SUMMARY:

• SAP CRM Functional and business analyst and consultant with over 11 years of successful experience in IT consulting and business process analysis.
• Deep expertise in SAP CRM processes, customer service, and call centre processes. Strengths in SAP ISU, ECC and CRM backed by training in Computer Engineering.
• SAP CRM & IS - U solutions deployment
• SAP workflows
• CRM Service Orders
• SAP ECC and CRM master data replication
• CRM Marketing Scenarios
• CRM Sales Scenarios

PROFESSIONAL EXPERIENCE:

Confidential

SAP CRM CONSULTANT

Responsibilities:

• Led the PMO team for the CAD 1.7 million Meter Data Management project implementation.
• Ensured the project objectives of integrating Oracle’s system with SAP CRM and ISU billing systems.
• Conducted discovery workshops, trainings and tutorials using Cisco WebEx, Microsoft Teams and other online collaboration tools.
• Applied knowledge of SAP CRM, SAP ISU and ECC architectures for designing an optimal solution
• Conducted in-person and remote trainings for over 100 users including practical lab-based training.
• Developed executive presentations and reports to facilitate project evaluation and process improvement.
• Modified and directed project plans to meet organizational needs.
• Used SAP MM module for issuance of materials for ongoing project needs and tracking.
• Increased savings by fostering relationships with vendors to communicate on problem-areas.
• Created training content and materials for Smart Meters and SAP AMI training, through interdepartmental collaboration and forming cross-functional teams.
• Developed implementation methodologies to rein in project costs while meeting key milestones.
• Identified plans and resources required to meet project objectives by setting realistic timelines.
• Analysed the residential market penetration of Energy Efficiency programs within Massachusetts.
• Presented data analysis and made recommendations to management to improve targeting of energy efficiency measures.

Confidential

MANAGER SAP CRM FUNCTIONAL

Responsibilities:

• Reviewed performance data of a 5-member team to monitor and measure productivity, goal progress and activity levels.
• Carried out business process mapping and process re-engineering to streamline critical billing processes.
• Configured SAP CRM 7.0 Web client for Customer Service, including Service Request Management, and over 30 Workflows.
• Created Functional Specifications for Smart Forms and custom ABAP reports.
• Configured CRM Transactions such as Service Requests, Sales Orders, Interaction Records, Memos, as well as all related Action Profiles, Text Determination, Partner Determination, Status Profiles, Organization Determinations, SLA Determinations, etc.
• Handled Change Requests during support phase of SAP ISU billing, including print workbench and billing changes as needed.
• Setup and ensured proper replication of business master data, technical master data and material master data from SAP ECC to SAP CRM.
• Configured SD customer and billing integration with ISU and CRM business partner.
• Integrated different modules of SAP R/3 including SD, PM, PS and HCM with SAP CRM and IS-U
• Planned and executed unit and integration testing, as well as user support and training
• Identification and selection of best suited alternatives for existing process and thereby helping users in improving efficiency.
• Negotiated project timelines and deliverables with vendors and stakeholders from different departments.
• Developed and implemented productivity initiatives, in addition to coordinating itinerary and scheduling appointments.
• Supported real time operational systems, provided leadership and guidance on resolving complex technical issues.
• Owned operational processes and ensured support is provided to meet service level standards.
• Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.

Confidential

SAP CRM FUNCTIONAL CONSULTANT

Responsibilities:

• Led the 3 members team of SAP CRM and IS-U for SAP implementations in two major utilities.
• Facilitated requirement gathering workshops with users from multiple departments.
• Participated in end to end implementation planning including project management, issue management and change management.
• Provided complex functional end to end solutions (Business Blueprints) for SAP As-Is and To-be for use by the functional team.
• Broke down and evaluated user problems, using test scripts, personal expertise and interviews.
• Documented all transactions and support interactions in system for future reference and addition to knowledge base.
• Worked with software development team on customizations and assisted in testing and deployment of developments.
• Configuration of Service Contracts and Service Requests as per client requirements.
• Creation of Sales Orders and Products Proposals as per client’s business requirements.
• Implemented Call Centre processes and Front Office Service processes using SAP CRM 7.0 Ehp 3
• Supervised the cleansing, preparation and uploading through EMIGALL tool for SAP Master Data of over 1 million customers.
• Configured SAP CRM 7.0 Web client for Customer Service in a Utilities specific scenario, including Caller Telephony Integration, Service Request Management, over 30 Workflows and Checklists.
• Created Functional Specifications for Smart Forms, custom ABAP reports and BI/BW reports.
• Configured SAP ISU Business Partner, Contracts and all related migration templates.
• Configured CRM Transactions such as Service Requests, Interaction Records, Memos, as well as all related Action Profiles, Text Determination, Partner Determination, Organization Determinations, SLA Determinations, etc.
• Configured and assigned Business Roles, Authorization Profiles and User Specific Parameters
• Created complex workflows involving up to 7 departments using standard checklist based workflows within SAP CRM and Business Rule Framework BRF+ to achieve business objectives.
• Ensured the configuration for Action profiles, Smart Forms, were aligned according to best practices.
• Setup and ensured proper replication of business master data, technical master data and material master data from SAP ECC to SAP CRM.
• Configured CRM according to SAP Best Practices for smoother processing and quick deployment, while exceeding the client’s baseline requirements.
• Broke down and evaluated user problems, using test scripts, personal expertise and interviews.
• Worked with developers on customizations and assisted in testing and deployment of developments.
• Uploaded the Customer Master Data during migration from legacy to SAP.
• Performed business analysis of client’s requirements and processes through document analysis, interviews, workshops, and workflow analysis.
• Provided complex functional end to end solutions (Business Blueprints) for SAP As-Is and To-be for use by the functional team.
• Broke down and evaluated user problems, using test scripts, personal expertise and interviews.
• Documented all transactions and support interactions in system for future reference and addition to knowledge base.
• Implemented Call Centre processes and Front Office Service processes using SAP CRM 7.0. Ehp 3
• Setup and ensured proper replication of business master data, technical master data and material master data from SAP ECC to SAP CRM.
• Configuration of Service Contracts and Service Requests as per client requirements.
• Creation of Sales Orders and Products Proposals as per client’s business requirements.
• Supervised SAP Master Data cleansing, preparation and uploading through EMIGALL tool.
• Prepared and presented Business Blueprints for SAP As-Is and To-be processes to both SAP MENA experts and clients to ensure quality documentation.
• Broke down and evaluated user problems, using test scripts, personal expertise and interviews.
• Documented all transactions and support interactions in system for future reference and addition to knowledge base.
• Worked with ABAP team to create Technical Specifications and capture requirements for SAP customizations and their testing and deployment.
• Conducted multiple levels of testing including functional, user acceptance, integration, and performance to verify the client’s needs were met.
• Communicated client’s business requirements by constructing data and process models.
• Explained technical information in clear terms to non-technical individuals.
• Configured SAP CRM 7 Ehp 3 Web client for Customer Service in a Utilities specific scenario, including Caller Telephony Integration, Service Request Management, Workflows and Checklists.
• Configured and assigned Business Roles, Authorization Profiles and User Specific Parameters
• Created Functional Specifications for Smart Forms, custom ABAP reports and BI/BW reports.
• Configured SAP ISU Business Partner, Contracts and all related migration templates.

Confidential

ASSISTANT MANAGER SAP

Responsibilities:

• Helped to implement SAP CRM for processes for Call Centre.
• Configured all SAP CRM processes for Front Office Services using SAP CRM 7.0.
• Setup and ensured proper replication of business master data, technical master data and material master data from SAP ECC to SAP CRM.
• Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.
• Performed systems analysis to find gaps and opportunities for optimization
• Translated stakeholder requirements into over 10 different tangible deliverables such as functional specifications, use cases, user stories, workflow/process diagrams, data flow/data model diagrams.
• Performed Gap analysis processes to holistically examine business flow and identify improvement opportunities.
• Collaborated closely with upper management to drive strategy through development and implementation of new processes.
• Developed flowcharts and process flow diagrams in MS Visio to describe and lay out logical operational steps.
• Delivered in-depth SAP training, imparting knowledge of best practices for protecting data and minimizing errors to over 400 users.
• Reviewed billing and CIS systems such as SAP R/3, SAP CRM and organized training plans to address areas in need of improvement.
• Documented all transactions and support interactions in system for future reference and addition to knowledge base.