· Have 12 years of IT and Non IT experience, which includes
7 years
in SAP CRM and SD as Sr. Functional consultant and business
processes
owner.
· Over 7 years experience in SAP with 4 years as an SAP CRM
(Customer
Relationship Management) Consultant with in-depth functional
and
technical Skills in SAP CRM module and worked in various
End-to-End
implementations.
· Experience in all phases of the implementation process,
business
process re-engineering through 'AS IS', 'TO BE', GAP
analysis, Blue
printing, Documentations, Workshops & Presentation.
· Strong experience in SAP CRM Customer interaction Center
(IC
WebClient, CTI), Service module (Service Tickets, Service
order,
Complaints), Marketing (Campaign Management. Lead
Management),
Internet Sales and ICSS.
· Good business Knowledge, Technical and Functional
experience in
Mapping SAP SD module in Organizational set up, Master Data,
Sales
order Processing, Pricing, Delivery, Service Management,
Credit
management for Various Sales and Distribution Processes.
· Good experience in Business process integration of SAP
CRM with SD,
FI/CO, SEM, BW and Enterprise Portal.
· Conducted SAP CRM training for Business users and
consultants.
· Good Knowledge and experience in design, development, and
testing of
application solutions in SAP EP portal, Middle wares.
· Experience in customization of CIC WebClient profile, Sub
profiles,
Navigation Bar profile, Business transaction profile,
Transaction
launch profile, Tool bar profile, Email profile, Agent inbox
profile,
Framework profile, account identification profile, Alert
modular and
Campaign profile.
· Experience in Customization of Installed Base, Service
contract,
Service order Management, Complaints & returns, Case
Management, In
house repair, Enterprise intelligence and E-Services.
· Experience in lead management, Opportunity management,
Activity
management, Sales cycles, and trade promotion management.
· Good business Knowledge in the areas Sales, Marketing,
Service in
various industry segments Manufacturing, Consumer goods,
Pharmaceutical, Telecom, Insurance, Small business units,
Foods,
Petroleum and polymers.
· Knowledge of ABAP, XML programming languages.
· Experience in sales cycle configuration (Including sales
transactions, contracts, delivery, and billing), SD pricing
procedure,
and credit management.
SAP CRM Experience:
· Master Data and Basic functions: Organizational data
setup, Business
partners, Products, Pricing Conditions, Partner/Output/Text/
Data
determination, Actions, Transaction types, item categories,
Copy
Control.
· Interaction Center: Agent inbox, E-Mail set up, Workspace
Profiles,
Transaction launcher, Action Box, Customer Fact sheet, Call
lists,
Alerts, Broadcast messaging for IC WebClient.
· Marketing: Lead management, Campaign management, TPM, ELM,
Customer
segmentation, Campaign Execution execution.
· Enterprise Sales: Activity management, Opportunity
management,
Quotation and Order management, Contracts, Territory
management.
· Service: Service orders, Install base, Service products,
Warranties,
SLA Contracts, Qualification settings, Appointment
configuration for
service orders, Complaints management, Complaint
management.
· Internet Sales: Product catalog design, Web shops,
Product
proposals, catalog views, Search products by variants.
Magellan, Santa Clara,
CA Dec 2006
Onwards
The Client is manufacturer and distribution of GPS
products,
development of Maps & software and accessories. The
client has strong
presence in USA, Europe, UK and other parts of world. The
client has
manufacturing units at France and North America.
Environment: SAP E.C.C 6.0, mySAP CRM 5.0, BI 7.0, EP 7.0
Roles and Responsibilities: Sr. Functional consultant
(CIC Web Client & Service management)
· Interacted with Business Leads, Users, Call center Agents
to
understand the existing Business processes and functional
requirements.
· Interacted with CRM WebClient Functional Lead consultant
to review
the requirements and design strategy for CRM IC Webclient
development
and enhancements.
· Configured IC WebClient profiles, Navigation bar Profile,
Business
transaction profile, Transaction launch profile, E-Mail
profile, Agent
inbox profile, Framework profile, Customer Fact sheet, Call
list,
Reminder scripting, Alert modeler.
· Coordinated with middleware consultant in replication of
Master data
for BPs, Products and transactional data.
· Modified the CRM_IC BSP application to incorporate modify
standard
Views and sets.
· Modified the View sets, Controllers for BuPaDetailsB2B BSP
page to
Incorporate the last 10 sales orders for the confirmed BP
and also to
insert the Partners View of interaction record in the same
page so
that Agents will see the associated partner functions in the
account
Identification screen.
· Developed the sales Rep view and assigned to the
Navigation Bar so
that Agents can see the Sales Representatives for product
line.
· Defined account identification profile, Business
transaction
profile, Script profile and assigned them to IC WebClient
profile.
· Configured Master data Such as CRM Org Structure, BPs, and
Products.
· Configured some of service Management set up including
service
tickets, ICSS Service process integration with IC WebClient,
E-Mail
routing and handling using ERMS.
· Created Installed Base and performed customizing settings
for it.
· Customized service contract, warranties and assigned
warranty to
service contract.
· Customized service quotation, service order, copy control
to create
service order as follow up document. Created service
conformation with
reference service orders.
· Customized complaints and return processes, created return
request,
Credit & debit memo request integrated to ECC for the
delivery
processes.
· Worked on case management and customized service order
process &
activities to complete the complaints processes.
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