SUMMARY:

• 7+ years of experience in different version of SAP CRM including CRM 5.0, 5.1, 6.0 and CRM 7.0
• Expertise in SAP CRM - Sales, Marketing, Service, Internet Sales, and basic knowledge of SAP ECC SD Module
• CRM Functional experience includes system configuration using SAP Best Practices, middleware setup and monitoring, transaction processing, Product Model, Marketing, Sales, Service and Internet Sales.
• Exposure to Online Processes including Business Partners, Product Master, Organization Model, Pricing, Business Transactions, and Billing,
• Well versed with end user training and end user manual preparation in CRM modules
• Experience in the Implementation Life Cycle
• Highly versed in SAP CRM and setting up CRM system
• Familiar to Web UI CRM 7.0
• Proficient communication, team leading and interpersonal skills
• Full lifecycle experience with SAP CRM 7.0 Version. Experienced in ensuring all the business processes configured as efficiently as possible in SAP CRM
• Expertise in SAP CRM Middleware
• Expertise in CRM IPC Pricing
• Experienced inLead management, Opportunity management, Contract management Order management and Activity Management. Creating master data in CRM, transaction types, organization profiles, rules, partner determination, Profiling and creation of Target groups.
• Expertise in configuration and customization of CRMMaster Data (Products, Product catalog, Maintenance of Organizational units Positions and holders, Business partners- Roles and Relationships). Transaction Types, Partner Determination, Pricing and other base customizations.
• Configured CRM Consumer Interaction Centre (CIC) including Account Identification, Agent Inbox configuration, Rule Modeler (ERMS) and Category Model.
• Good Knowledge in the configuration of Marketing Plans, BP Segmentation, ERMSCampaign, Lead and Opportunity Management, External List Management and Product Proposals, Personalized Mails, Status management and Campaign analysis.

TECHNICAL SKILLS:

Software: SAP CRM: 7.0, 6.0,5.1,5.0.

Integration Skills: SAP SCM, MM, SD, HRM, FI and BI/BW

PROFESSIONAL EXPERIENCE:

Confidential, NJ

SAP CRM Functional Consultant

Responsibilities:

• Configured opportunity management by defining sales cycle, phases and assigning phases to sales cycle.
• Configured transactions by defining transaction types, item categories, item category determination, copy control for transaction types and item categories and assigning various profiles to the transaction types.
• Configured Organization Management, Product Master, Partner Procedure.
• Created pricing procedures and organizational data profile.
• Configured various Pricing Condition, Access Sequence, Condition Table and Maintenance Group settings for the Pricing Procedure.
• Configured different customer specific contracts.
• Created automatic sales order confirmation through e-mail by maintaining e-mail address for Business partners, copying the smart forms, defining action profiles and actions.
• Configured Order to cash management
• Configured activity management by defining partner functions, access sequence and partner determination procedures.
• Configuration of cross selling & up selling using method schema. Analyzed the results of Marketing Plans and Campaigns.
• Extensively involved in creating Product Master particularly in the areas of Product Hierarchies, Categories, Set Types and Attributes and assigned the Product Master to responsible Sales Units.
• Involved in the customization of Marketing and Campaign Management. Created Marketing Plans, Marketing Plan Elements. Configured Campaign, Campaign Element and Target group. Defined and maintained Territories, Territory Hierarchy Levels.
• Mapped and transferred Business Partners to the feature of External List Management.
• Involved in Web UI Roles, Layout Profiles, Function Profiles and Navigation Bar Profile configuration for the different users.
• Responsible for setting up the Sales, Marketing and Power User Roles.
• Maintained text determination procedure & CRM Billing.
• Designed and Configured Custom Condition Types and Pricing Procedures. Configured the Middleware Object to load the Custom Condition Types, Pricing Procedures and Condition Tables from SAP ECC to SAP CRM.
• Loaded Business Partners from SAP ECC to SAP CRM. Configured the Middleware Settings for the load.
• Worked closely with BW personnel to generate necessary reports such as Success/Failure analysis, Activity history analysis, which was helpful for implementation.
• Documented & reported the use of implementation techniques & practices adopted.

Environment: SAP CRM 7.0,ECC 6.0

Confidential, Moline, IL

SAP CRM Functional consultant

Responsibilities:

• Configured SAP CRM Marketing for activities, business partners, contacts management, Leads, Campaigns, attributes and master data.
• Assisted in activities like campaign planning, target groups. Business Partner Segmentation using Segment builder.
• Analyzes the master data in ERP system and recommends cleansing of data if necessary before starting the initial download of master data from ERP to CRM system.
• Configuration of cross selling & up selling using method schema. Analyzed the results of Marketing Plans and Campaigns.
• Involved in gathering required information from end users, supervisors and managers to prepare functional specifications.
• Assists the client master data team in understanding the implication of using standard ERP fields for non-standard usage.
• Suggests corrective measures and oversees implementation of corrective measures after taking approval from the master data team.
• Up gradation of SAP CRM 6.0 to 7.0
• Setting up ERP account group mapping with SAP CRM Roles and groupings. Configures the master data maintenance screens as per business requirements.
• Configured marketing Planning, Campaign management and segmentation in the CRM system based on the process requirements.
• Master Data setup including Products, Product catalog, Maintenance of Organizational units, Positions and holders, Business partners- Roles and Relationships.
• Data qualities check of the downloaded data. Analyzes and fixes the error exceptions and completes the master data download successfully.
• Target group creation using segment builder.
• The setup for master data includes BP, Contacts, Products and Organizational management Configures the organizational structure as per the blue print
• Created new Date Profiles, Text/output determination procedures and Status Management.
• Defined and configured catalogs, codes, and profiles for activity management.
• Worked with the client for Business Blueprint workshops scope/schedule.
• Gathered Business requirements from Process Owners, Super users to set up & Configure SAP CRM 7.0.Performed Gap/Fit analysis. Identified Gaps, performed feasibility analysis and Scope to customize SAP CRM and ECC 6.0 to meet Business requirements.
• Defined Sales Cycle with all the relevant Phases for processing of Opportunities and maintaining the status Profiles.
• Created new values for the Opportunity Classification - Group, Origin and Priority.
• Defined Alternate Product ID and Profiles and assigning to the Product Types.
• Configured all the steps required for Contract Management with Credit Note.
• Defined Authorized Sold-to-Party for Quantity Contract and Value Contract.
• Worked on Service Org. Model and enhanced with Sales Org. Model with all the required attributes.
• Configured a structure of Installed Base with new category, and Individual Objects with new Object family.
• Created a Service Order Structure of all the service Items, like service item, spare part item and sales item.
• Performed all the steps required for creating SLA with Response Profile, response time and solution time.

Environment: SAP CRM 7.0,ECC 6.0

Confidential, Sunnyvale, CA

SAP CRM Functional Consultant

Responsibilities:

• Worked on activities like campaign planning, target groups. Business Partner Segmentation using Segment builder.
• Involved in gathering required information from end users, supervisors and managers to prepare functional specifications.
• Setting up ERP account group mapping with SAP CRM Roles and groupings. Configures the master data maintenance screens as per business requirements.
• Configured marketing Planning, Campaign management and segmentation in the CRM system based on the process requirements.
• Master Data setup including Products, Product catalog, Maintenance of Organizational units, Positions and holders, Business partners- Roles and Relationships.
• Data qualities check of the downloaded data. Analyzes and fixes the error exceptions and completes the master data download successfully.
• The setup for master data includes BP, Contacts, Products and Organizational management. Configures the organizational structure as per the blue print.
• Created new Date Profiles, Text/output determination procedures and Status Management.
• Designed the Vendor Warranty Claim process from a Service Confirmation.
• Designed the requirements in Terms of IBase, Component and IObject.
• Designed and configured appropriate Warranty Check profile.
• Designed and Configured CRM Actions with relevant Start and Schedule Conditions for creating Warranty Claim and Field Return documents in CRM.
• Configured In-House Repair document and automated the Inbound and Outbound Logistics Activities in ECC.
• Creating a Service Order Structure of all the service Items, like service item, spare part item and sales item.
• Designed the process of Service Plans, PSLs, Service Contracts, Service Orders and Service Confirmations and took it through billing.
• Performing all the steps required for creating SLA with Response Profile, response time and solution time.
• Providing End-User Manuals on Service Process and usages.
• Base Customization of different areas like Org. Model, Territory structure, activity and Actions, and Status Profiles.
• Configuring all the steps required for Contract Management with Credit Note.
• Provide a go-live & support strategy.

Environment: SAP CRM 6.0,ECC 6.0

Confidential, Minneapolis

SAP CRM Functional Consultant

Responsibalities:

• Experience leading the CRM team in Blueprinting using Business requirement documents, review the Business Requirement and make correction if necessary. Creation of functional specs and done documentation of realization phase.
• Good working knowledge and hands on experience and focused on Organizational Management, Activities and other core configuration and user experience of roles and personalization.
• Experience in configuration and set-up of IC WebClient environment. Built Item Category buttons for Sales Orders.
• Good experience in all functionalities of IC Web Client including BSPs, development of custom Views, custom fields and buttons attaching functionality to it.
• Active co-ordination in the areas of CRM Operational, Collaborative and Analytical CRM.
• Active involvement in Enterprise Marketing automation, Customer Service automation and Sales Force automation. Few of focused areas are demographics and Account management.
• Performed customizing settings for IBase, counter integration & integration of Individual Objects.
• Worked on creation of CRM Returns to raise a Returns document for the Service Orders originating from ECC6.0.
• Configuration settings done for service contracts and SLAs, which include Price agreements on contract specific prices, discounts and deductions.
• Worked on Warranty validation in Service process.
• Good working knowledge and user training done in the areas of Service Order Management, Customer Service & Support, Service tickets and Complaints & return processing.
• Extensive usage of Solution Manager for managing documentation of all phases in a Project.
• Creation of Functional Specs for periodic Campaigns.
• Configuration support in creation of Data sources like Attribute-Sets from Master and Transactional tables.
• Segment builder criteria modeling the staging area, creation profile-sets, target Groups.
• Co-ordination and active participation in creation of auto-activities for group of Agents and auto-emails to targeted Customers.
• Complete working knowledge of “Actions” creation for emails body-content and follow-up activities.
• Involved in all error solving issues in replication of Orders from ECC to CRM, creation of follow-up document for Returns, upload to ECC for deliveries.

Environment: CRM5.0, ECC6.0

Confidential, Cleveland, OH

SAP CRM Functional Consultant

Responsibilities:

• Responsible for full cycle implementation of the project which involves blue print, requirement gathering and writing specifications based on the development
• Prepared and reviewed the Business Blueprint for Service processes such as Complaint management, Contract management, Service Order management
• Customized various Service Order Types to cover the cross sectional Service Transactions including Complaints, Returns and Warranties
• Implemented Service Contracts at the point of equipment sales to track revenue and profitability of related consumable accessories
• Responsible for development of various other transaction related configuration such as Transaction types, Item Category Determination, Partner determination procedures, Status management, action profiles, setting up conditions for action profiles, Catalogs etc.
• Responsible for configuration and setup of service process related data such as warranties and related concepts such as invoking pop-ups based on warranty period expiration dates, entitlements, work flow escalation and assignment of these to the service process transaction types
• Customized various Service Order Types to cover the cross sectional Service Transactions including Complaints, Returns and Warranties in the convenient way for SAP CRM implementation
• Implemented Sales and Service with scenarios Opportunities, Activities, Account and Contacts, Service Contracts, Installed Base, Sales Processing, and Service scenarios in IC web-client
• Configured the document flow, status management, Alerts, Pricing, text types and field groupings in customizing different transactions like orders, activities, and complaints transactions
• Customized Pricing comprising complicated price configuration, Condition technique setting in pricing, Condition records, Special condition types, Statistical condition types, Taxes, Agreements, and rebate

Environment: SAP CRM 5.0

Confidential, St. Paul, MN

SAP CRM Functional Consultant

Responsibilities:

• Worked on functional process of configuring settings in various areas of CRM Service in an integrated environment with ECC5.0
• Automatic determination of service contracts and SLAs in Service Orders.
• Created Service/Product Warranties look-up on the Install Base.
• Warranty validation in Service process, creation of service tickets and read text from Service tickets for further processing.
• Extensively worked on Service Order Management and returns processing.
• Involved in Blueprinting documentation of Business process of Customer Master data. The process steps involving Business Partner Hierarchy, Territory Hierarchy, Confidential Hierarchy in Organizational Management.
• Created Functional Specs for the BP Hierarchy, Data Transfer through IDocs - writing up the mapping of fields and Idoc segmentations.
• Intensively worked on IC WebClient, created IC WebClient profiles worked on WebClient functionalities, created BSP Application by working on creating packages, Views, Controllers, adding and removing of fields and replacement views, integration of customized views with the standard views.
• Actual Configuration done for BP Group Hierarchy, Territory Management, Product Hierarchy, Organizational Management, Address Management and Status Management.
• Configuration done on BP Marketing attributes, BP Roles, Role Categories, Relationship Categories, Field Groupings, Data sets, BP Views, Product Hierarchies and created attributes and market segments for the products extracted from source systems.
• Using Solution Manager for Project documentation using pre-configured templates, creating new templates for the project rollouts. System landscape, transport request information is also maintained. Links to the IMG are maintained from the configuration structure.
• Worked with all functionalities of IC WebClient, integration of CTI with ICI and multi-channel AMC application adaptor, RFC connections and CMS configurations.

Environment: SAP CRM 5.0