SUMMARY

• SAP - CRM Enterprise Sales, Marketing, Service, Web UI, WC and SD Functional Consultant
• Expertise in SAP BCM integration and 3rd party integration with Kana, Genesys, Avaya for Interaction Center
• 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 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 billing & ECC billing: Installed Base, Individual Object, Case Management Service Contract, Service Order Management, 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.
• 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

CRM Consultant

Confidential, Exton, PA

Responsibilities:

• Lead workshops for requirements gathering and build prototypes for monthly, lease to own, census pricing scenarios.
• Configured pricing condition types, access sequence, conditions tables for various requirements with monthly billing, partial billing, and fixed billing.
• Designed functional specifications and create test data for users.
• Designed PPD solutions for PPD rates and overage rates for payer, patient and current billing month matrix
• Designed split rules and combined billing document generation process.
• Built action configuration and run billing automation for billing request generation, billing documents for high volume scenarios.
• Designed census price and credit/debit memo process independent of service order process.
• Designed distribution rules and output smart forms solutions for various layouts and all the forms of invoice distribution via email, print, fax and EDI.

Environment: SAP CRM 7.0, SAP ECC 6.0

SAP CRM Consultant

Confidential, San Diego, CA

Responsibilities:

• Lead workshops for requirements gathering, business blueprint and finalize scope.
• Proposed solution approach for various options for solutions design within timelines and budget constraints.
• Performed BRF+ hands on configurations for formulas, validation rules, rule sets and decision nodes.
• Built rate transition eligibility matrix, demand voltage rate eligibility matrix for rate eligibility and enrolments.
• Provided solution integration for rate transitions for residential, LCLI, and SCSI customers.
• Designed functional specifications for campaign management, target group creation and attributes maintenance.
• Built test scripts for BRFplus rule validations and build new functions for demand voltage rates with 3rd party systems, and integration with SAP CRM.

Environment: SAP CRM 7.0, SAP ECC 6.0

SAP CRM Consultant

Confidential, Las Vegas, NV

Responsibilities:

• Performed hands-on activities for development, configuration and tailoring, including any fine tuning required, in conjunction with the Clark County Interaction Center Web client strategy for customer service.
• Provided adequate deliverable documentation including but not limited to functional, report, configuration and conversion specifications.
• Configured the Interaction Center Web client using SAP Best Business Practices.
• Assisted the county staff in developing and executing a testing strategy.
• Knowledge transferred through mentoring and training members of the various Clark County teams throughout the SOW engagement to allow for the county independent support.
• Implemented and supported new SAP security requirements and development, including system parameters and user profile attributes/defaults.
• Performed integration of various data types to support interoperability between core SAP ECC modules and CRM.
• Established and maintained an end user security and business role as well as user definitions based on authorizations, ability, etc.
• Created job aids and quick reference guides for training and deployment.
• Designed customer confirmation and identification processes which are unique to the county and public Sector.
• Designed and configured IC functionalities like multi-level categorization.
• Designed and configured incident management and related ITIL processes.

Environment: SAP CRM 7.0, SAP ECC 6.0

SAP CRM Consultant

Confidential, Southbury, CT

Responsibilities:

• Setup SAP CRM/ECC as the base application.
• Created common business processes that support cross business unit quotes.
• Incorporated best practices.
• Incorporated the business process called “radical simplification”.
• Held baseline and complex workshops with participants from all geos and business units to provide input and help set requirements.
• Developed a Pricing Process Design Document (PDD) as a result of the input and received PDD approval by the geos and brands.
• Configured and set up the SAP pricing procedure. This system looks up master prices and cost data, applies entitled contract discounts, applies automatic promotions, and determines taxes. Contains custom codes to support the various brands.
• Delegated Grids, applied discounts automatically when quote contents reach predefined revenue clip levels.
• 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.
• Configured SAP CRM and SD pricing configuration for pricing with quotes, orders, and CMR/DMR processes.
• Configured pricing agreements for contract management for services, and BPA’s for sales contracts.

Environment: SAP CRM 7.0, SAP ECC 6.0

SAP CRM Consultant

Confidential, Birmingham, AL

Responsibilities:

• Team lead, managed resources through blue-printing/detailed design, built, tested 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 activity types, lead types for Algasco marketing activities for midmarket, LCLI and SCSI customers.
• Configured marketing plans and campaigns for outbound marketing activities.
• Defined mail forms, the marketing attributes for campaign activities.
• Defined business roles for agents, marketing managers and administrators for enhanced control for marketing activities.
• Defined copy control for the transaction types to create a follow up transaction 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 with SAP CRM for emails, appointment, contacts as BP’s in CRM.

Environment: SAP CRM 7.0, SAP ECC 6.0

SAP CRM Consultant

Confidential, New York, NY

Responsibilities:

• Involved in BAT testing for Clear Vision(CV)
• Designed test scripts for Campaign Management functionality of CRM
• Worked with Segment Builder, Marketing Calendar, Campaign Automation and Optimization
• Worked with ERMS Rule Modeler, activity management, and interaction center for TME/TMI
• Configured out-going email address groups
• Set up routing for inbound e-mails
• Assigned agents for e-mail handling
• Maintained recipient distributions
• Maintained inbound processing
• Maintained e-mail addresses for the system user
• Worked on marketing reporting with ZBPR and ZONEORDER
• Worked on UPM tool for activity and lead creation in CRM

Environment: SAP CRM 7.0, SAP ECC 6.0

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 and 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, and alert modeler. Configured the components as per user requirements.
• Worked on the configuration of action box, workspace profiles and alert modelers.
• Integrated CTI - SAPPHONE server defined and 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.

Environment: SAP CRM 5.0, SAP ECC 5.0

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

Environment: SAP CRM 6.0, SAP ECC 6.0