SUMMARY:

• 7 years of experience in SAP CRM consulting, Implementation, Development and Support. Detailed knowledge and experience in SAP CRM 7.0module in areas including CRM Sales, CRM Service, CRM Marketing, CRM Middleware and CRM Interaction Center IC Web UI.
• Profound knowledge and experience in implementing SAP CRM practices for the scenarios in Leads and Opportunity Management, Sales Order Management, Contracts Management, Quotation Management, Pipeline Performance Management, Territory Management, Consignment process, Customer Interaction Center IC Web Client Win Client , Campaign Management and Activity Management.
• Experience in full cycle Implementation, Enhancements, and Rollouts with progressive knowledge in Requirement gathering, Blueprinting, Documentation, Configuration, and training for SAP CRM 7.0/ 2007/ 5.0 and also supported post implementation activities.
• Configuration of Master data and basic functions: Product, Business partners, Organizational Model, Partner/Text/Date Determinations, Territory Hierarchy, Transaction Types, Item Categories and Actions.
• Lead / Opportunity / Sales / Marketing configuration includes:Campaign Management, External List Management, Marketing Plans, Lead Management, and Customer Segmentation. Personalized Mails, Integrating Lead, Campaign Automation. Includes Sales Cycle Phases, Lead and Activity Analysis.
• Experience in SAP CRM Middleware includes integration with ECC with configuration of middleware setup for Data Loads for master data download, Administration Console, troubleshooting and replication of data. Middleware Enhancements using User Exits and BADIs. Middleware CRM and SAP R/3 connectivity configuration and setup, monitoring and troubleshooting inbound and outbound Queues.
• IC Web Client Experienced in configuring Agent Inbox, Transaction Launcher, Alert Modeler, Call List management, Customer fact Sheet, Navigation bar settings, Broadcast messaging, Surveys and Interactive scripts.
• Service Management experience includes Service Contracts, Service orders, Service Confirmation, Field Service Management. Customer Service Support and Complains returns.Configured and Created Multilevel Categorization Schemas in CRM for the Service Orders and Service Confirmations. Configured the relevant Subject profiles to assign the Schemas to the Transaction Types.
• Co-ordinated and interacted in the Technical Team SAP ABAP on Designing and Fixing SAP CRM Technical Issues regarding BOL programing, GeNIL enhancement and overall WebUI enhancement.
• Have complete knowledge of SAP CRM server technology User Interfaces worked/working with SAP, CRM 7.0, CRM 2007, SAP CRM 5.0, SAP R/3 4.7, SAP ECC 5.0, ECC 6.0 versions.
• Excellent communication, people management, team building, presentation, facilitation techniques, motivation leadership skills.

Skills:

Functional Abilities:

• Multiple CRM Full Lifecycle Implementations.
• Blueprint Workshops, Requirement gathering.
• Functional Configuration design.

CRM Sales Marketing:

• CRM Lead to Order, Lead Management, and Opportunity Management.
• Quotations, Sales Contracts, Sales Orders, Pricing.
• Condition Technique, Campaign Management, Target Groups etc.

CRM Service Management:

• Installed Base, Components I Objects, Service Orders Management.
• Service Agreements, Contracts, Warranties, Installed Base Management.
• Handled Complaints and Returns.

CRM Interaction Center CIC :

• Account Identification Profile, Transaction Profile, Lead Qualification.
• Maintaining Product Up sellers and Cross Sellers.

SAPCRM 7.0 WEB UI:

• CRM 2007 Web UI Configuration and Design Layer Customizing.
• CRM Business Roles Configuration AET, WebUI Component Enhancement.

CRM Middleware:

• Configured Middleware settings in CRM and ECC.
• Conducted Initial and Delta Download for Condition Objects, Business Objects and Customizing Objects.
• Setup various RFC destinations.

SAP CRM Technical:

• Web UI Enhancements, BADIs, BAPIs, ABAP Objects.

Professional Experience:

Confidential

SAP CRM Consultant

Responsibilities:

• Full Lifecycle CRM Service Implementation. Involved in Managing the project through Design, Build and Test Cycles for the CRM Sales and CRM Service Scenarios.
• Involved in Web UI configuration and enhancements for Sales and marketing processes, Involved in Requirement Gathering, Fit-Gap Analysis, Blueprinting, Documentation, and Creating Functional Design Documents.
• Experience with Detailed Business requirements Gathering and conducting Design Sessions with the Business folks.
• Created Transaction Types, Item Categories, Status Profiles, Date Profiles, and Text Profiles in SAP CRM for the various CRM Service Transactions. Also configured relevant Partner Determination Procedures and Organization Profiles. Configured the same in ECC-SD.
• Designed and Configured Opportunities from generated Leads. Customized standard SAP Workflow for automatic creation of Opportunities from LEAD. Defined and Implemented Sales Cycle and Sales Assistant for different Opportunities Types according to AngioDynamics Business Practice.
• Configured CRM Sales Contracts and CRM Sales Orders. Defined and Configured Sales Contract specific elements Price Agreements and Cancellation Procedures. Integrated with the Client to define and implement custom Condition Types for Price Agreements.
• Designed the Pricing Procedure and associated Condition Types for Customer Warranty Accounting Indicators. Also designed the Pricing Condition Types for Pricing Agreements and associated Pricing Procedures for Extended Warranty Contracts.
• Designed and Developed Condition Types, Access Sequence and Pricing Procedures in ECC-SD to account for the Pricing requirements of the Client. Downloaded the Pricing elements to CRM.
• Designed and Configured Organization Determination Profiles and Partner Determination Procedures for the Sales and Service based Partner Functions.
• Designed and Configured Order Fulfillment Business Processes using CRM Sales Sales Quotations, Sales Contracts and Sales Orders.
• Extensively worked with CRM Actions and Action Profiles. Customized Actions extensively to process LEADs, Sales Assistant in Opportunities and sending Alerts and Notifications in Sales Contracts.
• Worked on Campaign management as well as campaign operations.
• Prepared campaigns, selected campaign products and linked the prospective segment with the campaign.
• Scheduled and released the campaign, configured the follow up transactions for tracking the response through different channels i.e. Interaction center, e-mails.
• Integrated with the group in implementing the Post processing Framework BADI for a custom Action to create a Field Return and Warranty Claim Document for the relevant Item Categories of a Service Confirmation.

CRM Service:

• Designed and Defined CRM Service Cycle to implement Business Requirements.
• Designed and Configured the In-House Repair processes. This enabled AngioDynamics to effectively manage Customer and Vendor Repairs from a single transaction, using SAP CRM.
• Configured CRM Activitiesto record Time spent by Service Representatives.
• Supervised and Integrated with Business folks to design BI Reports for CRM Sales and Service scenarios. Designed the BI based CRM Enhancements for Custom Fields.
• Designed the process of Installation and Maintenance of Angiodynamics Products at Customers Premises through Installed Bases IBase , IBase Components and IObjects.
• Designed and Configured SAP CRM based Business Process for Complaints/Returns and In-House Repairs. Effectively integrated Customer Warranties inside an In-House Repair through various Item Categories.
• Designed and Configured SAP CRM based Business Processes for CRMService Orders and CRM Service Confirmation. Effectively Integrated CRM Customer Warranty with the Service Order to achieve Warranty based Pricing.
• Designed and Configured the Extended Warranty Process through a CRMService Contract. Configured Service Profile and Response Profiles.
• Defined and configured new SLA Parameters for custom Response Profile. Designed Response Profile based Pricing of Service Contracts.
• Configured SAP-SD ECC Credit Memos for the ECC based Billing Process from a Service Confirmation. Created custom Condition Types and Pricing Procedures for the Warranty based Pricing.
• Integrated with the group in implementing the programmed Service Object Set BADI in CRM to populate the correct IBASE/Component and Object at the header level when creating a Warranty Claim Document.
• Adding Serial Numbers for CRM Complaints and Service Transactions.
• Integrated with the group in implementing enhancements of the CRM WebUI BOL and GeNIL enhancements
• Integrated with the group in implementing the Post Processing Framework BADI for a custom Action to create a Credit Memo Document CMR in CRM when certain Service Contracts are cancelled in CRM.
• Adding Custom Fields at Header and Item level using AET.
• Enhancing the Search Functionality for a number of CRM transactions etc.
• Enhancing the GeNIL Layer and creating new Business Object relationships.

CRM Middleware:

• Set up Middleware for transfer of Business Partners, Products and Transactions between SAP ECC and CRM.
• Configured Middleware Adapter Object to Download Condition Types, Access Sequence Condition Tables and Pricing Procedure from ECC to CRM. Also downloaded Condition records for the CRM relevant Condition Tables.Set up Middleware for transfer of Business Partners, Products and Transactions between SAP ECC and CRM.
• Integrated CRM and ECC for sending Customer Contracted Pricing records from CRM to ECC. Designed and developed a custom CRM Action to send Condition Records for the Contracted Price after Pricing Simulation in the Opportunity to ECC.
• Defined and Configured ECC Document Types, Item Categories and Item category Assignments to Fulfill CRM Sales Order.
• Set up the CRM Middleware for loading Sales Area data, EQUIPMENTS, MATERIAL and CUSTOMERS from SAP ECC to CRM through initial and delta upload.
• Designed and Configured various CRM Business Web UI Roles, Layout Profiles, Function Profiles Initial IC Scenario and Navigation Bar Profile.
• Designed Netweaver Portal Objects Roles, Pages Work setsetc. to effectively integrate CRM WebUI, BI Web Application Designer Reports and ECC Crystal Reports.

Environment: SAP CRM 7.0,CRM Service ECC 6.0

Confidential

SAP CRM Consultant

Responsibilities:

CRM Sales and Marketing:

• Analysis of their business requirement and process mapping with SAP CRM 7.0 best practices for Leads and Opportunity Management.
• Conducted GAP Analysis to identify the functional deficits. Participated in creating blue print, design, configuration and implementation of the solution.
• Documenting business requirements, processes and functional specification documents as per SAP Best Practices.
• Configured Microsoft Word document Account Plan Document pre-populated with certain CRM data in a pre-defined layout/format which included sales plan and metrics data provided through BW reports.
• Design and configuration of Org Structure, Territory Hierarchy, Territory Rules, Rule Policy Types, Text Management, Org Management, Partner Functions, Partner Determination Procedures, Surveys, Status Profile, Date Profile, Pipeline Performance Management, Copy Control, etc.
• Account Management: Design and configuration various business partner types, business partner roles and role categories along with partner functions. Configuration of custom business partner relationships that were replicated as partner functions in ECC. Configured various text types and status profiles for business partners.
• Design and configuration of Campaign management including BP segmentation and Target Groups.Applied business knowledge and configured Account planning and Opportunity management.
• Design and configuration of Lead Management and Opportunity Management. Configured CRM actions to automatically generate opportunities from qualified leads. This enabled to automate the qualification of a prospect.
• Configured transactions by defining transaction types, item categories, item category determination, and copy control for transaction types and item categories, pricing and assigning various profiles to the transaction types.
• Configured opportunity management by defining sales cycle, phases and assigning phases to sales cycle.
• Integrated with the group in implementingSupervised Technical Design Meetings to create the best technical design for the ABAP Custom Enhancements and CRM WebUI Development efforts.

CRM Service:

• Designed and Configured CRM Interactive Reports process across SAP CRM.
• Configured CRM Service Contracts and CRM Service Orders. Defined and Configured Sales Contract specific elements Price Agreements Procedures. Integrated with the Client to define and implement custom Condition Types for Price Agreements.
• Designed the CRM WEBUI based application to Consolidate Service requests into Service order.
• Configured SAP CRM Service Management with relevant Transaction Type, Item Categories, Date Profile, Status Profile and Action Profile.
• Designed and Configured the Warranty Claim Functionality. This enabled the client to get reimbursed for the expenses involved with third party vendors or co-branded baby care products.
• Defined and designed various CRM IC UI Enhancements to suit the business requirements.
• Worked with Security, Portal, Training and Testing teams to define and implement project methodologies to ensure project teams produce quality deliverables.
• Configured warranties, installed base management, complaints and returns.
• Designed and configured Configured CTI buttons for various IC Roles. Worked with Avaya Consultants to set up CTI from SAP CRM to Avaya.
• Equipment Load BADI
• Integrated with the group in implementing Custom Enhancement for a number of CRM BADIs
• Configured CRM Service Orders and Confirmations.
• Defined and configured new SLA Parameters for Custom Response Profile. Designed Response Profile based Pricing of Service Contracts.
• Effectively Integrated CRM Customer Warranty with the Service Order to achieve Warranty based Pricing. Designed and Configured the Extended Warranty Process through a CRM Service Contract. Configured Service Profile and Response Profiles.
• Partner Determination BADI
• CRM Conditions BADI
• CRM Service BADIs
• CRM PPF BADI for implementing CRM Actions.
• CRM Header and Item level BADIs etc.

CRM Middleware:

• Complete Middleware setup in development to production environment. Loading Customizing and condition objects from ECC to CRM system of the landscape.
• Middleware enhancement of Business Partner master data to flow company code data from CRM to ECC.
• Middleware enhancement of Material master data to flow Manufacturer part number from ECC to CRM. Middleware BDOC enhancements for new field flow from ECC to CRM on BP Master.
• Configured campaign to ECC sales order integration process. Configured Campaign determination in ECC using the condition technique.
• Set up Custom Filters for Initial Download of Customizing Objects and Condition Objects from ECC and CRM.
• Involved in middleware customization, BDoc modeling, Replication and Realignment of BDoc and data exchange with ECC.
• Resolve Middleware issues, Middleware Enhancements.
• Perform Technical Acceptance testing for Custom requirements.

Environment: SAP CRM 7.0 Worked as a SAP CRM 7.0, Consultant in Sales for ExxonMobil. The company sought SAP CRM to boost-up the sales process by implementing the sales module. CRM 7.0, ECC 6.0

Confidential

CRM Sales, Marketing

Responsibilities:

• Full Life Cycle implementation of SAP CRM 7.0 with emphasis on Sales Force Automation utilizing SAP Best Practices.
• SAP CRM 5.0 to 7.0 up gradation provides a long-term platform with low life-cycle costs and high flexibility.
• New functionality for areas such as: Sales Pipeline Management, Loyalty Management, Trade Promotion Management, Real Time Offer Management RTOM , Business Communications Management as well as a mobile solution forBlackBerry phones.
• Completed support for Enterprise Services SOA , which permits freely-customizableand simplified communication with third-party systems.
• Configured the Organization Model according to the Hierarchy and Distribution Channel. Assigned positions and employees to the Organization units.
• Implementation of CRM Interaction Center and Configured all components of Interaction Center.
• Involved in Requirement Gathering, Fit-Gap Analysis, Blueprinting, Documentation, Creating Functional Design Documents.
• Configured various CRM Transaction Types, Item Categories, Item Category Determination, and Text profile, Address Profile, Status Profiles and Date Profiles for various CRM Sales Orders.
• Implemented Territory Management according to the Sales Area and Product.
• Configured the Sales Cycles, automated each stage using Action Profiles.
• Involved in Web UI configuration and enhancements for Sales and Marketing processes.
• Customized the navigation bar, work area quick action buttons.
• Configured Lead Management settings from the creation of leads through various channels.
• Responsible for setting up questionnaires in facilitating the automatic qualification of Leads.
• Responsible for setting up the Sales, Marketing and Power User Roles.
• Responsible for setting up Activity Management settings by automating the workflow using Action Profiles.
• Responsible for setting up the Product Master. Configured product hierarchy and the middleware.
• Configured Campaign Types, Communication channels, Marketing Plan, Campaign Element, Attributes, Attribute Sets, Target Group, Profile set with Segment Builder , and Mailing List etc.
• Configured Lead management which includes Lead qualification levels/Lead groups/Origins, Workflow settings, Transaction settings, Questionnaires etc.
• Configured CRM Service Contracts and CRM Service Orders. Defined and Configured Sales Contract specific elements Price Agreements Procedures.
• Designed and configured SAP CRM Sales Contracts to be used by various USDA partner entities.
• Configured CRM Sales Contracts and CRM Sales Orders. Defined and Configured Sales Contract specific elements Price Agreements and Cancellation Procedures.
• Integrated with a group in implementation of the Post Processing Framework BADI inside, to process an Action inside an Action Profile, to automatically populate Custom Fields while creating Sales Orders from a Sales Contract.
• Configured Extended Warranty Process through CRM Service Contract.

Environment: CRM SAP 7.0 Implementation CRM 5.0 upgraded and 7.0 Implementation