SUMMARY:

• SAP CRM since 2001 & SAP ECC since 1997
• 16 years management experience in Sales, Marketing, Customer Service in a Multinational Company ( )
• 20 SAP CRM & 7 ECC Projects. 14 Full Life Cycle Projects.
• SAP CRM Sales, CRM Service, CRM Marketing, CRM E - commerce, Customer Interaction Center (CIC), CRM Analytics. Cloud for Customer (C4C), Sales and Distribution (SD) module
• Enterprise Portal (EP), Business Intelligence (BI) and Business Object.
• Project Management, Scoping, Business requirement gathering Solution design, Business Blueprinting, Design workshops, Configurations, Testing,, Global rollouts, Mentoring for Best business practices, Spot Consulting, Remote Consulting and Managing Offshore development and support.
• Techno Functional specs for CRM & SAP ECC Enhancements Integration of SAP CRM, ECC, BI, BOBJ, SEM, EP & other software. Co-ordination for Off-Shore Technical development
• Exposure to best consulting practices at Accenture, Cap Gemini, IBM, Deolite consulting and Fujitsu Consulting.
• Hi-Tech, Electronics, Chemical, Utility, Engineering, Metal, Pharmaceuticals, Health Care, Consumer Products, Retail, Cement, Media, Automobile, Paper, Marketing and Service
• Retained by Consulting companies for short assignments in CRM Strategy, Implementation roadmap, Spot consulting, Pre-Sales,, Demos, Design & Scoping workshops

TECHNICAL SKILLS:

CRM: CRM Sales, Marketing, Service, Web Channel Management, Customer Interaction Centre, (CIC), CRM Middleware, CRM Web UI enhancement, CRM Analytics, Interactive Reporting.Sales & Service Order management, Contract Management, Incident & Problem Management, Case management. Knowledge base management, Warranty & Complaint Management, Campaign management, Leads & Opportunity management, Territory Management, Loyalty Management, Market Segmentation, External List Management, ERMS, Billing, Business Partner, Products, Product Catalog, Pricing, Installed Base, ATP, Web Shops.SAP Cloud for Customer (C4C), SAP Fiori UX, SAP Personas

SD Module: Order to Cash processes, Sales Order Management, Sales Contracts, Pricing, Taxes, ATP, Logistic execution, Billing, Credit Card payment, Credit Management,SAP R/3 edition Internet Sales.

Integration: Integration of CRM, BI, BOBJ, SEM, EP, ECC, FICA, APO and Third party software

PROFESSIONAL EXPERIENCE:

Confidential, Philadelphia

SAP CRM Senior Functional consultant and Project Manager

Responsibilities:

• Implementing a unique Confidential t treatment tracking solution for a mid-sized health care company using SAP CRM and ECC.
• Solution designed covering SAP Account management, Lead Management, Opportunity Management, Service contracts and integration with ECC logistics and billing.
• Responsibilities include solution design, Configurations, Functional specifications for ABAP development.

Confidential

SAP CRM Solutions Architect and Senior Functional consultant

Responsibilities:

• Designed and implemented SAP CRM Marketing solution using Campaign Management, Marketing Segmentation, and Data sources using CRM Marketing attributes, CRM and ECC Infosets and Business Warehouse (BW) queries.
• Solution design, Configurations, Functional specifications for ABAP development, Testing, and overall Project Management.
• Web UI configurations and enhancements, User Authorization, Business Roles, Navigation Profiles, Work Centers.

Confidential

SAP CRM Solutions Architect and Project Manager

Responsibilities:

• Implementing full life cycle SAP CRM project covering Customer Interaction Center, Account Management, External List management, ERMS, Activity, Leads & Opportunity Management, Customer interaction tracking, Fact sheet, Sales Order Management, Call list management, Territory Management, Marketing segmentation, Campaign Management, Service Contracts, Service Orders, Service Requests, Warranty Management, Billing, Complaints and Returns Management.
• Responsible for Project Management, Business requirements gathering, Scoping, Solution design, CRM and SD module Configurations, Middleware configuration for integration with ECC, Functional Specifications for enhancements and Testing
• Enhancement of Web UI, addition of custom fields using AET, User Authorization, Business Roles, Navigation Profiles, Work Centers for Web UI, setting up Transaction Launcher.
• Activated SAP CRM Fiori based Apps to enable Sales and Marketing users to access Transactions and Reports on hand held devices.

Confidential, Chicago

SAP C4C Project Manager and Functional Consultant

Responsibilities:

• Implemented full life cycle SAP CRM Cloud for Customer (C4C) project covering Account & Contacts Management, Activity, Leads & Opportunity Management, Campaign Management.
• Solution profile included Cloud for Sales and Cloud for Marketing and Integration of C4C with SAP CRM On-Premises solution using SAP PI
• Responsible for Project Management, Business requirements gathering, Scoping, Solution design, Configurations, Functional Specifications, and Testing
• Scoped and configured end to end business processes in C4C - Customer Master, Activities, Leads & Opportunities Management and integrated with SAP CRM On-Premises solution.

Confidential

SAP CRM Subject Matter Expert

Responsibilities:

• Spot consulting assignment to enhance functionalities for Account & Contact Management, Customer Interactions, and CRM Interactive Reporting, ERMS, Customer Interaction Center Web UI screen configurations.
• Solution design, Configurations, Functional specifications for ABAP development, Testing, and overall Project Management.

Confidential

SAP CRM Team Lead

Responsibilities:

• Full life cycle implementation for Account & Contact Management, Opportunity Management, Activity Management, Billing, Dispute management, Contract Management, ERMS, Case Management, Incident and Problem Management. Integration with ECC FICA.
• Lead Workshops for Business Requirements, Solution design and Business Blueprinting.
• Configurations for Customer Interaction Center, Opportunity, Activity, Customer Account Management, Fact Sheet, Business Partners, Organization Structure, Partner Processing, Action Management
• Configuring Middleware for integration of ECC FICA with CRM. Replication of Customizing objects, Business Partners, Business Agreements, Contract Accounts, Contracts and Dispute Cases
• IC Web UI configurations and enhancements, User Authorization, Business Roles, Navigation Profiles, Work Centers, and Transaction Launcher, Interactive Reporting.
• Lead Master Data Cleansing and Archiving sub project to improve data integrity.

Confidential, Detroit

SAP CRM Project Manager and Functional Consultant

Responsibilities:

• Defining SAP CRM implementation scope and global rollout strategy and to stakeholders and core team on SAP CRM functionalities
• Full life cycle implementation for Account & Contact Management, Lead Management, Opportunity Management, Order Management, Contract Management, Territory Management, ELM and Campaign Management, Complaint and Returns Management.
• Configurations for Leads, Opportunity, Activity, Complaint and Returns, Customer Account Management, Order management, Pricing, Fact Sheet, Campaign Management, Business Partners, Products, Organization Structure, Partner Processing, User Status Management, Action Management. Integration with ECC SD module.
• Interactive Reporting and Pipeline Performance Management
• IC Web UI enhancements, User Authorization, Business Roles, Navigation Profiles, Work Centers, and Transaction Launcher.

Confidential, Atlanta

SAP CRM Project Manager and Subject Matter Expert

Responsibilities:

• Full life cycle implementation for CRM Service Request Management covering; Incidents, Problems, Case Management and Knowledge Base Management.
• Gathering Business Requirements, Conducting design workshops and Solution design.
• Configurations for CRM covering Tasks, Incidents, Problems, Knowledge Articles, Case management, Record Model, Business Partners, Organization Structure, Multilevel Categorization, SLA, Partner determination, User Status Management, Activity & Action Management, Date Management. Agent Inbox, Inbox Search, Broadcast messaging.
• Enhancement of Web UI, addition of custom fields using AET, User Authorization, Business Roles, Navigation Profiles, Work Centers for Web UI, setting up Transaction Launcher.
• Integration of SAP CRM with SAP Business Objects for display of BOBJ based Web reports on CRM Web UI. Integration of CRM with FileNet application for archival of documents.
• Functional specs for ABAP Function modules/BAdI and Web UI enhancements
• SAP Solution Manager and Change Request Management (ChaRM)

Confidential, Fairlawn

SAP CRM Project Manager and Subject Matter Expert

Responsibilities:

• Full life cycle implementation for Lead Management, Opportunity Management, Campaign Management, Activity Management, Order Management, Billing, and B2B E-commerce
• Gathering Business Requirements, Conducting design workshops and Solution design.
• Configurations for CRM and SD modules covering Transaction management, Business Partners, Products, Organization Structure, Partner processing, Pricing, User Status Management, Catalog Management.
• Middleware setup for integration with ECC. Replication of Customizing and Master data.
• Enhancement of Web UI, addition of custom fields using AET, User Authorization, Business Roles and Navigation Profiles for Web UI, setting up Transaction Launcher.
• Functional specs for CRM BAdIs, Custom reports and Web UI enhancements

Confidential

SAP CRM Subject Matter Expert

Responsibilities:

• Designing a Custom E-commerce customer self-service solution based on SAP CRM 7.0 and ECC 6.0 IS- U, industry vertical for Utility Industry
• Solution designed to provide self service capabilities for Utilities business processes covering Customer Account/Profile update, Move in/Move out, Update meter reading, Update payment plan, Billing plan, Payments, Consumption, Demand management, Consumption based billing, Invoicing and Account display, Dunning, Regulated and deregulated markets
• Designing Interfaces for integration with Informatica Middleware, Share Point Content Management tool.
• Gathering Business Requirements, Conducting design workshops and Documentation of Functional Specifications (RICEF)

Confidential, Golden Valley

Project Manager and Senior Functional Consultant

Responsibilities:

• Managed Full life cycle implementation for SAP CRM B2B Internet Sales Application
• Global roll-outs for multiple countries (USA, Canada & Europe), Currencies and Languages.
• Business Blueprinting, Design workshops and Solution design
• Functional specs, Configurations and Testing for enhancements to CRM Enterprise and Internet Sales application using Functional modules, BAdIs, Easy Enhancement workbench (EEW), Middleware enhancements and JSP/JAVA developments.
• Configured CRM Web shops, XCM, Campaign Management, Campaign based Pricing, Market Segmentation, Cross Sell, Up Sell, Top N Products, Product Catalog, and ATP, Service Contracts, Service Orders and Complaint management.
• Worked on SAP Solution Manager and Change Request Management (ChaRM)
• Managed Offshore development and Post Go-live support team based out of India.

Confidential, Seattle

Project Manager and Solutions Architect

Responsibilities:

• Planning and Impact analysis of Upgrade to CRM 7.0 from CRM 5.0.
• Overall solution design and gap analysis for CRM Enterprise Sales, B2C and B2B Internet Sales application (ISA), Marketing, and CRM Analytics using CRM 7.0.
• Implementation for multiple countries (USA, Canada & China), Currencies and Languages.
• Business Requirement gathering, Solution design, Functional specs, Configurations and Testing for enhancements to CRM Enterprise and Internet Sales application using Functional modules, BAdIs, Easy Enhancement workbench (EEW), Middleware enhancements and JSP/JAVA developments.
• Complex enhancements to IPC Pricing, IPC User exits, ISA Content management, Web UI enhancement.
• User Authorization, Business Roles and Navigation Profiles for new Web based Client.

Confidential, Durham

Project Manager and CRM Subject Matter Expert

Responsibilities:

• Full life cycle implementation for SAP CRM Sales, Service, B2B Internet Sales application (ISA), B2B Internet Customer Self Service (ICSS)
• Integration of ISA & ICSS through Enterprise Portal using Single Sign-on.
• Configuration of Service Contracts, Service Order Management, Service Confirmation, Warranty Management, Complaints, ISA, ICSS, Enterprise Portal, FAQ.
• Functional specifications for ABAP, JAVA/JSP enhancements to CRM, ISA, ICSS and Enterprise Portal.
• Established & managed Offshore development centre in India for ABAP/JAVA developments.

Confidential, Seattle

CRM Project Manager and Solutions Architect

Responsibilities:

• Full life cycle implementation for CRM Enterprise Sales, B2C and B2B Internet Sales application, Marketing, and CRM Analytics.
• Roll-outs for multiple countries (USA, Canada & China), Currencies and Languages.
• Configured CRM Middleware, Campaign Management, Campaign based Pricing, Market Segmentation, Territory Management, Cross Sell, Up Sell, Top N Products, Product Catalog staging and enhancements, Personalized Emails, Customer Product reviews and ratings using Surveys, ATP, Billing, Credit Card payments.
• Solution design, Functional specs, Configurations and Testing for enhancements to CRM Enterprise and Internet Sales application using Functional modules, BAdIs, Easy Enhancement workbench (EEW), Middleware enhancements and JSP/JAVA developments.

Confidential

CRM Team Lead

Responsibilities:

• Planning and Impact analysis of Upgrade to CRM 5.0 from CRM 3.0.
• IMG configurations for upgrade to CRM 5.0 for Sales, B2B Internet Sales applications (ISA).
• Functional specifications for modifications to custom enhancements covering BAdIs, Function modules, Reports, IPC user Exists, ISA front end JSP/JAVA developments.

Confidential, York

Project Manager and Senior Functional Consultant

Responsibilities:

• Managed Full Life cycle CRM Project with a parallel R/3 implementation using ASAP methodology.
• Overall solution design for B2B Internet Sales application, CRM Marketing and CRM Enterprise Sales for Contracts, Quotation and Sales Order processing including EDI interface.
• Finalization of Scoping, Business Blueprint, Validation of Configurations and Technical specs.
• Definition of Global Standards & Templates including Global roll-out in USA, Canada and Europe.
• CRM Design involving Campaign Management, Territory Management, Partner Product Range, Market Segmentation, Branding, Cross Selling, Top N Products, Alternate Products.
• Set up Middleware between CRM and R/3 and ensured smooth replication.
• Enhancements to CRM & B2B application using Functional modules, BAdIs, Easy Enhancement workbench (EEW), Middleware enhancements and JSP/JAVA developments.
• Established and managed Offshore development and Post Go Live Support Center in India.

Confidential, New Jersey

CRM Team Lead

Responsibilities:

• Full life cycle CRM Marketing and CIC implementation
• Configuration of SAP CRM covering entire Sales Order management process
• Organization Structure, Partner Management, Campaign Management
• Configurations for CIC to manage Inbound & Outbound Telesales and Marketing activities
• IPC Sales Pricing Engine set up & Pricing objects/Data transfer from SAP R/3 to CRM /IPC
• IPC configuration of Condition type, Condition tables, Access sequence, Pricing procedures
• Setting up Middleware between R/3 and CRM system

Confidential

CRM Project Manager and Senior Functional Consultant

Responsibilities:

• Full Life Cycle implementation and Solution design for Opportunity Management, Opportunity Planning & Opportunity Pipeline Analysis.
• Configurations for CRM covering Middleware set up, Opportunity Management, Business Partners, Products, Organization Structure, Partner processing, User Status Management, Activity & Action Management (PPF), Easy enhancement Workbench, Date Management.
• Development of Opportunity Planning Profile using SAP Strategic Enterprise Management (SEM) and integration with SAP CRM.
• Integration with Business Warehouse (BI content 3.5.2) for CRM Opportunity Management Analytics - Standard and Custom Analysis/Reports using Custom ODS/Cubes
• Enhancement & Modification of People Centric User Interface (PC UI) using Business Package for CRM 4.0 (60.2) and Configuration of iVews and Roles.
• Enterprise Portal design and Integration with CRM, BW & R/3.
• Technical specs for CRM, SEM & BW Business Add Ins (BAdI)

Confidential, Marshall

CRM Team Lead

Responsibilities:

• Overall Solution design for entire Marketing and Sales Processes using Enterprise Portal, SAP CRM and R/3 and BW
• Configurations for CRM Sales - Business Partners, Customer Hierarchy Management, Products, Pricing, IPC, Organization Structure, Partner processing, Opportunity management, Quotation, Contracts, Sales Orders, Territory Management, User Status Management, Activity & Action Management (PPF), Alert Management.
• Configurations for CRM Marketing - Campaign Management, Lead management and External List Management
• Set up Middleware between CRM & R/3. Replication of Customizing objects, Master data and Transaction between CRM & R/3

Confidential, Boston

CRM Team Lead

Responsibilities:

• Implemented full life cycle SAP CRM Internet Sales B2C & B2B Solutions

Confidential

CRM Solutions Architect

Responsibilities:

• Conducted Business Blueprinting workshop and designed CRM B2B Internet Sales solution.

Confidential

CRM Team Lead

Responsibilities:

• Designed solution for Enterprise Portal based Sales Contract creation & monitoring application and real time integration with CRM & R/3 systems

Confidential

CRM Team Lead

Responsibilities:

• Implemented a full life cycle SAP CRM Internet Sales solution for B2C scenario

Confidential

Senior CRM Functional Consultant

Responsibilities:

• Implemented a full life cycle SAP CRM CIC project to manage Telesales & Marketing activities

Confidential

Solutions Architect

Responsibilities:

• Implemented a customized SAP Internet B2B Sales solution for Product catalogue, Order placement, Order tracking, Quality s, Invoices & Account Information.

Confidential

SD Team Lead

Responsibilities:

• Managed SAP Internet Sales project to develop a web order capturing system.

Confidential

SAP Integration Consultant

Responsibilities:

• Integrated SAP 4.0 with i2 APO (Advanced Planning and Optimization).

Confidential

SD Team Lead

Responsibilities:

• Implemented SAP Sales information system (SIS) for decision support

Confidential

SD Consultant

Responsibilities:

• Implemented SAP SD module in an Electronics equipment distribution company.

Confidential

SD Consultant

Responsibilities:

• Implemented SAP SD Module in an Aluminum Sheet/Foil rolling mill.