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.

Projects / 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: SAP CRM 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

Training Courses: Education