SUMMARY:

• Designing, solutioning and Guiding team in executing the CRM Project
• Expertise in SAP CRM - Service, Marketing,TPM, IC Web Client, Sales & Web channel Experience management, middleware modules with 4.0, 5.0, 2007,7.0 and EHP2 & 3 versions.
• Experience in implementation and up-gradation projects, which includes system designing, configuring and implementing the business solution and integration with R/3 (via CRM Middleware)
• Expertise in requirement gathering through Workshops.
• Proven analyst with skills in devising and implementing policies/ procedures for accomplishment of business goals in pre-set parameters.
• Comprehensive understanding of the SAP R/3 Business Data Model with strong process-to-technology mapping capabilities.
• Worked closely with the functional consultants of other modules to resolve cross - functional issues in CRM- SD, MM, CO
• Conducted 3 levels of training for the core team members Level 1 - Overview, Level 2 - Transaction Level training and Level 3 - Configuration training.
• Carried out unit testing and integration testing, developed test scenarios, testing of ABAP developments and documented the test results
• Rendered post go-live support, carried out troubleshooting of various issues related to the sales service & online module of SAP CRM also coordinated with key users for resolution of problems/ issues
• Excellent interpersonal, communication (verbal/ written) skills and a good team player

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta

TPM Lead Consultant

Environment: CRM EHP 3, ECC 6.0

Responsibilities:

• Worked on Trade Promotion and Integrated Planning (IP) - S/4 HANA.
• Worked on Issues related to Promotions, Agreements and Pricing.
• Worked on Spend type, spend category, method, Campaign determination and planning profiles
• Condition Generation, Data source, Attribute List, Segmentation basis
• Data Synchronization (Promotions, Target groups, Product segment) between TPM to CAS, spring and ECC and BI (IP).
• Customization of Campaign Determination - Condition Generation
• Synchronization of Campaigns - Promotions and Condition type with ECC.
• Worked on Building Target groups, Product Segment and attribute List.
• Worked on TG refresh and Batch jobs to update the Target groups and Product Segment on daily basis.
• Customization of Promotion types(Long & short term), Agreements, On Invoice and Off Invoice For customer specific and Channel discounts.
• Worked with Technical team to Build Process chains to run TPM and TPA creation.
• Designed Customized reports for daily business needs - TP detail report.
• Configured integration between CRM & ECC.
• Worked on Middleware data synchronization b/w CRM and ECC.
• Worked on pricing issues, Target group and product Segment issues.
• Worked on Master data - BP, Products, Sales Org and Pricing.
• Worked on Info source, Info cubes and Process Chains (IP HANA S/4).
• Worked with Business users to get the requirement, documenting and worked on provide the solutions for the same.
• Prepared Functional specification for the change request.
• Configured Text Determination procedures, pricing procedure, date profile, status profile, org data determination, Campaign types.
• Worked with Cross functional team to analyze the impact of the changes and communicated the same.
• Trained the end users and prepared the documentation training manual.

Confidential, CT

Sr CRM Consultant - CRM

Environment: CRM 7.0 EHP2.

Responsibilities:

• Designing and Implementation of CRM CIC, ERMS and Master data.
• Worked on Requirement gathering through workshop, Gap Analysis, Configuration and testing.
• Customization of Knowledge Article, Account Fact sheet, Complaint Management.
• Customization of Account Identification, Agent Inbox, Email, Interaction Record.
• Integration of CAR (Customer Account Repository) for POS Transaction to Fact sheet.
• Setting up of Inbound. Outbound Emails, Service manager Profile, Rule Policy, Mail form, Email Profile.
• Configuration of Categorization Schema, Broadcasting, Interaction History.
• Integration of Third Party Application.
• Configuration of Business Role, Navigation Bar, Work Center, Role Config Key, Technical and functional Profile, ERMS
• Worked with Technical team and guided them in building the Technical spec, Badis, AET, WEB UI Enhancement.
• Worked in Integration between ECC and CRM- Middle ware setup
• Defined Rule Policy, Schema for Multilevel Categorization, Knowledge Article
• Worked on Production issues and resolving the same to meet the SLA.
• Prepared user Manuals and given End User Trainings.

Confidential, St Louis. MO

SAP CRM Functional Lead - CRM

Environment: SAP CRM 7.0 EHP2, ECC 6.0

Responsibilities:

• Designed and implemented solutions in the area of ERMs, TPM, Marketing
• Running workshop to gather Requirements and solutioning the same.
• Prepared Functional Specification for Marketing, ERMS, TPM.
• Customizing Planning profile Group, Objectives, Tactics, Buying patterns for TPM
• Customization of Promotion types, Plan types, key figures, Spend method, spend type, discount types, Off Invoice, On Invoice Discounts.
• Integration of TPM with Fund management.
• Customization of Fund type, Fund category and Integration with TPM.
• Customization of Fund Determination, check book and budget.
• Integration with third party mobile app, worked in APIs for the data integration and mapping of Objects.
• Lead and Coordinated the Planning and Delivery of the Technical Developments by Interacting with Business, Functional and Technical teams.
• Setting up CRM Organizational model, BP master data, and middleware to download the data
• Worked on Business roles for the security objects.
• Worked on solution manager during the project implementation.
• Worked on Integration between ECC - CRM, CRM - BI, CRM-HR
• Configured ELM, Campaigns, Bounce Management, Surveys, Mail forms
• Configured middleware settings to download Knowledge base and Runtime version for configurable products.
• Configured Web UI - Business Roles, Navigation Bar, work center, logical links
• Interacted with Basis and Network team to configure email ID, routing same to CRM Inbox.
• Designing of ERMS: Inbound. Outbound Emails, Service manager Profile, Rule Policy, Mail form, Email Profile,
• Configured Service Request transaction type, Categorization schema
• Development of Customized Reports.
• Enhanced Web Ui to new field to search by Sender Email ID, Sorting of Incoming Emails
• Worked on Badis to include additional Fields in Web ui, trigger Alerts to Users
• Worked on Unit testing & Integration testing for the fitment of the solution
• Prepared End User Manual, Customizing documents, Test Scripts.
• Guiding CRM team members to achieve the project goals throughout the project

Confidential

SAP CRM Sr Consultant - CRM

Environment: my SAP CRM 2007, ECC 6.0

Responsibilities:

• Roll out of Internet sales functionality to different countries like USA and Central European Countries.
• Preparing Functional Specifications for new requirements and executing the same with the help of technical team
• Configuration of condition type, access sequence, pricing procedure.
• Integration of Promotion
• Integration with ECC - WBS element, Rebate agreement, Condition type and condition record, COPA Document, Accounting document creation in ECC
• Configuration of Sales office, sales group, sales methodology
• Configured opportunity management, activity management
• Customization of web shop, product catalogs, variants.
• Customization of Rush order: Drop ship orders, SPA, min order block, Rush order surcharges, order to cash
• Customization of min and max order quantity logic, customer expected price
• Customization of pricing procedure, condition types, tables, Transaction types
• Worked on issues related to pricing, product search, sales order block, BP and Relationships, product catalog
• Configured middleware setting for data download from R/3 to CRM
• Worked on Bdoc monitoring, SMQ2/SMQ1

Confidential, Rochester, NY

SAP CRM SM Consultant

Environment: my SAP CRM 2007, R/3 4.7

Responsibilities:

• Studied and evaluated the client’s business processes and gathered the client's requirements thru workshops
• Preparing Functional Specifications for Service Contracts, Service Orders and Ibase, and executing the same with the help of technical team
• Worked on gap analysis, new solution development, test data creation and testing, test conversion programs and validate conversion loads
• Configured Master data-I base, Service Products (Set types and attributes), organizational elements, BP
• Worked on Integration between CRM and ERP - Logistic Integration, Billing confirmation, HR Integration
• Processing of Service notifications, Configuration of notification types using workflow
• Design of service contract management, service profile, response profile
• Configured billing plan intervals and Integration with CO for Internal order replication.
• Integration of service contract and service confirmation with DMR and DM,
• Service Order Processing with Extensive internal and external operation with Time and Material.
• Configured warranty management, logistic integration for parts management
• Revenue and Contract based order processing. Warranty and Contracts with Service entitlements processing for Technical Objects
• Configured status management, Date management, partner functions and determination
• Worked on Integration between CRM and SD, MM and CO
• Worked on EEWB to add new fields to Web UI

Confidential

SAP CRM Consultant

Environment: my SAP CRM 5.0, ECC 5.0

Responsibilities:

• Worked on issues related to BP, products, Pricing, web shop, sales orders etc.
• Preparing Functional Specifications for new requirements and executing the same with the help of technical team.
• Meeting the SLA as per the client specifications and also fine tuning lead time taken by the work orders.
• Configured Product Catalogs, Variants, and Views for the Catalog, B2B & B2C web shop, Configured Pricing procedure, Condition type and Access Sequence.
• Worked on sales order management, and opportunity management.
• Worked on TREX for product search, Initial catalog replication.
• Configured Action and Action Profiles, Partner determination and status management.
• Configured Middleware functionality successfully to integrate CRM to ECC.

Confidential

CRM Functional

Environment: my SAP CRM 5.0, ECC 5.0.

Responsibilities:

• Configured Master Data which includes I base, Organizational set up, Business partners, Products(set types and attributes)
• Developing functional specifications as per the business requirements by interacting with business users
• Configured resource planning application, Territory management, partner functions- Partner determination
• Configured service codes, Qualifications, scales and proficiency.
• Configured service organization and service teams. Sending paging information to FE
• Configured Transaction types, Copy control and Item categories, status and date management
• Worked with technical team to configure Workflow in order to page FE
• Customized report to List Event logs for a specific service order, RPA assignments
• R/3 - CRM integration --Logistic, Data exchange
• Data replication between ECC and CRM, Queue monitoring(SMQ1&SMQ2) Bdoc error analysis
• Carried out unit testing and integration testing, developed test scenarios, testing of ABAP developments and documented the test results
• Conducted 3 levels of training for the core team members Level 1 - Overview, Level 2 - Transaction Level training and Level 3 - Configuration training.