SUMMARY:

• A Management Graduate with Salesforce CRM, SAP CRM, Hybris & QA with 9+ years of CRM Testing & Functional experience.
• Presently associated with Cognizant Technology Solutions - USA (Spruce Infotech Inc) as a SFDC, Hybris & CRM Functional Consultant as well as Testing Consultant. Resourceful at maintaining business relationship with clients and customers to understand their process oriented needs and by resolving their operations related critical issues.
• Track of achievements during the tenure, successful in developing and implementing various systems for enhancing the operations and process automation for business-critical activities and CRM implementation. Exceptional skills in communication, presentation with demonstrated abilities in leading large and small teams for achieving long-term and short-term objectives.

AREAS OF EXPERTISE:

• Salesforce CRM (SFDC)&Lighting: CRM E2ETesting, Creation of Users, Profiles, Roles, Creation of Apps, Creation of custom Objects, Designing Custom Fields, Task and Events, Apps, Email Notification and Template, Permission Sets, Assigning Validation Rules and Field Level Dependencies, Page layouts.
• SAP CRM: Organizational data setup, Territory Management, Business partners, Products, Partner Processing, Transaction types, Item categories, Copying control, Marketing, Sales & Service.
• Testing: SFDC CRM - Testing; SAP CRM - Testing, Hybris - Testing, Mobile Testing, Web Application Testing.
• Test Management: Test Planning, Testing Process and test methodology, Leading the team and coordinating with key stake holders of the project.
• Hybris: Architecture of Hybris, Product Content Management, Hybris Management Console, Channels, Products, Creation of New Family, Workflows, Order Management, Product Catalogs etc.,
• My SAP CRM E-commerce, Hybris, Base customization, Marketing, Sales, Service.
• Knowledge in IVR & CTI- Testing
• Knowledge in Cyara Automation Testing Tool.
• Excelled in working with various salesforce.com standard objects like Accounts, Contacts, Opportunities, Products, Cases, Leads, & Campaigns.
• Good understanding of Business Process.
• Have the experience to work with multinational clients - US, UK, Malaysia & KSA
• Extensive experience in SAP CRM, Worked on Base customization, E-commerce, Marketing, Sales, Service, Channel Management, Loyalty Management and CRM/ISU Testing.
• Proficient in software development life cycle including test strategy preparation, test plan development, test case creation, test execution and bug tracking.
• Thorough Understanding of Software Testing Life Cycle (STLC), involved in various phases like Requirements, Analysis/Design, Development and Testing.
• Worked on Sales Cloud, Service Cloud, ServiceMax, SFDC for Outlook.
• Experienced in different types of testing, for example black box testing, white box testing, functional, GUI testing, and system, regression, integration, UAT.
• Responsible for reporting daily status and progress of testing to the project team.
• Created detailed QA documentation including QA reports, actively participated in SQA and project status meetings.
• Experienced in preparation of Test Plan, Test Case Development and Test Execution based on Business Requirements and Technical Specifications.
• Strong problem solving and analytical skills, with profound ability to prioritize and multi task goals in order to meet the time requirements.

TECHNICAL SKILLS:

CRM Technologies: Salesforce CRM, SAP CRM & Hybris-Ecommerce, ServiceMax

Testing Techniques: Functional Testing, Regression Testing, Integration Testing, BCT, Smoke Testing & Role Based Testing

Test Management Tools: ALM QC and Quality Center, Solution Manager, JIRA & Cyara (IVR & CTI Testing Tool)

Data Management/ETL Tool: SQL server 2005

Bug Tracking Tools: ALM QC, Quality center 9.2 and 10.0,11

Operating system: Windows 7,8, XP, Vista & UNIX

Analysis & Project Management Tools: MS Project, MS Excel MS Word, Power Point, MS Visio

FUNCTIONAL/TESTING TECHNOLOGY:

• Analysis and understanding of requirements of the new functionalities, create system test plan, create functional test cases for the requirements, test execution and reports defects and tracking
• S/W development life cycle methodologies.
• S/W Testing Life cycle methodologies.
• Implementing projects, end to end testing and user acceptance testing.
• SFDC, Hybris, SAP CRM
• Languages - PL\SQL
• Databases - Oracle
• Operating systems - UNIX, Windows (2000, XP, 7).
• Testing Tools - Quality Center 10.0.20, JIRA

PROFESSIONAL EXPERIENCE:

Confidential

Environment: Salesforce CRM

Salesforce CRM Testing Consultant

Roles & Responsibilities: -

• Working as a Sr. Salesforce CRM Testing Consultant.
• Involved in Salesforce CRM Lighting Testing (COB-Project)
• Involved in UI & SFDC Testing (E2E - VDAO Project)
• Integration Testing: Involved in SFDC and third-party Integration (Docupace, WIPS & Task Manager) & Role based Testing.
• Responsibilities Include - Test Planning, Test Design, Execution, Defect Management, Test Closure and Status Reporting.
• Administered multiple Salesforce.com instances in Sales Cloud, Service Cloud, ServiceMax
• Work on maintaining users, Profiles and roles for inside sales/service Team (Small Mid Sales/Small Mid Service etc.,)
• Provided test estimates and efforts for stories.
• Participate in design walkthroughs with business stake holder

Environment: Salesforce CRM – Sales

Role: Salesforce CRM Consultant

Roles & Responsibilities: -

• Worked as a SFDC – CRM Testing Consultant
• Involved in Requirement Analysis, Test Planning, Test Design, Test Data Preparation, Execution, Defect Management, Test Closure activities & Status Reporting.
• Co-ordinate with client QA Manager on the test progress and quality of deliverables.
• Provides status updates to Leadership team at regular intervals.
• Involved all validation between UI to Salesforce (i.e., field mapping etc,
• Involved E2E functionalities with in SFDC environment.

Environment: SFDC – CRM/ServiceMax

SFDC CRM Consultant

Roles & Responsibilities: -

• Worked on SFDC CRM E2E Testing/ServiceMax testing.
• Integration between SFDC & Legacy Systems.
• Run the batch jobs and check whether data is floating to Legacy Stems (through Middleware)
• Validating the Field Service functionalities using ServiceMax.
• Verified Easy Mobile accessible system for Field executives to access information from any place.
• Requirement understanding and raising anomalies
• Test Scenario / Test Case preparation and review.
• Test Execution (Integration & E2E)
• Given training on SFDC to team members.
• Given KT related to Use cases to the team member.
• Coordinate with the client on status & clarifications.

Environment: SAP CRM E-commerce & Loyalty Management 7.0 Ehp1

SAP CRM Functional Consultant

Roles & Responsibilities: -

• Worked as a CRM Functional Consultant/Team Member with Active Global Support (AGS).
• Good exposure to Base customization, status profile, partner determination, business partners, organization determination.
• Configured/enable the Interaction History work center for few Business Roles.
• Develop/Configure the “Transfer Temp Card” Functionality for Standard Memberships & Anonymous Memberships.
• Creation of New Memberships and Maintain the MA (Member Activities & Points., etc.,)
• Configured/Maintain last few call details so agents can easily go back to view recently taken calls in CLIC
• Extensive exposure to Account and Contact Management, Quotations, Activity and Task Management, Opportunity Management.
• Defined different Business Roles based on business functionalities and activities of the Business Users.
• Configured Transaction Launcher to access remote transaction and URLs from UI.
• Monitor the RTOM (Real time offer Management) details in the SAP CRM Web UI.
• Coordinating with client management and Key users for resolution of problems.
• Coordinating with the technical team for customized developments.
• Analyzing the issues and diagnose for the cause of issues, providing corrective solutions and suggesting for preventive actions to avoid recurrence.
• Providing Customer Support for issues raised by the Global Customers while achieving on time & quality goals.
• Daily/weekly/monthly reporting to Management & Customer.
• Interacting with multiple teams and coordinating ensure test environments are available.
• Design Test Scenarios and upload into HPQC.
• Creation of Test Plan, Daily Status Report & Weekly status Report.
• Develop/Review of Technical documents include test cases, test reports and Defect Reports.
• Execute Test cases and maintain the execution summary

Environment: SAP-Testing

SAP CRM Testing Consultant

Roles & Responsibilities: -

• Working on SAP CRM (7.0) Testing
• Analyze requirement document and Use case documents
• Raise queries after the requirement analysis and get it clarified
• Prepare Test Scenarios and get Sign off from Client
• Prepare Test cases for the test scenarios and get Sign off from Client
• Review Test Scenarios and Test cases of other team members
• Clarify doubts related to SAP within the team
• Execute Test cases and maintain the execution summary
• Raise Defect in QC and map to the TC
• Retest Defect and update the test cases
• Give training on SAP CRM to team members
• Give KT related to Use cases to the team member
• Prepare daily & weekly status reports
• Prepare defect summary report
• Coordinate with the onsite coordinator on status & clarifications

Environment: SAP CRM (Marketing & Campaign Management)

SAP CRM Functional Consultant

Roles & Responsibilities:-

• Configuring Campaign Types, Marketing Plan, Campaign Element, Attributes, Attributes Sets, Product Catalog, Segment Builder, Target Group, Profile Set Campaign Types and Objectives.
• Defining general settings for Leads which includes Lead Qualification Levels, Lead groups, Origins, Priorities, Workflow settings, Communication Channel Settings, Questionnaire settings, Transaction types.
• Configuring Outbound/Inbound lead Management including creation of Target group for lead generation, Leads for Target Group, Lead Campaign, Qualifying Leads and transferring it to sales.
• Configuring Campaign Management Objects which include Basic campaign objects includes Defining Objectives, Tactics, Campaign Types, Partner Determination and Communication Channel.
• Marketing Calendar include Defining and assigning Search criteria, Assigning Graphic profile, Views, Campaign automation including work flow settings and actions for Survey scenario.
• Creation and customizing business partners, Maintain Business Partner Relationships, Creation of Organizational Model and Org., Data Determination, Creation of Product Hierarchies and Categories, Territory Management, Partner Processing and Activity Management.

Confidential

SAP CRM Functional Consultant

Roles and Responsibilities:

• Analyze the validity documents provided by the customers across Europe and US region
• Responsible in preparing the daily status report on validity documents count
• Provided training to the new joiners in the team