SUMMARY

• SAP CRM Solution Architect/Lead over 15+ years of Industry experience serving clients in Automotive, Manufacturing, Media, Utilities, Life Science
• Expert in leading CRM projects, solution architect, converting business requirements into workable solutions following ASAP Methodology with requirement workshops, best practices, configuration, unit, integration and UAT testing, documentation, knowledge transfer, and end user training
• Over 12+ years of SAP experience delivering CRM service, Sales, Marketing, Interaction Center and ECC Sales and Distribution (SD) - Order to Cash process
• Deep understanding and well versed in designing and configuring the key core areas of Manufacturing, Utilities, Oil & Gas and Life Sciences industry through SAP CRM and SD
• Successfully executed multiple End to End implementation in Sales, Service, Marketing with channel as Interaction center
• Worked on SAP R/3 Versions 4.6C, 4.7, ECC 6.0 and CRM versions 3.0, 4.0, 5.0, CRM 2007 (6.0) and 7.0 with Ehp1 and Ehp2
• Proficient in training on all SAP CRM modules and Interaction Center
• Goal oriented with excellent people management skills and an ability to manage change with ease
• Experienced in SAP CRM Service, Sales, Interaction Center, Integration with CTI, Internet Sales, CRM Middleware, Marketing and Campaign Management, BRF+, CRM Analytics, CRM Billing, Case Management, BW, Integration of SAP CRM with BW-SEM, BPS and EP.
• In-depth Knowledge of latest SAP CRM functionality: CRM on Cloud, CRM on HANA, Solution Sales Configuration (SSC), SAP Hybris (Future of commerce and Customer engagement) and SAP Fiori (New SAP user experience paradigm)
• SAP R/3 modules configured: SD (Pricing, Sales, Billing), Project System (PS), MM.
• Excellent knowledge of SAP EP (Version 5.0 and 6.0) in terms of Features and Functions, Evaluation, Estimation, Customization and Implementation Methodology
• Proven ability to work with senior level business managers and understand the key business drivers that impact their satisfaction
• Proven ability to work creatively and analytically in a problem-solving environment
• Strong leadership, communication, interpersonal, and analytical skills with problem solving aptitude.
• Resourceful, self starter, self motivated with aptitude to self train and adapt to new market trends, requirements and ideas

PROFESSIONAL EXPERIENCE

Confidential, CA

SAP CRM and Interaction Center Lead Consultant

Responsibilities:

• Responsible for business requirements gathering for UK and assisting in architecting end to end business process designed across SAP CRM and SAP ECC landscapes
• Responsible for identifying RICEFW objects including enhancements, forms, interfaces and Conversions
• Designed Enhancements, Interface and Data migration programs for Seller Master data and Title processing for Canada geography
• Responsible for functional design documents and configuration design document deliverables
• Designed and Tested Interfaces with Custom ATOM database for Web Publishing for Master Data and Business Processes like Seller Master, Title processing
• Designed upload programs for Seller Master data and Title transaction for migration from legacy system to SAP CRM and ECC
• Designed and executed Test scenario’s for Canada Title processing based on different type of Seller Master data
• Coordinated with vendors for 3rd party application like Paymetric for Payment Card integration and Vertex for Tax calculation in SAP CRM
• Assisted in preparing Training documents and in End user training

Confidential, WI

SAP CRM and Interaction Center Lead Consultant

Responsibilities:

• As a SAP CRM lead for Sales and Reverse logistics process, I designed the end to end business processes for Sales and Reverse Logistics in SAP CRM
• Responsible for business requirements gathering and assisting in architecting end to end business process designed across SAP CRM and SAP ECC landscapes
• Responsible for configuring Quotation management, Sales Order management, Sales Contract management, Integration with SAP ECC Sales Process for logistics execution
• Designed and implemented end to end Reverse logistics process in SAP CRM includes Complaint & Returns management process and Sales Order management, Delivery and Billing in SAP ECC
• Responsible for identifying RICEFW objects including enhancements, forms, interfaces and Conversions
• Responsible for functional design documents and configuration design document deliverables
• Integration of SAP CRM Sales Process with Google Maps for the Sales Team and to identify customers from the existing location using smart phones or Tablet
• Coordinated with vendors for 3rd party application like Avaya Telephony system for Computer Telephony Integration (CTI), Paymetric for Payment Card integration and Vertex for Tax calculation in SAP CRM
• Assisted in preparing Training documents and in End user training

Confidential

SAP CRM and Interaction Center Lead Consultant

Responsibilities:

• As a Lead SAP CRM Sales, Service and Interaction Centre, responsible for designing a solution for Field Service team and Customer Service Representatives, which will help them spending more time with Customers on field and providing them value added service through Interaction Centre.
• In project preparation phase, understood the pain areas of their existing technology, did hands on experience to familiarize with the pain areas by executing the day to day routine processes on existing system like Lotus notes CRM and Custom Equipment Master Solution
• Designed the strategy based on the hands on experience to gather the business requirement from the Business team
• Conducted Business Blue print workshop with identified Business team from different division like Food packaging and Food solutions, Protective Packaging and Shrink Packaging for their Direct and Indirect Business process
• Responsible for designing a common solution along with the 3rd Party vendors for enabling Field service engineers to access Google maps and to identify customers from the existing location using smart phones or Tablet
• Designing integration with 3rd Party provided Computer Telephony Integration (CTI) solution for SAP CRM Interaction Center
• Developed a Proof Of Concept for new Checklist functionality in Service Request
• Designing with 3rd Party a integration for SAP CRM to access Sealed Air’s Document management Server, Calendar and Email on Cloud Computing
• Creating Test scenarios for Computer Telephony Integration with 3rd Party solution, Google maps, accessing and posting information from SAP CRM to applications on Cloud Computing
• Developed Transaction launchers in SAP CRM providing seamless environment to Field Service and Customer Service Rep. for accessing information in SAP ECC environment
• Created templates for knowledge articles and a sample of 100 Frequently Asked Questions and their solution as a pilot in Customer Care Center
• Designed Workflow for approvals for Customer Complaint and Returns Management and Credit approval process for North America and Europe

Environment: CRM 7.1 - Sales, Service, and Marketing, SAP BI 7.0

Confidential

SAP CRM Marketing Lead Consultant

Responsibilities:

• As a CRM Marketing Functional lead, responsible for Designing and implementing SAP CRM 7.0 Marketing business processes for Front end users through Interaction Centre Channel and for Business Users through Web UI for Pre-sales scenario
• Conducted Business Blue print workshop for Marketing Business process for Residential and Small and Medium Enterprise customer base across Australia continent
• Responsible for designing a standard process for retaining and acquiring customers using Interaction Center and Portal channels and utilizing Social networking websites like Facebook, Google Ads
• Designed Bill messages to be printed on the Bills based on the regulatory requirement, Bills were printed on Streamserve system (3rd Party application)
• SAP portal roles and migrate to SAP CRM Business roles including role definition, screen design and security
• Responsible for testing end to end Business cycle for varied Utility scenarios like Move-in, Move-in (In-situ), Move-out, Force Move-out etc.
• Responsible for configuring, testing and implementing Utility specific Quotation, Contract in CRM for Product Proposal
• Created Test scripts for Configuration and Development Objects in HP Quality Centre
• Conducted Integration Testing, User Acceptance Testing and Training for the Trainers
• Received award from Client on successfully completing Integration Testing with minimum issues

Environment: CRM 7.0 - Sales, Service, Marketing, SAP IS-U and BI 7.0

Confidential, NJ

SAP CRM Sales Lead Consultant

Responsibilities:

• As a CRM Sales and ECC SD consultant, responsible for configuration, implementation of the solution as per the best practices followed globally for Life Sciences industry.
• Reviewing and understanding the SRS (System Requirement Specification) for OTS (Opportunity To Sale) module, which include processes in CRM Sales as well as in ECC Sales ad Distribution
• Designed & configured Territory management as per the Global Template requirement in CRM 2007 based on the best practices
• Configured CRM 2007 Web UI for the Sales Team
• Responsible for configuring, testing and implementing Territory Management, Business Partner in CRM, Sales Quotation, Quantity / Value Contract & Sales Order in ECC Sales & Distribution
• Sales division drives sales process predominantly through Quotation and Contract processing, there are various Contracts to address various segments of customer
• Sales Contracts are also replicated in CRM for the Sales Order created through Web Channel
• Creating various templates for tracking the Issues arising out of Functional Unit Testing
• Coordinated and executed Integration testing for Sales Processes
• Created Story board of CRM Sales processes, from CRM Web UI to ECC

Environment: CRM 2007 - Sales, Service, Marketing, ECC 6.0 and BI 7.0

Confidential

CRM Team Lead

Responsibilities:

• CRM Team Lead with team of 8 consultants
• Solution Lead for CRM Service
• Setting up of Organization structure
• Transaction types & Profile
• CRM Service expertise includes Service Agreements, Service Contracts, Service Order Management, Service Plans, Complaints and Returns, In-House Repairs, Warranty Claims, product service Letter and Case Management.
• Installed base management including downloading of ECC Equipment Master Data to CRM. Middleware expertise includes setting up Middleware Parameters, replication of master and transaction data and Error Analysis
• Know how of ECC Customer Service Module Processes including creation of service Notifications and subsequent processes
• Prepared Functional Specs for RICE (Reports, Interface, Conversion, Enhancements), Smart-forms and Workflows
• Designing mySAP CRM CIC Web Client solution for 5 SBU’s
• Master Data upload from Third Party application
• Settings Filters and downloading Conditions & Customizing Adapter Objects
• Middleware troubleshooting, Monitoring Inbound & Outbound Queues
• Configured Integration with other ECC Components like Project System, Order to Cash, FI-CO, Procure to Pay, Manufacturing to Inventory, HR, Plant Maintenance and Quality
• Configured CRM Resource Planning tool
• Portal integration with CRM for Sales, Marketing and Service processes
• Key member of the Cut Over team for designing the Cut Over strategy
• Prepared Cut Over document and Functional Specs for uploading the Open Orders from Legacy SAP R/3 as well as from Third Party application
• Training on CRM Service and CRM CIC Web client to Core team
• Integration testing with Core team

Environment: CRM 5.0 - Sales, Service, Marketing, ECC 6.0

Confidential

SAP CRM Sales Consultant

Responsibilities:

• Studied business processes in Lease contract, Frame proposal, Xerox owned proposal, Call of proposal
• Interacted with Business process owners
• Prepared functional specifications
• Responsible for Direct Business Process of Xerox
• Tested the PCUI screen sequences, tab sequences and field sequences for combinations various Process types, Deal types and Process scenarios.
• Process types e.g. Lease contract, Frame proposal, Xerox owned proposal, Call of proposal etc.
• Deal types e.g. Cash, Capital lease, Operating lease, Hire purchase, Rental, Demo etc.
• Process Scenarios e.g. New Business, Price plan change, Contract extension, Upgrade, Resite, Financial line item, Xerox trade in (XTI), Competitor trade in (CTI) etc.
• Resolved various test issues with onsite technical team
• Interacted extensively with SAP consultant for the OSS notes raised

Environment: SAP CRM 5.0

Confidential, CA

SAP SD Consultant

Responsibilities:

• Team member involved in High Level Design for Sales & Distribution module
• Understanding of the complete existing Business process of Chevron
• Extensive interaction with Subject Matter Experts and Business Analyst for their existing business processes
• Involved in High Level design of the System for SD for their downstream business
• Prepared Functional Specifications for Interfaces and Enhancement for different areas in SD
• Worked closely with ABAP programmers for preparing functional specifications for many custom reports, BDC’s and transactions.
• Involved in project Blueprint documentation to define the functional and technical requirements for the initial implementation phase

Environment: SAP R/3 4.7

Confidential

SAP SD/CRM Consultant

Responsibilities:

• Review complete Confidential Sales and Distribution Process and test case scenario for testing
• Creation of impact analysis documentation
• Study & Analysis of Current Confidential Business Process in R/3 4.6 version
• Preparation of Questionnaire database with respect to Business Process, Batch Jobs Interfaces and custom developments
• Study for Impact on the CRM and external Interfaces
• Efforts Estimation study for Configuration Changes in SD and CRM Module while upgrade
• Define the Testing and Training requirements for delta changes in functionality and transaction level screen changes

Environment: SAP R/3 4.6B, CRM 4.0