SUMMARY

• A highly result driven andcertified professional wif more than 6 years of extensive experience in SAP CRM as a functional consultant wif expertise in Sales, Marketing, Service, Web Client UI & SAP GUI.
• Having overall 9 Years of experience and 6 years of experience in SAP CRM 7.0 (Ehp2), 7.0 (Ehp1), 7.0, 5.0, 4.0, 3.0 and various phases of SDLC such as requirements and analysis, design, integration and testing, implementation, disposition and project management
• Thorough understanding of ASAP methodology and 2 full life cycle implementation experience
• Hands - on configuration knowledge of SAP CRM Marketing, Sales and Service including SAP’s call centre solution Customer Interaction Centre (CIC) and working knowledge of SAP SD
• Experienced in conducting JAD sessions as a team lead for analysing, prototyping and mapping business processes by following SAP Best Practices
• Base Customization: Business partner, business partner relationships, account classification and hierarchies, org management, org data determination, product configuration, partner determination procedure, transaction processing, item category determination, activity management, action processing, status profile, copy control and text determination procedure
• Marketing: Marketing plans, campaign management, segmentation, target groups, personalised mails, mail forms, campaign automation, external list management, lead management, trade promotion management (TPM), channel management, loyalty management,couponing and customer satisfaction surveys through activities
• Sales: Account management, quotation and order management, opportunity management, territory management, pricing, contract management, incentive and commission management, visit planning, rebate processing and copying control
• Middleware: Initial download, delta download, request load, BDOC monitoring, queues, error handling, business objects, administration console
• Service Management: Install base configuration and serial numbers, codes, code groups, code group profiles, subject profiles, integration and set up of IC wif all service transactions like service request, service order, complaints & returns, interaction record and RMAs processes
• Web UI: Navigation bar profile, business role like agent and manager etc, easy enhancement workbench, creation of work centres, component profiles, application area and navigation area, BOL / GENIL and BSP
• Customer Interaction Centre WebClient: Experienced in implementing WEB-IC in SAP CRM and all teh customizing setting, agent inbox, IC manager dashboard, call list and knowledge search
• Hands on experience in master data management such as mapping, migration and transformation from legacy systems to new environment
• Extensive working knowledge on setting up CRM system and working in liaison wif ABAP and BASIS consultants on RICEFW
• Involved in end user training, assisted trainers in and produced end user documentationusing SAP solution manager
• Excellent analytical and problem solving skills coupled wif project skills/organization / team facilitation
• Keen business sense, learning ability and a demonstrated ability to timely deliver end results

TECHNICAL SKILLS

CRM Versions: CRM 3.0, 4.0, CRM 5.0, CRM 7.0, CRM 7.0 Ehp1, CRM 7.0 Ehp2 - SAP CRM Certified

Project Management Tools: ASAP methodology

PC Applications: MS Word, Excel, Outlook, PowerPoint and Visio

Platforms: Windows, Macintosh, Linux

Web Programming: C, C++, PHP

Databases: MySQL

PROFESSIONAL EXPERIENCE

Confidential, Connecticut

SAP CRM Consultant

Responsibilities:

• Liaised wif subject matter experts (SMEs) extensively foranalysing, mapping and documenting all teh business processes for transition, support and enhancement phasefor CRM 7.0 Ehp1
• Performed extensive and structured documentation of functional specifications according to customer’s business processes
• Maintained and changedbusiness & authorization roles for accessing CRMas per teh new requirements of teh customer
• Worked on teh settings of knowledge search for teh IC agents
• Involved in all design documentation, enhancement and support aspects of ISAB2B web-shop management (E-commerce)
• Responsible for maintaining and supporting web-shop operations like uploading new product catalogues, changing existing ones,deleting obsolete cataloguesall involving TREX and replication of webshop orders to ECC
• Responsible for supporting, maintaining and enhancing campaigns and special buy programs on teh web-shopimplemented for Confidential channel partners
• Responsible for supporting global business administrators in maintaining global territory management
• Responsible for configuring and changing territory management rules in teh CRM rule builder using different attributes as per each territory’s requirement
• Involved in accounts, prospects and contacts management between CRM and SAP
• Responsible for supporting teh CRM middleware set up and rectifying any errors arising out of it
• Involved in implementing many CRM workflows related to complaint management (IC) and campaign management by managing proper information dissemination to teh ABAP team
• Created various types of activities like inbound email, outgoing email and phone activities in teh background and routed to teh employee responsible and teh customer in context to complaint management and interaction centre
• Acting as a SPOC for SAP CRM, developed and executed all CRM pertaining test scripts to facilitate unit testing and integration testing in teh system prior to and post Data Centre Migration project (DC Migration) for sandbox, development and quality servers and performed extensive validation in teh production server
• Acting as a team lead (SPOC), worked extensively wif SAP SLO (System Landscape Optimization) consulting team for teh carve-out of SAP CRM to a separate landscape for a business divesture project.
• Re-configured all teh webshop settings including XCM configurations, TREX connectivity, HTTP and FTP set up to build test systems twice for teh divested landscape and facilitated production cut-over for teh same
• Re-configured teh middlewareand groupware settings including changesin RFC destinations to build test systems twice in line wif teh new divested landscape and facilitated production cut-over for teh same
• Executed all teh end to end test cases in different servers to test integration and functionalities in teh divested landscape
• Respondedto problem tickets and service requests made by users wifin a stipulated period of time as per project SLA
• Worked extensively wif off-shore resources and ABAP programmers to facilitate code changes and enhancements, if required

Confidential, San Diego, California

SAP CRM Consultant

Responsibilities:

• Liaised wif business units extensively for feasibility, functional requirement gatherings, development and support phases for upgrade from SAP CRM 5.0to CRM 7.0 Ehp2 including mapping all teh processes wif CRM best practices 7.02
• Developed a business blue-print and performed gap analysis to identify possible issues and developed and implemented solutions to those issues
• Performed extensive and structured documentation of functional specifications according to customer’s requirement
• Maintained business & authorization roles for accessing interaction centre Web UI
• Worked on developing new components of different applications in Web UI which included configuration & customizing of navigation bar, quick links and field setting
• Worked on accounts and contact management in collaboration wif Confidential channel partners
• Worked on teh settings of knowledge search for teh IC agents
• Involved in configuration of teh Internet Customer Self Service (ICSS) knowledge base
• Configured alert profiles and assigned alerts to it for teh call centre agents
• Involved in all design and configuration aspects of channel partner managementin marketing
• Hands on configuration experience of trade promotion marketing (TPM) implemented for Confidential channel partners
• Worked on claims management procedure in TPM for Confidential channel partners
• Involved in implementing many CRM workflows related to partner channel management and trade promotionmanagement by managing proper information dissemination to teh ABAP team
• Created various types of activities like inbound email, outgoing email and phone activities in teh background and routed to teh employee responsible in sync wif org management and territory management
• Worked closely wif FI team on accounts receivable issues
• Familiar wif action BADI’s to copy documents, to create follow-up documents automatically or to trigger some external communication.
• External List Management (ELM) to import teh business partners from external sources
• After teh enhancement phase and go-live, provided support for CRM processes by responding to problem tickets and service requests made by users wifin a stipulated period of time
• Developed test cases and test scripts to ensure dat system applications suffice business process requirements
• Performed unit testing as well as involved in integration testing wif teh testing team
• Worked extensively wif off-shore resources and on-site ABAP programmers to facilitate code changes and enhancements, if required

Confidential, Los Angeles, California

SAP CRM Consultant

Responsibilities:

• Conducted meetings and joint workshops wif teh client teams to gather all teh business requirements and developed a business blue-print
• Prepared documentation offunctional specifications forbusiness processes, gap analysis documents and customization procedures based on requirements of upgrade from CRM 4.0 to CRM 7.0 Ehp1
• Mapped all teh processes as per SAP CRM Best Practices 7.01
• Performed documentation of all functional specifications
• Evaluated and identified teh various RICEFW objects
• Configured Web Channel Experience Management (WCEM 1.0) to support B2C and B2B (E-Commerce and E-Service) by working ontemplates,product cataloguealong wif pricing configuration wif internet pricing and configurator (IPC)
• Configured allWeb UI profiles, navigation bars, work centres, overview pages, assignment blocks and quick links
• Guided Security team to develop Web UI security business profiles
• Worked extensively on accounts and contacts management for retail customers of teh client
• Configured and enhanced marketing and campaign management includingcampaign types, objectives, tactics and segmentation of target group (BP) through segment builder
• Created product proposals involving up selling, down selling and maintaining top n’ products
• Developed and configured coupon campaigns as a part of campaign management in teh marketing planner
• Worked thoroughly on configuration and execution of gift cards and referral bonus wif subsequent enhancement and maintenance of business partners
• Configured and maintained specialized business transactions such as ski rentals, scuba rentals and charters, in-store returns, returns by mail and in-house repair
• Sending proposed knowledge articles to customers via email using SMARTFORMCRM KNOWLEDGE ARTICLE
• Mapped teh external listin webUIwhich was earlier mapped using method CRMD MKTLIST MAP by obtaining lead list from teh social media team
• Worked on improving performance of customized reports along wif CRM/BI interface
• Configured questionnaires for survey campaigns using survey suite
• Worked on teh production support technical issuespost configuration and enhancement phase by actively following up teh defect resolution, prioritization and categorization of teh incidents
• Documentation of configuration guides and businessprocess procedures related to business partner, product master, segmentation, loyalty, couponing and campaign management
• Extensively involved in creating teh test scenarios, test cases&scripts for teh business users
• Involved in unit testing, user acceptance testing (UAT) and integration testing (wif teh testing team) to check teh relevant functionalities

Confidential, Broomfield, Colorado

SAP CRM Consultant

Responsibilities:

• Instrumental in development and customization of various CRM functionalities like leads, opportunity, sales order and business partnerforimplementation of SAP CRM 7.0
• Setting up of user authorization for internet sales
• Monitored teh initial load and delta load of teh product catalogues to online shop
• Implemented internet sales (E-commerce) for B2B along wif configuration and maintenance of teh web shop and provided teh links for B2B components
• Maintained product catalogue,product proposals for teh B2B scenario along wif teh login ID setup
• Configured pricing for products in CRM using internet pricing and configurator (IPC)
• Maintained teh price lists for teh products and configured teh condition types and maintained teh access sequences as per teh business requirements
• Worked on middleware issues to ensure their are no BDOC errors in teh interface by achieving 100% replication
• Configured quotations and ensuredreplication of orders from CRM to teh back end R/3 system
• Configured events to trigger based on teh different statuses in teh various CRM transactions
• Worked on CRM org structure and custom attributes (IT1222) to identify escalations path
• Configured CRM integration wif IBM lotus notes
• Provided overview, demo and training of teh finished CRM implementation to end customer

Confidential, Bethlehem, Pennsylvania

SAP CRM Consultant

Responsibilities:

• Worked wif teh client to understand teh to-be process and identify teh necessary gaps and designed teh necessary business blueprintof teh existing system for upgrade from CRM 3.0 to CRM 5.0
• Configured teh business partner roles and number ranges, and setup teh organizational model in teh CRM system
• Configured product details by creating set types, attributes, categories and hierarchy
• Configured divisions, distribution channels and sales district along wif thorough configuration of territory management according to client requirements
• Configured organizational data determination procedures from organizational model based on zip code and country
• Configured output determination and control for sales order documents
• Configured shipping conditionslike INCO Terms, mode of transport and terms of payment and tax classifications
• Configured an automatic partner determination procedure to determine person responsible for teh transactions
• Defined pricing procedures wif associated condition types, condition tables and access sequences for automatic pricing during sales order processing and billing stage
• Interacted regularly wif ABAP programmers to develop enhancements, dialogue programs by explaining teh detailed requirements

Confidential, New Jersey

SAP CRM-SD Consultant

Responsibilities:

• To map teh business requirements into SAP CRM and SD functionalities through discussions wif key business users for implementing SAP CRM 5.0
• Performed gap analysis between business requirements and SAP delivered functionality
• Assisted in creating and reviewing teh project blueprints and ensure proper designing, planning and documentation of teh project scope
• Configured basic functions post replication like business partners enhancement, products enhancement
• Configured transactions by defining transaction types, item categories, item category determination, copy control for different types of sales order, delivery picking, invoicing and payment collection (in collaboration wif teh AR team) in teh OTC cycle
• Extensively used sales force automation to generate more salesrevenue, sales forecasting, order and purchasing history
• Configuration and implementation of opportunity management, quotation and order management in teh system by defining sales cycle, phases and assigning phases to sales cycle
• Configured and enhanced territory management for upgraded sales force reporting structure according to clients need
• Configured roles (district manager, regional manager) for assignment in territory management and for work list processes
• Configuration of inter-company billing, delivery-related billing, milestone billing, periodic billing methods, invoices based deliveries and services, credit and debit memo process
• Configured credit management in line wif teh credit policies set-forth by teh policy directives of teh company
• Conducted CRM 5.0 demo for senior management which included downloading tri-state customers, products and sales orders to CRM from SD
• Trained teh production support team & super users

Confidential, Bridgewater, New Jersey

SAP CRM Consultant

Responsibilities:

• Gatheird requirements and process flow, worked on architecture and design documents based on project scope by conducting scenario workshops and interacting wif process owners for upgrade from SAP CRM 3.0 to SAP CRM 5.0
• Prepared teh blue print, design, and conducted fit-gap analysis to streamline teh CRM upgrade process
• Participated in planning, realization & preparation of functional specification documents
• Involved in all teh quarterly enhancements for different releases
• Part of a team involved in designing teh patient device tracking functionality in CRM service
• Enhanced status profile field on equipment master to determine whether it is FDA related equipment
• Worked on partner determination for multiple patients, physicians and hospitals
• Worked wif Interfaces on SAP CRM, to get teh patient registration forms automatically to teh PDT department on teh daily basis
• Worked on developing teh process and configuring teh quantity purchase order (quantitycontracts) type which is used to create contract orders
• Worked wif BW team in creating patient, physician and hospital specific reports on implant, ex-plant and out of service of teh device
• Worked wif security team in restricting teh personal data of patients in BP for general view