Sr. SAP CRM Functional Consultant Resume

Summary

Jack is a SAP CRM resource with experience in Marketing, Service, Interaction Center and Sales. He is trained in all the sub-modules of SAP CRM 2007 (Marketing, Sales, Service, Customer Interaction Center (CIC), E-Commerce and Channel Marketing MDF) and has worked within Utilities, Public Sector, High-Tech, Consumer Products and Software services.

Professional Experience

May 2009 Current

Project: Confidential,UK
Role: Sr. SAP CRM Functional Consultant
Responsibilities:

A front office solution design for the global utility in UK using SAP CRM CIC (Interaction Center)
Scoping of SAP CRM CIC (Interaction Center) functionality based on business requirements, end to end process workshops and mapping SAP CRM functionality to business requirements
Developed master data design blue print in conjunction with the process oriented functional specifications
Performed legacy system data analysis to understand and document customer data. Mapped legacy system data to SAP CRM
Identified and documented RICEFW specifications, data maintenance processes and design scope requirements for next phases.

Nov 2008 May 2009

Project: Confidential, US
Role: Sr. SAP CRM Functional Consultant
Responsibilities:

An initiative to replace customer legacy systems with SAP CRM
Identified necessary data elements in CRM, represented the interaction between them and developed the customer data model
Developed SAP CRM business processes based on business requirements, mapped data elements to CRM processes and business requirements
Worked on developing functional scenarios, process documents and finally the blue print
Conducted a scope feasibility study on SmartGrid capabilities using SAP CRM CIC (Customer Interaction Center)
Scenarios involved were Service & Sales Contracts (Contract Management), Complaints Management, Returns & repairs, Service Orders, Campaign Management, SFA and Billing
Worked in conjunction with the reporting team in identifying the adhoc reports available out of the box and their structure/creation

Aug 2007 Oct 2008

Project: Confidential,Florida, US
Role: SAP CRM Functional Consultant
Responsibilities:

An implementation of SAP CRM 2007 business suite
Worked on two functional pieces Establishment and Compliance that map to SAP CRM Service Contracts (Contract Management), CIC WebClient (Customer Interaction Center), Complaints, Service Confirmations and Billing
Was involved in pre-blueprint and blueprint phases of the project during which all the As-Is business processes were drawn
Mapped As-Is business requirements and processes to SAP CRM To-Be process flows
Captured RICEFW entries and developed functional specifications for the same based on project scope and phase
Configured the same scenarios in a development environment

Jan 2007 Jul 2007

Project: Confidential,Texas, US
Role: SAP CRM Consultant
Responsibilities:

An end to end implementation of SAP CRM Marketing and Outbound Telesales using CIC WebClient
Involved in the planning, design,, configuration and support of Master data (Business products and product related configuration), Organization and territory models, Campaigns, Target Groups, External Lists, Digital Assets, Roles and Authorizations
Worked on Customer Interaction Center (CIC) related functionality like Activity Clipboard, Broadcast Messaging, Interaction record and follow-ups, Business transaction profile, Agent inbox and Transaction launcher
Configured sales related functionality including Opportunity Management, Activity Management, Lead Management, Sales Orders/Quotations and Contracts (Contract Management) and CTI integration with TelNav
Worked with the BI team in identifying the necessary reports and their creation/modification

Jun 06 Dec 06

Project: Confidential,Santa Clara, US
Role: SAPCRM Consultant
Responsibilities:

An end-to-end SAP CRM Marketing implementation
Worked on the planning, design and implementation of SAP CRM Marketing scenarios like Campaign Management, E-forms, Segment Builder, Budgeting and Planning using SEM/BPS and BW reporting
Interacted with business users to capture requirements and to translate them in to project deliverables
Trained end users

May 03 May 04

Confidential,Hyderabad, India
Role: Business Analyst (Intern)
Responsibilities:

Worked as an intern on a web based implementation for a sales and distribution system called Aspire.
Interacted with business users to collect requirements, completed use case diagrams and use-case descriptions for the same and came up with integrated process flows
Wrote functional specification documents, testing documents and helped in developing user training specifications

Special Knowledge

Consultancy Skills:

SAP:

CRM 7.0/ 6.0 ( 2007)/5.2/ 5.0/ 4.0/ 3.1
ERPs: ERP 6.0, 5.0 SAP R/3 4.x/ 3.x and mySAP BI
Applications: SAP GUI 620, 640, PCUI and EP 7.0, MS-Office, Visio and Project

Education

Masters in Information Systems (MSIS)

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