SUMMARY:

• SAP CRM certified functional consultant with more than a decade of experience (8 years in SAP CRM and 3 years in Customer Service domain)
• Worked in multiple countries including US, China, Australia and India.
• Experience in building teams, leading projects successfully, implementing and creating business value leveraging SAP.
• Strong experience in SAP CRM 7.0 WEB UI, CCS, Service, Marketing and Sales. Worked in implementation, upgrade and support projects. Experience in SAP CRM 4.0, 5.0, 6.0 and 7.0.
• Worked for global corporations like Confidential (US, India), Confidential (China) and Confidential (US).
• Experience in multiple SAP functional modules including SAP CRM CIC, Sales, Service Marketing and SD.
• Led teams in implementing, upgrading and maintenance of SAP installations for 4 global corporations and has been involved in 6 SAP projects till date.
• SAP CRM experience encompasses system configuration, FIT GAP analysis, AS IS & TO BE process design, business consulting, solution implementation, extensive work on enhancements, testing (unit, functional and integration), data migration and analysis, cutover activities and production support.
• Experience in setting up SAP CoEs for Confidential in India and Confidential in China. Building the CoEs included responsibility for recruiting the right people, continuous and competency development in various modules like SD, CRM and HR, grooming and mentoring junior resources and fresh graduates from MBA colleges.
• Experience of building productivity improvement tools as part of the SAP CoE for mitigating risk and increase predictability and quality of SAP projects.
• Being a top performer and consistently been rated in the top 10% of the peer group.
• Base Customization: BP’s. Organization Management, Territory Management, Product master, Status Profile, Date Profile, Text determination Procedure, Partner determination Procedure & Action Profile.
• Interaction Center: Account/Contact management, Problem Management, Service request, Knowledge Article, Interaction Record, Agent Inbox, Call list’s & Email responsive management system (ERMS),Interactive Scripting, Alert Modeler, Call list Profiles, Transaction launcher & CTI Integration.
• Sales: Account & Contact Management, Activities Management, Opportunity - to-Quote Management, Sales Order & Contracts Management, Pricing.
• Service: IBase, Service Contract, Service Order, Service Order Quotation, Service Confirmation, and Service Contracts.
• Marketing: Management of Lead, Campaign, External List, Creation of Marketing Plan, and Elements of Marketing Plan, Segmentation and Mail Communication, Campaign Execution and Analysis
• Migration/Middleware: Data replication & re-alignment, IDOCs, BDOCs & Batch Processing
• Testing: Expertise in SAP CRM Manual testing, Preparing Test cases, Test scenarios and executing them in Mercury quality center.
• CRM Support Tools: HP Quality, Remedy and Solution Manager.

TECHNICAL SKILLS:

SAP: SAP CRM 4.0, 5.0, 6.0 (CRM 2007) and 7.0, SAP SD

Systems: SAP R/3, SAP APO and SAP BW, HP Quality

OS: Windows 2000/XP, UNIX, MS DOS

Frontend: SAP GUI, PCUI & Web UI

Middleware: SAP CRM Middleware

Languages: HTML, XML, JAVA SCRIPT, C and COBOL

Office Apps: MS-Word, MS-Excel, MS-Outlook, MS-PowerPoint, and MS-Project

PROFESSIONAL EXPERIENCE:

Confidential, NC

Lead Consultant

Responsibilities:

• As a Lead Consultant in Confidential has been involved in owning proposal documents, giving inputs based on her SAP experience in solution design in areas of expertise, conducting solution or product demonstrations, creating POCs, identifying the scope, provide required time lines and estimations.
• Confidential setup the Confidential China SAP CRM CoE and has built a team from the ground up by recruiting, and mentoring the team members. She is responsible for setting goals and targets, reviewing outputs, giving performance feedback and ensuring deliverables are as per the required standards.

Confidential, Chicago

Project Manager

Responsibilities:

• She played multiple key roles in Confidential including people manager, project manager and SAP CRM Competency Practice Area Champion. The responsibilities include hiring, conducting, fast-track and knowledge sharing sessions on SAP CRM. Confidential has interviewed 100+ candidates and hired 40 employees for Confidential in the functional and technical areas of SAP CRM, SD and ABAP over 3 years.

Confidential

Module Manager/Functional Consultant

Responsibilities:

• Confidential was responsible for the SLA’s and resolving the Incidents. She travelled to Melbourne and Brisbane, Australia for knowledge transfer and transition. She created the client requirements document and SAP process flow. She used HP quality center for tracing the SLAs in this project.

Confidential, Chicago

Project Manager/Functional Consultant

Responsibilities:

• Confidential was a functional consultant and sub project manager in Rockwell Global Process Transformation CRM project with 12 technical and functional consultants responsible for object reviewing, estimating the time lines, functional configurations and testing. The project involved very complex pricing, WEB UI and ICWEB enhancements. This project involved SAP CRM upgrade from 5.0 to 7.0 versions. She was also responsible for Change management in terms of getting the approvals and acceptance of the transformation process.

Confidential, Chicago

Senior Functional Consultant

Responsibilities:

• She was a Functional Consultant in the Confidential SAP GPT CRM project where she helped the customer manage inbound and outbound interactions between the client’s customer service group and their customers. In this project her responsibilities included configuring Customer Interaction Center, design and configure action box transactions, transaction types, framework, text management and partner determination procedures, pricing procedures, pricing conditions.
• She was involved in complete life cycle project preparation, business blue print, realization and production support. She was also responsible for end-to-end testing and resolving defects during Integration Testing. She designed custom screens to create contacts in SAP R/3 and also helped design the assigning of contacts to sold-to-customers.

Confidential

Responsibilities:

• She was also responsible for interacting with other departments within Confidential to provide the right solution to the customer. She worked with broadcast messages for interaction center representatives, worked on scripting, planning and organizing work, coordinated with other work groups/ individuals/departments. She built customer relationships, conducted interaction center representative programs, monitored inbound queues, and routed incoming calls to appropriate representatives.