SUMMARY:

• 7 years of experience in SAP CRM consulting, Implementation, Development and Support. Detailed knowledge and experience in SAP CRM 7.0module in areas including CRM Sales, CRM Service, CRM Marketing, CRM Middleware and CRM Interaction Center (IC) & Web UI.
• Profound knowledge and experience in implementing SAP CRM practices for the scenarios in Leads and Opportunity Management, Sales Order Management, Contracts Management, Quotation Management, Pipeline Performance Management, Territory Management, Consignment process, Customer Interaction Center (IC Web Client & Win Client), Campaign Management and Activity Management.
• Experience in full cycle Implementation, Enhancements, and Rollouts with progressive knowledge in Requirement gathering, Blueprinting, Documentation, Configuration, and training for SAP CRM 7.0/ 2007/ 5.0 and also supported post implementation activities.
• Configuration of Master data and basic functions: Product, Business partners, Organizational Model, Partner/Text/Date Determinations, Territory Hierarchy, Transaction Types, Item Categories and Actions.
• Lead / Opportunity / Sales / Marketing configuration includes:Campaign Management, External List Management, Marketing Plans, Lead Management, and Customer Segmentation. Personalized Mails, Integrating Lead, Campaign Automation. Includes Sales Cycle & Phases, Lead and Activity Analysis.
• Experience in SAP CRM Middleware includes integration with ECC with configuration of middleware setup for Data Loads for master data download, Administration Console, troubleshooting and replication of data. Middleware Enhancements using User Exits and BADIs. Middleware (CRM and SAP R/3 connectivity) configuration and setup, monitoring and troubleshooting inbound and outbound Queues.
• IC Web Client – Experienced in configuring Agent Inbox, Transaction Launcher, Alert Modeler, Call List management, Customer fact Sheet, Navigation bar settings, Broadcast messaging, Surveys and Interactive scripts.
• Service Management experience includes Service Contracts, Service orders, Service Confirmation, Field Service Management. Customer Service & Support and Complains & returns.Configured and Created Multilevel Categorization Schemas in CRM for the Service Orders and Service Confirmations. Configured the relevant Subject profiles to assign the Schemas to the Transaction Types.
• Co-ordinated and interacted in the Technical Team (SAP ABAP) on Designing and Fixing SAP CRM Technical Issues regarding BOL programing, GeNIL enhancement and overall WebUI enhancement.
• Have complete knowledge of SAP CRM server technology & User Interfaces worked/working with SAP, CRM 7.0, CRM 2007, SAP CRM 5.0, SAP R/3 4.7, SAP ECC 5.0, ECC 6.0 versions.
• Excellent communication, people management, team building, presentation, facilitation techniques, motivation & leadership skills.

Skills:

• Multiple CRM Full Lifecycle Implementations.
• Blueprint Workshops, Requirement gathering.
• Functional & Configuration design.

CRM Sales & Marketing:

• CRM Lead to Order, Lead Management, and Opportunity Management.
• Quotations, Sales Contracts, Sales Orders, Pricing.
• Condition Technique, Campaign Management, Target Groups etc.

CRM Service Management:

• Installed Base, Components & I Objects, Service Orders Management.
• Service Agreements, Contracts, Warranties, Installed Base Management.
• Handled Complaints and Returns.

CRM Interaction Center (CIC):

• Account Identification Profile, Transaction Profile, Lead Qualification.
• Maintaining Product Up sellers and Cross Sellers.

SAPCRM 7.0 WEB UI:

• CRM 2007 Web UI Configuration and Design Layer Customizing.
• CRM Business Roles Configuration & AET, WebUI Component Enhancement.

CRM Middleware:

• Configured Middleware settings in CRM and ECC.
• Conducted Initial and Delta Download for Condition Objects, Business Objects and Customizing Objects.
• Setup various RFC destinations.

SAP CRM Technical:

• Web UI Enhancements, BADIs, BAPIs, ABAP Objects.

Education:
Confidential,

• MBA (Marketing Major) - 2003

Professional Experience:

Confidential,
, Queensbury, NY May 2011 - Present
SAP CRM Consultant

AngioDynamics® history is best characterized by innovation and growth. Originally founded in Queensbury, N.Y., U.S., in 1988, AngioDynamics® has grown into a NASDAQ-listed public company with a global reach. To provide benefits to patients by being the leader in design, development, manufacturing and marketing of innovative, proprietary, therapeutic devices used by interventionists and surgeons for the minimally invasive treatment of peripheral vascular disease, tumor therapy and other, non-vascular disease.

Responsibilities:

CRM Sales and Marketing;

• Full Lifecycle CRM Service Implementation. Involved in Managing the project through Design, Build and Test Cycles for the CRM Sales and CRM Service Scenarios.
• Involved in Web UI configuration and enhancements for Sales and marketing processes, Involved in Requirement Gathering, Fit-Gap Analysis, Blueprinting, Documentation, and Creating Functional Design Documents.
• Created Transaction Types, Item Categories, Status Profiles, Date Profiles, and Text Profiles in SAP CRM for the various CRM Service Transactions. Also configured relevant Partner Determination Procedures and Organization Profiles. Configured the same in ECC-SD.
• Experience with Detailed Business requirements Gathering and conducting Design Sessions with the Business folks.
• Designed and Configured Opportunities from generated Leads. Customized standard SAP Workflow for automatic creation of Opportunities from LEAD. Defined and Implemented Sales Cycle and Sales Assistant for different Opportunities Types according to AngioDynamics Business Practice.
• Configured CRM Sales Contracts and CRM Sales Orders. Defined and Configured Sales Contract specific elements – Price Agreements and Cancellation Procedures. Integrated with the Client to define and implement custom Condition Types for Price Agreements.
• Designed the Pricing Procedure and associated Condition Types for Customer Warranty Accounting Indicators. Also designed the Pricing Condition Types for Pricing Agreements and associated Pricing Procedures for Extended Warranty Contracts.
• Designed and Developed Condition Types, Access Sequence and Pricing Procedures in ECC-SD to account for the Pricing requirements of the Client. Downloaded the Pricing elements to CRM.
• Designed and Configured Organization Determination Profiles and Partner Determination Procedures for the Sales and Service based Partner Functions.
• Extensively worked with CRM Actions and Action Profiles. Customized Actions extensively to process LEADs, Sales Assistant in Opportunities and sending Alerts and Notifications in Sales Contracts.
• Designed and Configured Order Fulfillment Business Processes using CRM Sales – Sales Quotations, Sales Contracts and Sales Orders.
• Worked on Campaign management as well as campaign operations.
• Prepared campaigns, selected campaign products and linked the prospective segment with the campaign.

Scheduled and released the campaign, configured the follow up transactions for tracking the response through different channels i.e. Interaction center, e-mails.

• Integrated with the group in implementing the Post processing Framework BADI for a custom Action to create a Field Return and Warranty Claim Document for the relevant Item Categories of a Service Confirmation.

CRM Service:

• Designed and Defined CRM Service Cycle to implement Business Requirements.
• Designed and Configured the In-House Repair processes. This enabled AngioDynamics to effectively manage Customer and Vendor Repairs from a single transaction, using SAP CRM.
• Configured CRM Activitiesto record Time spent by Service Representatives.
• Supervised and Integrated with Business folks to design BI Reports for CRM Sales and Service scenarios. Designed the BI based CRM Enhancements for Custom Fields.
• Designed the process of Installation and Maintenance of Angiodynamics Products at Customers Premises through Installed Bases (IBase), IBase Components and IObjects.
• Designed and Configured SAP CRM based Business Process for Complaints/Returns and In-House Repairs. Effectively integrated Customer Warranties inside an In-House Repair through various Item Categories.
• Designed and Configured SAP CRM based Business Processes for CRMService Orders and CRM Service Confirmation. Effectively Integrated CRM Customer Warranty with the Service Order to achieve Warranty based Pricing.
• Designed and Configured the Extended Warranty Process through a CRMService Contract. Configured Service Profile and Response Profiles.
• Defined and configured new SLA Parameters for custom Response Profile. Designed Response Profile based Pricing of Service Contracts.
• Configured SAP-SD ECC Credit Memos for the ECC based Billing Process from a Service Confirmation. Created custom Condition Types and Pricing Procedures for the Warranty based Pricing.
• Integrated with the group in implementing the programmed Service Object Set BADI in CRM to populate the correct IBASE/Component and Object at the header level when creating a Warranty Claim Document.
• Integrated with the group in implementing the Post Processing Framework BADI for a custom Action to create a Credit Memo Document (CMR) in CRM when certain Service Contracts are cancelled in CRM.
• Integrated with the group in implementing enhancements of the CRM WebUI (BOL and GeNIL enhancements)
• Adding Serial Numbers for CRM Complaints and Service Transactions.
• Adding Custom Fields at Header and Item level using AET.
• Enhancing the Search Functionality for a number of CRM transactions etc.
• Enhancing the GeNIL Layer and creating new Business Object relationships.

CRM Middleware:

• Set up Middleware for transfer of Business Partners, Products and Transactions between SAP ECC and CRM.
• Configured Middleware Adapter Object to Download Condition Types, Access Sequence Condition Tables and Pricing Procedure from ECC to CRM. Also downloaded Condition records for the CRM relevant Condition Tables.Set up Middleware for transfer of Business Partners, Products and Transactions between SAP ECC and CRM.
• Integrated CRM and ECC for sending Customer Contracted Pricing records from CRM to ECC. Designed and developed a custom CRM Action to send Condition Records for the Contracted Price (after Pricing Simulation in the Opportunity) to ECC.
• Defined and Configured ECC Document Types, Item Categories and Item category Assignments to Fulfill CRM Sales Order.
• Set up the CRM Middleware for loading Sales Area data, EQUIPMENTS, MATERIAL and CUSTOMERS from SAP ECC to CRM through initial and delta upload.
• Designed and Configured various CRM Business Web UI Roles, Layout Profiles, Function Profiles(Initial IC Scenario) and Navigation Bar Profile.
• Designed Netweaver Portal Objects (Roles, Pages Work setsetc.) to effectively integrate CRM WebUI, BI Web Application Designer Reports and ECC Crystal Reports.

Environment: SAP CRM 7.0,CRM Service ECC 6.0

Confidential,
Houston, TX December 2009 – January 2011
SAP CRM Consultant

ExxonMobil are the world's largest publicly traded international Oil and Gas Company, providing energy that helps underpin growing economies and improve living standards around the world. The organizational structure is built on a concept of global businesses and is designed to allow ExxonMobil to compete most effectively in the ever-changing and challenging worldwide energy industry.

Responsibilities:

CRM Sales and Marketing:

• Analysis of their business requirement and process mapping with SAP CRM 7.0best practices for Leads and Opportunity Management.
• Conducted GAP Analysis to identify the functional deficits. Participated in creating blue print, design, configuration and implementation of the solution.
• Documenting business requirements, processes and functional specification documents as per SAP Best Practices.
• Configured transactions by defining transaction types, item categories, item category determination, and copy control for transaction types and item categories, pricing and assigning various profiles to the transaction types.
• Design andconfiguration of Lead Management and Opportunity Management.Configured CRM actions to automatically generate opportunities from qualified leads. This enabled to automate the qualification of a prospect.
• Design and configuration of Campaign management including BP segmentation andTarget Groups.Applied business knowledge and configured Account planning and Opportunity management.
• Account Management: Design and configuration various business partner types, business partner roles and role categories along with partner functions. Configuration of custom business partner relationshipsthat were replicated as partner functions in ECC. Configured various text types and status profiles for business partners.
• Design and configuration ofOrg Structure, Territory Hierarchy, Territory Rules, Rule Policy Types, Text Management, Org Management, Partner Functions, Partner Determination Procedures, Surveys, Status Profile, Date Profile, Pipeline Performance Management, Copy Control, etc.
• Configured Microsoft Word document (“Account Plan Document”) pre-populated with certain CRM data in a pre-defined layout/format; which included sales plan and metrics data provided through BW reports.
• Configured opportunity management by defining sales cycle, phases and assigning phases to sales cycle.
• Integrated with the group in implementingSupervised Technical Design Meetings to create the best technical design for the ABAP Custom Enhancements and CRM WebUI Development efforts.

CRM Service:

• Configured CRM Service Contracts and CRM Service Orders. Defined and Configured Sales Contract specific elements – Price Agreements Procedures. Integrated with the Client to define and implement custom Condition Types for Price Agreements.
• Designed and ConfiguredCRM Interactive Reportsprocess across SAP CRM.
• Designed theCRM WEBUIbased application to Consolidate Service requests into Service order.
• Configured SAPCRMService Managementwith relevant Transaction Type, Item Categories, Date Profile, Status Profile and Action Profile.
• Designed and Configured theWarranty Claim Functionality. This enabled the client to get reimbursed for the expenses involved with third party vendors or co-branded baby care products.
• Defined and designed variousCRM IC UI Enhancementsto suit the business requirements.
• Worked with Security, Portal, Training and Testing teams to define and implement project methodologies to ensure project teams produce quality deliverables.
• Configuredwarranties,installedbasemanagement,complaintsandreturns.
• Designed and configured Configured CTI buttons for various IC Roles. Worked with Avaya Consultants to set up CTI from SAP CRM to Avaya.
• Effectively Integrated CRM Customer Warranty with the Service Order to achieve Warranty based Pricing. Designed and Configured the Extended Warranty Process through a CRM Service Contract. Configured Service Profile and Response Profiles.
• Defined and configured new SLA Parameters for Custom Response Profile. Designed Response Profile based Pricing of Service Contracts.
• Configured CRM Service Orders and Confirmations.
• Integrated with the group in implementing Custom Enhancement for a number of CRM BADIs –
• Equipment Load BADI
• Partner Determination BADI
• CRM Conditions BADI
• CRM Service BADIs
• CRM PPF BADI for implementing CRM Actions.
• CRM Header and Item level BADIs etc.

CRM Middleware:

• Complete Middleware setup in development to production environment. Loading Customizing and condition objects from ECC to CRM system of the landscape.
• Middleware enhancement of Business Partner master data to flow company code data from CRM to ECC.
• Middleware enhancement of Material master data to flow Manufacturer part number from ECC to CRM. Middleware BDOC enhancements for new field flow from ECC to CRM on BP Master.
• Configured campaign to ECC sales order integration process. Configured Campaign determination in ECC using the condition technique.
• Set up Custom Filters for Initial Download of Customizing Objects and Condition Objects from ECC and CRM.
• Involved in middleware customization, BDoc modeling, Replication and Realignment of BDoc and data exchange with ECC.
• Resolve Middleware issues, Middleware Enhancements.
• Perform Technical Acceptance testing for Custom requirements.

Environment: SAP CRM 7.0; Worked as a SAP CRM 7.0, Consultant in Sales for ExxonMobil. The company sought SAP CRM to boost-up the sales process by implementing the sales module. CRM 7.0, ECC 6.0

Confidential,
Lake Forest, IL July 2008 – October 2009
CRM Sales, Marketing
Hospira is the world's leading provider of injectable drugs and infusion technologies. Through its broad, integrated portfolio, Hospira is uniquely positioned to Advance Wellness™ by improving patient and caregiver safety while reducing healthcare costs.

Responsibilities:

• Full Life Cycle implementation of SAP CRM 7.0 with emphasis on Sales Force Automation utilizing SAP Best Practices.
• SAP CRM 5.0 to 7.0 up gradation provides a long-term platform with low life-cycle costs and high flexibility.
• New functionality for areas such as: Sales Pipeline Management, Loyalty Management, Trade Promotion Management, Real Time Offer Management (RTOM), Business Communications Management as well as a mobile solution forBlackBerry phones.
• Completed support for Enterprise Services (SOA), which permits freely-customizableand simplified communication with third-party systems.
• Configured the Organization Model according to the Hierarchy and Distribution Channel. Assigned positions and employees to the Organization units.
• Implementation of CRM Interaction Center and Configured all components of Interaction Center.
• Involved in Requirement Gathering, Fit-Gap Analysis, Blueprinting, Documentation, Creating Functional Design Documents.
• Configured various CRM Transaction Types, Item Categories, Item Category Determination, and Text profile, Address Profile, Status Profiles and Date Profiles for various CRM Sales Orders.
• Implemented Territory Management according to the Sales Area and Product.
• Configured the Sales Cycles, automated each stage using Action Profiles.
• Involved in Web UI configuration and enhancements for Sales and Marketing processes.
• Customized the navigation bar, work area& quick action buttons.
• Configured Lead Management settings from the creation of leads through various channels.
• Responsible for setting up questionnaires in facilitating the automatic qualification of Leads.
• Responsible for setting up the Sales, Marketing and Power User Roles.
• Responsible for setting up Activity Management settings by automating the workflow using Action Profiles.
• Responsible for setting up the Product Master. Configured product hierarchy and the middleware.
• Configured Campaign Types, Communication channels, Marketing Plan, Campaign Element, Attributes, Attribute Sets, Target Group, Profile set (with Segment Builder), and Mailing List etc.
• Configured Lead management which includes Lead qualification levels/Lead groups/Origins, Workflow settings, Transaction settings, Questionnaires etc.
• Configured CRM Service Contracts and CRM Service Orders. Defined and Configured Sales Contract specific elements – Price Agreements Procedures.
• Designed and configured SAP CRM Sales Contracts to be used by various USDA partner entities.
• Configured CRM Sales Contracts and CRM Sales Orders. Defined and Configured Sales Contract specific elements – Price Agreements and Cancellation Procedures.
• Integrated with a group in implementation of the Post Processing Framework BADI inside, to process an Action inside an Action Profile, to automatically populate Custom Fields while creating Sales Orders from a Sales Contract.
• Configured Extended Warranty Process through CRM Service Contract.

Environment: CRM SAP 7.0 Implementation (CRM 5.0 upgraded and 7.0 Implementation)

Confidential,
Orlando, FL November 2007 – May 2008
CRM Sales, CRM Marketing, CRM IC

CHEP is a leading provider of pallet and container pooling services for the Aerospace, Automotive, and Chemical, Consumer Goods, Fresh Food and Manufacturing industries. In its simplest form, equipment pooling is the shared use of high quality standard pallets and containers by multiple customers. Pooling is a strategic business option for companies that wish to reduce capital expenditures and improve supply chain operations. Combining superior technology, decades of experience and an unmatched asset base, CHEP offers outstanding, environmentally friendly logistics solutions to customers to help protect their products as they move through the supply chain. CHEP has more than 7,000 employees, serving 500,000 customer touch points from offices in 49 countries. We strive to act with integrity and respect and our leadership team has a mandate to always use our outsourcing expertise to provide customers with a reliable service which can cut costs and increase supply chain efficiency.

Responsibilities:

• Designed and Configured CRM Lead process from CRM Marketing Campaigns. This enabled the client to automatically generate Leads from relevant Campaigns for a defined Target Group. Defined and configured relevant process methodology using CIC Call Lists for Lead Qualification.
• Designed and configured custom Action Profiles to generate Opportunities and Route them to appropriate employees for assessment. Configured various Sales Assistant based Action Profiles for defining Activities for Sales Representatives.
• Designed and configured the various customized CRM Sales Transaction types. Sales Contracts, Sales Orders, Opportunities and Business Activities.
• Customized Copy Control to allow the users work with various different transactions.
• Configured Action Profiles to automatically create a Sales Order from a Sales Contract once the Sales Contract was released.
• Loaded Equipment data from SAP ECC into CRM. Configured the Middleware object for the load.
• Loaded Business Partners from SAP ECC to SAP CRM. Configured the Middleware Settings for the load.
• Configured Item Categories, Item Category Determination, Status Profiles, Date Profiles and Text Profiles etc.
• Created Categorization Schemas, Code, Code Groups, Catalogs and Subject Profiles for categorizing issues in Complaints, Service Order for CRM Customer Interaction Center (IC) Web Client.
• Performed various configurations for Interaction Center(IC) Webclient viz. Account Identification Profile, Transaction Profile, Inbox Profile, Product Catalog Search, Lead Qualification and maintaining Product upSellers and Cross Sellers.
• Configured Campaign Types, Communication channels, Marketing Plan, Campaign Element, Attributes, Attribute Sets, Target Group, Profile set (with Segment Builder), and Mailing List etc.
• Configured Lead management which includes Lead qualification levels/Lead groups/Origins, Workflow settings, Transaction settings, Questionnaires etc.
• Configured Campaign Execution to generate Activities and Leads for selected Target groups.

Environment: CRM 5.0, IC Web Client

Confidential,
Bridge water, NJ December 2006 – October 2007
SAP CRM Consultant; CRM Sales, Account Management, Activity Management

Brother International Corporation is one of the premier providers of products for the home, home office and office. Our U.S.A. corporate office, located in Bridgewater, New Jersey, was established in the US on April 21, 1954 and markets many industrial products, home appliances, and business products manufactured by its parent company, Brother Industries, Ltd., of Nagoya, Japan. These products include an award-winning line of Multi-Function Center® and printers. Brother also provides the number one line of facsimile machines in the U.S. and is the leader in electronic labeling, with its full line of P-touch® Electronic Labeling Systems. With revenues of approximately $1.5 billion in fiscal year 2006, Brother and its subsidiaries employ over 1,100 people in the Americas.

Responsibilities:

• Configured opportunity management by defining Sales Cycle, phases and assigning phases to sales cycle.
• Designed custom solution in Sales for end client.
• Configured transactions by defining transaction types, item categories, item category determination, copy control for transaction types and item categories and assigning various profiles to the transaction types.
• Configured Organization Management, Product Master, Partner Procedure.
• Created pricing procedures and organizational data profile.
• Created automatic sales order confirmation through e-mail by maintaining e-mail address for Business partners, copying the smart forms, defining action profiles and actions.
• Configured activity management by defining partner functions, access sequence and partner determination procedures.
• Worked closely with BW personnel to generate necessary reports such as Success/Failure analysis, Activity history analysis, etc. which helpful for implementation.
• Documented & reported the use of implementation techniques & practices adopted.
• Training provided to staff at client site.

Environment: SAP CRM 5.0

Confidential,
New Berlin, WI June 2005 –October2006
SAP CRM Consultant: Sales

Industrial Electric provides a wide variety of wire, cable and wire management products to original equipment manufacturers and sub-assemblers worldwide.

Responsibilities:

• Worked with different levels of users for information gathering and to create business blueprint documents.
• Involved in study of the as-Is organizational and business setup, processes and sales requirements and mapped the business scenarios to SAP.
• Customized Opportunity to accommodate Sales Assistant to provide the Sales agent with a checklist of tasks and activities.
• Customized Quotation process for notification and completion against the Business Requirements.
• Configured Order Management with various Sales Order types.
• Configuring transactions by defining transaction types, item categories, item category determination, copy control for transaction types and item categories and assigning various profiles to the transaction types.
• Defined and assigned partner functions and partner determination procedures.
• Setting copying control requirements to various opportunity, quotation, and sales documents.

• Worked on testing and troubleshooting of various configuration models.
• Provided end-user training, knowledge transfer, documentation and participated in preparing training manuals.

Environment: SAP CRM 4.0, SAP R/3 Version 4.6C, Windows NT