, patient and current billing month matrix
• Design split rules and combined billing document generation process.
• Build action configuration and run billing automation for billing request generation, billing documents for high volume scenarios.
• Design census price and credit/debit memo process independent of service order process.
• Prototype e2e business process for service order management, service contracts and service confirmation, billing due list and billing documents generation.
• Configure transaction types, item categories, for service orders, service contracts and billing due list.
• Design distribution rules and output smart forms solutions for various layouts and all the forms of invoice distribution via email, print, fax and EDI.

SAP CRM Consultant

Confidential, San Diego, CA

Responsibilities:

• Lead workshops for requirements gathering, business blueprint and finalize scope.
• Propose solution approach for various options for solutions design within timelines and budget constraints.
• Perform BRF+ hands on configurations for formulas, validation rules, rule sets and decision nodes.
• Build rate transition eligibility matrix, demand voltage rate eligibility matrix for rate eligibility and enrolments.
• Territory determination for BP accounts confirmation in IC for small, residential customers.
• Provide solution integration for rate transitions for residential, LCLI, and SCSI customers.
• Design functional specifications for campaign management, target group creation and attributes maintenance.
• Design test scripts for customer e-service process for bill inquiry and complaints.
• Build test scripts for BRFplus rule validations and build new functions for demand voltage rates with 3rd party systems, and integration with SAP CRM.

SAP CRM Consultant

Confidential, Las Vegas, NV

Responsibilities:

• Perform hands-on activities for development, configuration and tailoring, including any fine tuning required, in conjunction with the Confidential Interaction Center (IC) Web Client strategy for customer service.
• Provide adequate deliverable documentation including but not limited to functional, report, configuration and conversion specifications.
• Design business partner duplicate search for USPS address validations with TREX.
• Configure the Interaction Center Web Client using SAP Best Business Practices.
• Assist County Staff in Developing and executing a Testing (QA) Strategy.
• Configure EIC Employee interaction center for county managers and staff.
• Configure routing rules for service requests assignment for employees within the county.
• Knowledge Transfer through mentoring and training members of the various Confidential Teams throughout the SOW engagement to allow for County independent support.
• Implement and support new SAP security requirements and development, including system parameters and user profile attributes/defaults.
• Perform integration of various data types to support interoperability between core SAP ECC modules and CRM.
• Configured case managements for customer care for accounts receivables, collections and disbursement payments processing with 3rd party applications.
• Configured BRF+ framework for web requests, formulas, and validation rules for collection management.
• Establish and maintain end user security and business roles as well as user definitions based on authorizations, ability, etc.
• Create Job Aids and Quick Reference Guides for training and deployment.
• Design customer confirmation and identification processes which are unique to the county and Pubic Sector.
• Design and configuration of IC functionalities like Multi level categorization.
• Design and configuration of Incident Management and related ITIL processes for IT Service Desk with Shared Service Framework.
• Gather requirements for SAP Grantor management process and prototype e2e solutions for program management, budgeting, claims and payments processes.
• Design and build investigative case management scenarios for incident tracking, and issue routing via multilevel categorization.
• Create component level flow of incident tracking, routing and closure for county personnel working on cases with actions and email notifications for status updates on incidents.
• Configured action profiles, date profiles, status profiles and partner determination procedures for service requests/incidents.

SAP CRM/SD Consultant

Confidential, Southbury, CT

Responsibilities:

• Use SAP CRM/ECC as the base application.
• Create common business processes that support cross business unit quotes.
• Incorporate best practices.
• Incorporate business process “radical simplification”.
• Held baseline and complex workshops with participants from all geos and business units to provide input and help set requirements.
• Develop a Pricing Process Design Document (PDD) as a result of the input and get PDD approval by the geos and brands.
• Configured and Set up The SAP Pricing Procedure - This looks up master price and cost data, applies entitled contract discounts, applies automatic promotions, and determines taxes. Contains custom code to support the various brands.
• Delegated Grid - Applies discounts automatically when quote contents reach predefined revenue clip levels.
• Design and configure e-service and sale quotations for B2B customers via web.
• WW Promotions Database - Allows the OO or BP to apply appropriate promotions.
• Quote Price Setting - Allows the OO to set a needed price for their customer.
• Price Spreading - Spreads an input bottom-line price to all of the line items in the quote using the Cross Brand Pricing Tool (CBPT) methodology using PMM (Vendavo) with SAP CRM.
• Configure SAP CRM and SD pricing configuration for pricing with quote, order, CMR/DMR processes.
• Configure Pricing agreements for contract management for services, and BPA’s for sales, service contracts, leasing quotations and contracts and service order management.
• Define pricing process for financial contracts, validations rules for leasing types, dates rules and item categories configuration.
• Configure service contracts, service orders and integration with billing plans for time & expense tools.
• Configure billing plans for milestone billing, periodic billing, and annual billing of service contracts with pricing techniques for price agreements.
• Requirement gathering and design functional specifications for commercial project management (SAP CPM) functionality
• Configure business roles for project work space management for UI views for project management, issues and changes request tracking, and reports for metrics
• Configure plans, tasks, opportunities, quotations, issues and change requests direct links for the business roles
• Configure loyalty types, partner determination procedures, loyalty program type profiles and membership settings

SAP CRM Consultant

Confidential, Birmingham, AL

Responsibilities:

• Team Lead - Managed resources through blue-printing/detailed design, build, testing and deployment phases of projects.
• Performed project planning, estimating, resource loading, scope and risk management.
• Worked on blueprinting and prototyped the e2e scenario for workshops with business leads
• Worked on designing the test suites for business scenarios execution for end user’s
• Configured Organization set up for Interaction Center Customer Support for Service units with backend ISU integration for billing.
• Configured employee interaction center (EIC) for creating incidents for employees service requests on shared service framework.
• Configured activity types, lead types for alagasco marketing activities, tasks for midmarket, LCLI and SCSI customers
• Configured action profiles, date profiles, status profiles and partner determination procedures for activities, leads and opportunities.
• Configured marketing plans, campaigns for outbound marketing activities
• Defined mail forms, marketing attributes for campaign activities
• Defined business roles for agent, marketing manager and administrator for enhanced control for marketing activities
• Defined copy control for the transaction types to create a follow up transactions from lead to opportunity
• Lead routing based on territory rules for marketing industrial segments.
• Worked on CRM UI configuration in changing the view layouts for BP, Campaigns, Leads, Opportunities, and Agent Inbox
• MS-Outlook integration (groupware) with SAP CRM for emails, appointment, contacts as BP’s in CRM.
• Worked with marketing development funds for project plans, budgeting and claim management processes.
• Define the spend types (Tiered Growth Rebate, Rebates, Fixed Rebate), spend categories (GROWTH - SALES, GROWTH - VOLUME), spend methods, discount methods, and related volumes for marketing projects for trade spends.
• Define Trade Spends for Values.
• Defined the tiered growth rebate types (Monetary, Growth) for trade spending.
• Design performance evaluation criterion or to create a calculation method for determining the tiered growth rebate (TGR) for trade spends.
• Worked on trade promotions management (TPM), loyalty management, campaign management for mid market segments for Confidential customer’s base.
• Configured type’s objectives, tactics, types, priorities, authorization groups, planning profile groups for trade promotion management scenarios.

SAP CRM Consultant

Confidential, New York, NY

Responsibilities:

• Involved in BAT Testing for Clear Vision (CV) for CRM upgrade to CRM 7.0
• Involved in PCUI development migration to Web UI development for business partner views for external customers (B2B)
• Design test scripts for Campaign Management functionality of CRM.
• Design test scripts for trade promotion management (TPM) scenarios.
• Define the spend types (Tiered Growth Rebate, Rebates, Fixed Rebate), spend categories (GROWTH - SALES, GROWTH - VOLUME), spend methods, discount methods, and related volumes for marketing projects for trade spends.
• Worked with Segment Builder, Marketing Calendar, and Campaign Automation & Optimization.
• Worked with ERMS Rule Modeler, Activity Management, Interaction Center for TME/TMI.
• Configured out-going email address groups.
• Setting up Routing for Inbound E-Mails.
• Assigning Agents for E-Mail Handling.
• Maintaining Recipient Distribution.
• Maintaining Inbound Processing.
• Maintaining E-Mail Addresses for System User.
• Worked on Marketing Reporting with ZBPR and ZONEORDER.
• Worked on UPM tool for Activity, Lead creation in CRM.
• Worked on SAP BCM integration blue print design for Interaction Center
• Set up RFC destinations, connections, profiles, and IC web client profiles to IC users and configure BCM application

SAP CRM CIC Functional Consultant

Confidential, Bridgewater, NJ

Responsibilities:

• Study of business blue print processes in the organization.
• User discussions analyze gaps and performed AS-IS and TO-BE business process analysis.
• Finalizing the blue print after user interventions and discussions.
• Final specification preparation for realization phase.
• Implemented Customer Interaction Center functionality for the sales & service scenario’s.
• Configured various hidden and visible components of the IC framework including the Navigation Area, Application Area, Quick Keys, Business Partner Search, Call Status, toolbars, action box, alert modeler. Configured the Components as per user requirements.
• Worked on the configuration of Action box, workspace profiles and Alert Modeler.
• Integrated CTI - SAPPHONE server defined & grouped CTI queues, CTI component profile, work space profile and transaction profile.
• Defined Business Rule Framework (BRF) tags, tag grouping, tag hierarchies, tag criteria, for application process integration for BRF into transaction processing
• Defined BRF Events for the pricing process.
• Configured and set up CIC business process configuration with profiles for framework, CTI integration, simulating SAPPHONE server.
• Designed and developed the CIC Framework structure with non-telephony slots.
• Get unit test plans from key users and suggest unit test results.
• Carried out Unit testing, Integration testing and User Acceptance tests.

SAP CRM Consultant

Confidential, Madison, WI

Responsibilities:

• Involved in designing Test Scripts for UAT testing for Sales and Marketing functionality
• Designed Detailed Test Plan scenarios for Unit testing, Integration and System Testing
• Developed and created Test plans, test cases and test scenarios
• Designed and developed tests scripts for manual testing for creation of leads in the Interaction Center
• Designed test scripts for ETM master data creation for business users
• Worked with testing of lead routing scenario’s and marketing plan creation in the CRM web UI