SUMMARY:

• Business Leader with Domain Sales, Lead the team, Consulting, Delivery and People Management with around 13+ years of experience in
• SAP Lead Functional Consultant, associated with End to End Implementation, Support and Utilization of SAP in Enterprise Resource. Pre sales Operations, Delivery Management, Process Re - engineering, Client Relationship Management, Team ManagementRelevant SAP Experience of 11 Years.
• Rich Experience in My-SAP CRM ISA, Sales, Web-IC. E-Services, Marketing, ECC Modules like SD and FICO.
• Possess Rich Experience in the areas of Pre-Sales, Business Development, Customer Service, Distribution Management, and Frontline Sales. -- Relevant Experience 2 Years.
• 4 - Full Life Cycle experience of SAP Implementation,, SAP Testing, Go Live & Support and experience on SAP ECC and SAP CRM environment with Good understanding of Project Methodologies.
• Cross Module functional Exposure as ABAP/ SD/ PM/ CS/ MM/ FICO.
• Handled Client facing role in USA and Working as an Onsite Project Lead for maximum duration.
• Strong consulting background with business strategy consulting, defining business strategies, architecting & implementing them to deliver desired business outcomes. Worked with organizations of great repute like Confidential, Confidential, Confidential and Confidential, Confidential Ltd and Confidential .
• An effective communicator with honed interpersonal, analytical and problem solving skills
• Understanding customer’s current IT service management state & to be state to delivery desired outcome.
• Monitoring multiple projects from conceptualization and visualization to technology mapping and final execution
• Administering resource allocations and setting-up of the communication channels across the various horizons of the organization structure
• Understanding & mapping client’s requirements, resourcing requirement analysis - software and manpower; implementing solutions that effectively resolve problems or provide improvement
• Handling client / user / partner interaction for requirement gathering, risk assessment, finalization of Functional / Technical specifications and discussions for effort/cost/time estimation and client co-ordination
• Planning, executing, monitoring and reviewing ongoing projects / service management
• Ensuring timely completion and delivery of project to the client, extending production support of multiple applications.
• More than 10 years of extensive experience in Business Transformation, Functional Consulting, Project Management and technical experience in SAP Customer Relationship management, Sales and Distribution, Material Management and Logistics Execution with in-depth Business Process knowledge within several industry sectors including Beverage, Bio-Science, Telecom and Hi Tech Industries.
• 4 Full Life IT driven transformation implementation experience which includes SAP CRM 4.0, 5.0, 7.0 and SAP R/3 4.6C, ECC 6.0 Versions and experienced in methodologies such as ASAP methodology
• A strong ERP/CRM Business Transformation Lead for customer facing business processes with experience in multiple large global SAP implementation and application maintenance projects. Currently working as a Business Transformation Specialist and recognized as a motivating process leader and resource in SAP CRM and SD solutions.
• Experienced in different major area of SAP CRM including the modules - SAP CRM E-commerce B2B scenarios, IC Web Client, CRM Enterprise Sales, Service, Marketing and Internet Customer Self Service.
• Specialized in the area of CRM, Interaction Centre and Service Ticket management, Service Contract, Service Order, Complaints, RMA, Service Confirmations, CRM and ECC Billing, Installed Base, Warranty Management Processes.
• Worked on various E-Commerce B2B Scenarios relating to Shop Administration, Product Catalogue Management, Shopping Cart and Checkout, Involved in configuring TREX setting with Basis team, Worked on Shop Admin configuration for catalogues, Worked on List of Characteristics, Variants, Views etc. for Product catalogues.
• Strong Experience in configuring Web User Interface in CRM 2007(6.0) and CRM 7.0 and Written various functional specifications for (WRICEF) - Reports, Interfaces, Conversions, Enhancements and Forms.
• Expertise in Leadership, Project Management, Costing, Budgeting and Resource Planning. Also has extensive experience in leading requirement gathering workshop, Blue printing, leading testing cycles, and deployment of new solution.
• Solution architecture, evaluation of technology from functional, technical and financial perspective. Application design, development and Lifecycle management.
• Led transition of Large Global Projects including on-boarding, recruiting, allocating resource, building team; manage necessary knowledge transfer and ongoing coordination between customer and service provider. Established and managed highly skilled professionals’ team across different geographies and different time zone.
• Successfully analysed the business processes and mapped them with the SAP functionality and configured the system to accommodate the process design.
• Extensive experience in leading and participating in different testing cycles like Unit, Integration and Regression Testing in different projects.

TECHNICAL SKILLS:

SAP Processes: CRM - E Services (Complaint Management), Marketing (Marketing Spend Management), Channel Management, CIC Win client and Web Client, Survey Suite, Product Catalogue, CRM Base line Configuration, CRM Web UI Configuration.R/3 -- SD, PM. Basic Functionalities of MM.

People: Team Management and Communication.

Quality Tool: Remedy, Confidential Quality Centre 9.2 /10.

Org. Activities: Preparation of RFP, Resource Hiring and high End Modules in CRM.

PROFESSIONAL EXPERIENCE:

Confidential

SAP SD/CRM Lead Consultant

Responsibilities:

• Working with business to finalize the requirements, level of efforts, timeline and technical aspects involved for OTC.
• Preparation of Business requirement design documents and functional design documents
• Working on MPCS enhancements project related to IDOO B2B store.
• Providing Self service capabilities to dealers on IDOO store to allow them to change/update/add phone numbers/order confirmation email address and Invoice recipient email address
• Developed a new utility for auto provisioning the users to access IDOO portal.
• Developed a new functionality “Forgot Password” to generate a new password by dealer on IDOO portal
• Developed a utility to hide/unhide the delivery to address on IDOO portal.
• Managing QAT test for the FSD. Preparation of test scenarios for the quality testing. Providing KT to testing team. Monitoring testing and troubleshooting the issues
• Developed a new functionality “Available credits “to allow the users to use the existing credits while placing order on IDOO.
• Involved in Available credits customizations related to pricing procedure and text determination.
• Involved in the design and development of Credit Card Payment Gate way changes.
• Enhanced Web UI Search Result list
• Changes made to Search Criteria in WEB UI
• A new ‘Role Category’ attribute added to Search Criteria & Results area of Partner in Web UI.
• Mass update feature to be made available for Employee Master from Web UI.

Confidential

SAP CRM Lead Consultant

Responsibilities:

• Mapping business requirement in SAP CRM and ECC. Identification of Gaps and Scope.
• Workshops to Revamp and remodeling the Business Processes.
• Requirements gathering, prepare/guide for the Design specifications.
• Business Blue Print is still going on.
• Involved in Design and Development of various functionalities of Apple B2B store.
• Created a new business transactions and did customization and configuration of new sales business transactions called Proposal, saved cart and recommended system.
• Developed a new functionality called Personalization and Bundle Personalization for Apple products and developed.
• Involved in configurations and customizations to achieve the Personalization and Bundle personalization functionalities to sales transactions.
• Involved in downloading the new sales organizations download from ECC to CRM and created workflows related to new Sales organizations, download activities for newly created plants to CRM.
• Involved in Base Customization data set up (Organizations, Business Partners and Products)
• Developed new functionality called inline-tracking number (Event Management) Functionality on B2B store.
• Developed new functionality called Confidential - Missing Trader Intra Community for EMIA region.
• Created new Pricing tables, new access sequences and new Conditions for Confidential project.
• Worked on OLSS (Online Self Service) for creation Return Request and Return Order creation
• Involved and configured the Configured Return Request and Return Order processing
• Worked on SAP CRM system upgrade activities.

Confidential

SAP CRM Lead Consultant

Responsibilities:

• Responsible for gathering the requirements and creation of URS, SRS and SDS documents based on the requirements for business processes.
• Design and configuration of interaction center for sales and service business processes.
• As a Architect provided solution design for service process.
• Setup end user business roles and worked with security team to create single and composite roles using organization model position based on security.
• Design and creation of categorization model for classifying reasons for issue call. Categories are used in reporting and end date SLA calculation for compliance.
• Set up base customization for master data including business partners, product master, and organizational unit/structure.
• Configured Service Contract, Evaluation Document, Service Order and Service Confirmation.
• Developed Transaction launchers in SAP CRM providing seamless environment to Field Service and Customer Service Rep. for accessing information in SAP ECC environment
• Responsible for setting up of service contracts and Service related transactions and Configured and designed interaction center process such as service request.
• Configured Workspace, interaction center framework, profiles, agent inbox, alert modeler, email handling and action box.
• Worked with solution manager as a repository for project documentation and incident management.
• Worked on extraction of Contracts, Business Partner and Product related reports from CRM to BI.
• Working on Complaints processing, return management and RMA.

Confidential, Atlanta

SAP CRM Lead Consultant

Responsibilities:

• Creation of New Categorization schemas according to the business requirements.
• Involving in Employee data download from HR system to CRM system and analyze the issues while doing ALE from HR system.
• Creation of New Transaction Launchers
• Settings required for Client switch
• Assigning the Agents to CTI
• Participating in system validations
• Co-ordination with VERTEX team and Basis team for issues related to address validation issues.
• Co-ordination with Middleware team for Customer data related issues.
• Configuration of E-Mail Profile
• Business Role Configuration
• Orders creation using POE in ISA
• Issues related to Time Stamps on emails hitting in box
• Configuring new emails Addresses in SAP CRM

Confidential

SAP CRM Consultant

Responsibilities:

• Responsible for conducting Design sessions with the Users and gathering Business Requirements.
• Designed and configured different Service Confirmations Processes in CRM. Configured the relevant Logistics scenario in CRM.
• 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
• Configured and customized Individual Object and In-house repair including the base customization
• Actively involved in configuring and customizing the Service Orders by using the functionalities including partner processing, text management, date management, status profile, item category determinations and organizational data determination
• Build and execute unit testing (build test cases, perform tests, and make changes to configuration or processes based on results)
• Worked closely with end users on testing during UAT phase
• Work closely with business members of Operations team to facilitate effective development
• Work with users to coordinate information exchange for support of systems changes.
• Develop and administer user support documentation and provide and coaching to end-users
• Document and control all changes made to productions systems via change control process

Confidential

Responsibilities:

• Responsible for conducting Design sessions with the Users and gathering Business Requirements.
• Designed and configured different Service Confirmations Processes in CRM. Configured the relevant Logistics scenario in CRM.
• Designed the Vendor Warranty Claim process from a Service Confirmation. Designed the requirements in Terms of Confidential, Component and IObject. Designed and Configured appropriate Warranty Check profile.
• 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
• Configured and customized Individual Object and In-house repair including the base customization
• Actively involved in configuring and customizing the Service Orders by using the functionalities including partner processing, text management, date management, status profile, item category determinations and organizational data determination
• Build and execute unit testing (build test cases, perform tests, and make changes to configuration or processes based on results)
• Worked closely with end users on testing during UAT phase
• Work closely with business members of Operations team to facilitate effective development
• Work with users to coordinate information exchange for support of systems changes.
• Develop and administer user support documentation and provide and coaching to end-users
• Document and control all changes made to productions systems via change control process
• Customizing the Master data, including master data pertaining to all business partners, material master, pricing elements and products
• Defined customer account groups, partner functions
• Role of customization for master data setup, pricing with all types of discounts and surcharges
• Configured the sales documents such as inquires, quotations, orders, delivery and billing documents
• Maintained special sales orders like rush orders, cash sale process and consignment process
• Configured condition exclusion, credit management and rebate agreements.

Confidential

Sales Executive

Responsibilities:

• Managing the Key Accounts in Respective Territory.
• Market analysis to know the changing customer needs and reporting to the superiors.
• Preparing and managing various secondary schemes of the company

Confidential

Business Representative.

Responsibilities:

• f agreed sales expectation.
• Developing marketing strategies.
• Achieving Sales targets with creative plans and ideas.
• Identifying potential market for expansion.
• Participated in Sales promotion activities.
• Handling Customer complaints.
• Targeting the Segments and Promoting the Sales Activities.