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Senior Consultant Resume

SUMMARY

  • Expertise in ensuring adherence to quality norms throughout the implementation process and setting up quality standards for the projects and confirming their stringent adherence
  • In - depth knowledge of supervising project activities from conceptualization to execution including business definition, feasibility, process design and optimization, project planning, implementation, and resource planning
  • Hands on experience in SAP customizing, configuring the business processes in SAP Utilities system and SAP CRM system. Remarkable experience in Interaction center (CIC) set up, Middleware, ERP integration, ERMS, CTI, Mobile Sales, Sales and Service. Good exposure and trainings in latest CRM tools Hybris and Cloud for Customer (C4C).
  • Proficiency in entire lifecycle of SAP systems encompassing designing, sizing, set-up, configuration of SAP landscapes; proficiency in functionality and business process of service management and providing acceptable level of support to clients in coordination with vendors

PROFESSIONAL EXPERIENCE

Confidential

Senior Consultant

Responsibilities:

  • Owned ERMS, CTI, Complaints and returns, service orders functionality of the project with 1600 Interaction centre agents
  • Configured the entire project wide SAP CRM system for the owned functionalities
  • UI configuration, Middleware configuration, SAP CRM and SAP SD configurations for complaints and returns process. Secondary responsibility of configuration and service process set up
  • Configuration of date profile, subject profile, alerts, transactions, multilevel categorization, CTI, toolbar, WebUI related configuration and many other configurations
  • Possessed the Returns process from design to post Go-Live support (Phase 1)
  • Prepared:
  • The functional specifications of the business processes
  • The test cases and testing the results and outcomes of configuration and development
  • Tracked changes in Functional requirements and coordinating developers
  • Stayed at client site to expedite the project work activities in terms of understanding business requirements, equipped FS and tested ERMS and CTI processes
  • Co-coordinated on site and offshore team for expediting the work UI configuration, master data configuration and documentation
  • Managed the Computer telephony integration (CTI) and coordinated the same with Avaya and client’s communication management teams

Confidential

Functional Team Lead

Responsibilities:

  • Stood responsible for entire complaints and returns process from Design to Go-Live support
  • Set up the interaction centre from start and integrate it with backend ERP environment with SAP CRM Middleware
  • Configuration of MRS, Service plan, Service request, service confirmation and order with posting in ERP
  • Owned the Process Inquiries and Perform Telesales processes for the client
  • Delivered Complete SAP CRM Implementation - Hands on to Lead for SAP CRM middleware, Master Data, Contact Centre Design for Sales and Services integrated with ERP, service functions with Multi resource scheduling (MRS)
  • Engaging in the discussion for C4C (Service) and Hybris. Client had initiated the project for Cloud for Sales.
  • Executed the system build activity for SAP CRM system and SAP SD system. Perform configuration in both SAP CRM and SD environments
  • Configured the system to achieve functionalities that are standard delivered for order management, contact centre and service management
  • Produced the functional specifications of the business processes
  • Created test cases, tested the results and outcomes of configuration and development, including test cases review for team
  • Worked on BOA tool for Master Data migration
  • Synchronized with client site to expedite the project work activities in terms of understanding business requirements, prepared FS and testing of Complaints and returns management
  • Configuration of transaction types with Organization profile, Date profile, Subject profile, Action profile and Partner determination procedure

Front Office Team Lead

Confidential

Responsibilities:

  • Led the key business processes such as Contract Management, Disconnection/Reconnection, web portal, owner allocation
  • Ownership of processes for Contract managements including Move In and Move Out, including additional checks for Cancel start contract and cancel end contract
  • Designed mentioned key business processes for the client
  • Configuring the business processes in SAP Utilities system and CRM system
  • Configured fact-sheets (Customer data Overview), BOL layer, Transaction Launchers and other UI specific configurations
  • Implemented initial middleware and replication of contract accounts and contract partners
  • Involved in Master Data ETL process
  • Design the utility system from Front office module perspective

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