SAP CRM Analyst Resume

Profile

Experienced professional with hands on skills in SAP CRM Interaction Center, Sales, Service Marketing and IS-U. Configuration of SAP CRM, front end processes, specifically contact center environment.
SAP development, testing and implementation skills.
Expertise in assisting business users and end users with delivery & training
Worked with business requirement discussions for typical CRM scenarios in Customer Service.
Customizing SAP functionality to satisfy business requirements and business process design
Able to translate business objectives into clear functional and technical requirements in order to maximize the Interaction Center.
Extensive knowledge of Utility Industry, including Sales and Marketing. Experience in gathering system requirements, designing and prototyping, testing and implementing solution.
Experience with training end users with SAP CRM
Experience in all phases of project utilizing ASAP methodology, Project Preparation, Blueprinting, Realization configuration and testing, Final Preparation and Go-Live and Support
Knowledge of Quality Management for testing enhancements.
A team player who can work with colleagues, excellent communication skills. Excellent analytical, problem solving, as well as written and verbal communication skills. Proficient with various technologies/business processes.

Specialties

Four years’ experience with SAP CRM 2007 (ECC 6.0)
SAPCRM-ECC middleware integration
IS- Utilities & ERP (SAP R/3)
Integration testing, go-live and post-go-live support
Front Office Processes utility BOR (i.e. Business Object Repository) attributes and methods
Experience integrating CTI (Avaya & Genesys) into SAP (ERP/CRM) to support screen pop within the IC
Experience with personalization if CRM Web Client
Enhancing & Customizing of Navigation Bar, Header & Work Area of UI
Transaction Launcher, BSP Component Workbench, UI Configuration Tool (EEWB)
Extensive experience in the Utility sector with regulated and unregulated markets.
Extensive knowledge in Implementing and personalizing CRM Dynamics.
Knowledge of business process modeling, specifically front end Contact Center.

Experience/Project Work

Confidential,Alberta, CA
SAP CRM 2007, ECC 6.0, Realization through Go Live and Support
SAP CRM Analyst June 2008 - Current

Currently responsible for SAP CRM IC WEB, involving in business requirement discussions. In addition, responsible for system analysis for future end user needs.
Responsible for providing business case for specific enhancements, currently supporting contact centre in efforts to maximize IC WEB. As well as supporting recommendations for enhancements, and quality testing.
In charge of all business impacted enhancements, responsible for delivering business cases affecting CRM WEB UI.
Responsible for all end user trainer documentation and onsite training.
Involved in all CRM and Customer Service processes; CRM contract management, CRM middleware integration, CRM conversion initial-load, functional analysis and blueprint workshops, configuration, master data mapping, CRM CIC (Customer Interaction Center) configuration, enhancements, and development.
Enhancements with CRM Sales & Service. Knowledge of ASAP methodology
Responsible for end user training with SAP CRM
Achieved on time unit testing, business requirements that achieved overall efficiency within the Contact Center. Increased average call times and amount of calls per IC Agent.

Confidential,
Created and implemented annual development plan and strategy
Business Development Manager March 2007 – June 2008

Developed IT strategies for small & large business accounts. Responsible for account strategies that increased profits and help in cultivating the long-term relationships with proper clients. Involved in expanding business territory with North America
Expanded vendor discount programs through creative financing to entice new business and increase overall vendor sales. Extended vendor relationships to include CRM software as well is IT contracting to small businesses, increased customer base by 40%.
Responsible for online product developments, including marketing and sales strategies for clients. Responsible for CRM development and configuration for large accounts.

Confidential,
Business Development/ Sales Lead Jan 2006 – February 2007

Accountable for each phase of the online marketing & sponsorship approach to make leads from the website traffic.
Improved sales by a 100 percent. Experience in MS Office, Photoshop, Dream Weaver, Paint Shop Pro, MySQL, Conversion Rule.
Wrote official marketing proposals and cost plan for a product line that improved sales by a 150 percent since implementation

Education & Certification
Major Finance (In Progress)
CeMa certification