PROFESSIONAL SUMMARY:

• SAP CRM Functional consultant with experience of more than 10 years and 8 projects
• In - depth knowledge of SAP CRM Utility Business processes and Functional know-how.
• Experience as Project leader, team leader for various projects.
• Involved in 6 Implementation, one Rollout and one support project.
• Worked in various RFPs to propose solutions in CRM area.
• Good understanding of business process in SAP CRM.
• Good knowledge and experience with processes of Utility industries, FMCG, Transportation, public sector and Telecom.
• Worked on Functional/Technical challenges of live market in implementing-CRM/ISU/ECC.
• Adept in understanding the client requirements and proposing solution with exposure to industries- Utility, FMCG, Telecom, Transportation, Hospitality
• Has been involved with requirement gathering, Analysis and design of Business areas pertaining to CIC/CTI,CRM ISU Service, CRM ISU FICA integration, CRM Middleware, Case Management, order management.
• Worked extensively in regulated and deregulated utility markets.
• Good experience on integrating SFDC with SAP CRM using Web services.
• Worked extensively in CRM Web client UI Framework of CRM 2007 and CRM 7.0 including EHP1, EHP2, EHP3 versions.
• Good experience in SAP CRM Service module.

SKILLS PROFILE:

Operating System: Windows 8,Windows 7,Windows NT

Environment: SAP CRM(version 7.0 including EHP1,EHP2,EHP3),SAP ECC,SAP ISU

Database: Oracle, SQL Server

Internet Tools: HTML, Java

Languages: C, C++, Visual Basic,Java,SAP ABAP

Other: Functional

MANAGEMENT AND LEADERSHIP SKILLS:

• Highly motivated with the ability to work independently or as an integral part of a team and Committed to highest levels of professional and personal excellence.
• Possesses excellent analytical, problem-solving and learning skills as well as a keen interest in the emerging technologies.
• Good experience in leading teams for blue printing, detail design and delivery.

PROFESSIONAL EXPERIENCE:

Confidential, Bellevue, WA

SAP CRM Functional Lead Consultant

Responsibilities:

• Designed process of device management for exchange/return from SAP care side
• Designed and modified mixed cart flow for order management from SAP care side
• Designed various process as part data usage for MBC in telecom from SAP care side.
• Involved in defect fixing and providing functional input for resolutions.
• Designed and configured roles and tested the solution.

Confidential, Great Falls, MT

SAP CRM ISU Functional Lead Consultant

Responsibilities:

• Designed document management process using templates.
• Drove the client team for UAT.
• Provided training to business users for handling customer service.
• Simplified the customer service process using standard out of box solution.

Confidential, Ohio

SAP CRM ISU Functional Lead Consultant

Responsibilities:

• Lead blueprinting sessions with client and handled client queries to sign off CRM ISU solutions.
• Designed and configured contract management for CRM ISU integration.
• Designed Utility Product model and integrated pricing to the products in CRM.
• Designed and configured service request for issue resolution in CRM.
• Worked in MDT to integrate the contract management framework in CRM ISU integrated model.
• Defined and configured CRM ISU base customization.
• Proposed solutions for customer service areas(contact management, Business Partner, Interactions) of CRM.
• Designed, configured and integrated ISU Service Order Management in CRM.
• Designed and configured integration of CRM FICA process with ISU such as installment plan, promise to pay, posting miscellaneous charges.
• Prepared and executed test scripts for CRM ISU processes.
• Provided functional inputs to client to improve CRM ISU processes such as Move In, Move out, Transfer etc..
• Designed and configured role, authorizations and organization structure to handle ring fencing for multiple company codes.
• Drove client UAT process.
• Lead CRM team for cut over activities in run up to go live
• Supported hyper care phase after go live and Provided quick resolution for CRM issues during this phase.

Operating Systems: Windows 7, Windows NT

Hardware:

Software/Special Tools: SAP CRM 7.0 EHP3 and SAP ISU EHP6

Languages: SAP CRM UI and ABAP

Confidential

SAP CRM ISU Functional Lead Consultant

Responsibilities:

• Designed and configured contract management for CRM ISU integration.
• Designed and configured dual contract management process
• Designed Utility Product model and integrated pricing to the products in CRM.
• Worked in MDT to integrate the contract management framework in CRM ISU integrated model.
• Designed and executed ISU master data (such as technical master data, contracts) migration to CRM system.
• Defined CRM ISU base customization.
• Proposed solutions for customer service areas(contact management, Business Partner, Interactions) of CRM.
• Designed and configured integration of CRM FICA process with ISU such as installment plan, promise to pay.
• Prepared test scripts for CRM ISU processes.
• Provided functional inputs to client to improve CRM ISU processes such as Move In, Move out, Transfer etc..
• Provided technical as well as functional inputs to team for complex process mapping in CRM ISU integration.

Operating Systems: Windows 7, Windows NT

Hardware:

Software/Special Tools: SAP CRM 7.0 EHP3 and SAP ISU

Languages: SAP CRM UI and ABAP

Confidential

SAP CRM ISU Functional Lead Consultant

Responsibilities:

• Designed CRM ISU solutions for process such as supplier change, Loss, Gain.
• Part of Blue Printing team for designing quotation management, contract management, pricing in CRM.
• Designed CTI solution for integrating telephony with SAP CRM.
• Designed and Configured Middleware for integration of CRM with ISU.
• Designed web services for integration with SFDC.
• Designed the PoC(Proof of Concept) for client and led the team to deliver PoC .

Operating Systems: WINDOWS NT and WINDOWS 7

Hardware

Software / Special Tools: SAP CRM 7.0EHP2 and SAP ISU

Languages: SAP CRM UI and ABAP

Confidential

SAP CRM ISU Functional Lead Consultant

Responsibilities:

• Preparation of Process Design Document for SAP CRM Customer Interaction Centre and its integration with Genesys & SAP BRF+ for Inbound & outbound correspondences via Inbound Telephony, Email, White mail, fax.
• Designed and Configured BRF plus for routing strategy and for centralized rule to integrate with business processes.
• Designed and configured IDI for rule driven alerts to provide business opportunities in IC Webclient.
• Designed of Incoming Payment process, Refunds, Payment Reversal, Credit/ debit Memo
• Designed of Installment Plans, Promise to Pay, Collection Worklist
• Creation, Amending & Cancellation of Appointment process including new screen design and its integration with ISU & Click scheduler.
• Designed the Product proposal processes using business defined criteria to offer competitive products.
• Designed the Integration of enhanced product proposal process with ISU back end.
• Extensively worked in BOL,GENIL enhancements for product proposal process.
• Provided solution inputs in UI,BOL,GENIL enhancements.
• Designed Customer Service processes in CRM.
• Extensively worked in web UI configuration
• Preparation of Process Design Document for CRM processes.

Operating Systems: Windows NT and Windows 7

Hardware

Software / Special Tools: SAP CRM 7.0 EHP1 and SAP ISU

Languages: SAP CRM UI and SAP ISU

Confidential

SAP CRM ISU Functional Lead Consultant

Responsibilities:

• Provided CRM functional design solutions for customers, including full life-cycle implementation.
• Configured and implemented CRM functional modules, encompassing order management, account and contact management,
• Designed and configured case management in CRM.
• Designed and configured one order management for service requests and interaction records.
• Designed organization structure and worked in roles and authorizations.
• Worked in helping onsite team for prototyping during blue printing phase of the project.
• Providing technical as well as functional inputs for Functional specification and in Technical specifications.
• Designed and provided solutions to Complex design which require IC Web client expertise.
• Helped and guided team members for any issue related to CRM.
• Checking quality and performance of the CRM Web client related developments.
• Giving functional inputs for any new RFC coming to offshore.
• Identify and administer CRM best business practices per business standards for functional processes

Operating Systems: Windows NT and Windows 7

Hardware

Software / Special Tools: SAP CRM 7.0 EHP1

Languages: SAP CRM UI and ABAP

Confidential

SAP CRM ISU Functional Lead Consultant

Responsibilities:

• Designed and configured quotation management process.
• Responsible for designing order management, account and contact management process in CRM.
• Designed and integrated billing and FICA processes with CRM.
• Part of team for providing test plan for integration test.
• Responsible for testing end to end utility processes such as home move, meter to cash, COS loss,COS gain.
• Responsible for designing and implementing telephony integration/CTI with SAP CRM.
• Analyzed the technical cum functional issues coming during testing and providing resolution to these issues.
• Fixed critical and complex defects which are being raised in testing phase.
• Helped and guiding team members to resolve the functional defects.
• Checked quality and performance of the CRM Web client related developments.

Operating Systems: Windows NT and Windows 7

Hardware

Software / Special Tools: SAP CRM 7.0 and SAP ISU

Languages: SAP CRM UI and ABAP

Confidential

SAP CRM Functional Lead Consultant

Responsibilities:

• Responsible for SAP systems integration, application design, and product management for global commercial retail clients.
• Tasked with administering modules for customer service and support, and service opérations and management.
• Identified requirements for clients and designed appropriate business models and user interfaces (UI).
• Designed action profile configuration, Multilevel categorization and designing of Business Role
• Configured SAP CRM system per requirements, including testing, problem solving, and debugging.
• Wrote CRM functional specifications and CRM configuration as member of support team.
• Authored technical specifications and SAP technical design.
• Designed custom BSP applications in CRM web client.
• Monitored and resolved issues related to middleware replications to ECC.
• Resolved various kinds of design issues in CRM
• Coordinated with onsite teams to resolve issues related to CRM.

Operating Systems: Windows NT and Windows 7

Hardware:

Software / Special Tools: SAP CRM 2007

Languages: SAP CRM UI and ABAP

Confidential

SAP CRM Functional Consultant

Responsibilities:

• Worked as techno-functional consultant for designing and delivering IC web client specific processes.
• Designed and configured account management process.
• Designed telephony and email integration to SAP CRM.
• Worked extensively in IC Web client customizing and configurations.
• Configured and designed alerts (Alert management) for IC web client.
• Designed ERMS configuration for IC Web client.
• Enhanced BSP components to have desired functionality in web client.
• Worked extensively in WEB UI enhancements, UI Framework.
• Worked as technical reviewer of technical specifications and code reviewer for programs developed in the Team.
• Also took responsibility to resolve issues by coordinating with onsite team.

Operating Systems: Windows NT and Windows 7

Hardware:

Software / Special Tools: SAP CRM 2007

Languages: SAP CRM UI and ABAP