Objective 

●        SAP CRM Solution Architect/Project Manager position in a dynamic and challenging environment that will utilize my Domain knowledge, analytical, functional, technical and leadership skills

●        A Lead/SME position in a Dynamic and inspiring Organization where I can use my technical, Analytical and Leadership abilities for meeting business challenges and to work for an Organization that provides opportunities for Career growth and learning

 

Professional and Business History

●        Presently working as SAP CRM Solution Architect for a major telecom Firm in US since Dec 2013.

●        Worked as a SAP CRM Solution Architect for implementing SAP CRM solutions for a major retail Giant, a Major Energy Company, a major industrial automation firm between Jan 2012 and Nov 2013

●        Worked as SAP CRM Solution Architect/Senior project Manager in Infosys Limited from January 2004 to Jan 2012.

●        Worked as a CRM Techno-Functional Consultant in Tata Consultancy Services (TCS) since March 1998 to January 2004

 

Experience Summary

●        Around 17+ years of diversified experience implementing projects to solve customer's problems in ERP and CRM Domain

●        Around 11+ Years of SAP Implementation Experience

●        Strong Experience in requirement gathering exercise, process design, process reengineering, Business Blueprinting, presales, proposal preparation and client presentations.

●        Strong Domain Knowledge in Hi-Tech/Semicon, Manufacturing, retail, Utilities and Telecom Domains.

●        Exposure and knowledge on SAP CRM CTI integration Framework.

●        Experience includes working on SAP CRM Interaction center implementation and support for 2 projects

●        Excellent Experience working on end to end Order to Cash and Service to Cash business processes and configuration

●        Experience includes configuration of OTC, service contracts and service orders configuration in CRM and integration with ECC for logistics and Billing processes and credit and debit memos using CRM middleware

●        Experience working with SAP CRM Mobile Sales solution 2.5 (Sybase unwired platform)

●        Experience working with SAP CRM7.0 EHP1, SAP CRM 2007 and SAP CRM 4.0

●        Experience working on CRM upgrade project from SAP CRM 6.0 to 7.0

●        Experience working with multiple CRM Products - SAP CRM, PeopleSoft CRM and Clarify CRM.

●        Experience working on business partners’ integration with GTS system to perform compliance check

●        Knowledge of Groupware Integration for BPs and Activities.

●        Experience includes working on major data Migration Projects for migrating data from Legacy system to CRM Systems.

●        Have good Understanding of Cloud framework and have in the past worked on proof of concepts and production comparison and product selection engagements for customers where SFDC, SEIBEL and SAP CRM on Demand products were compared.

●        Trained SAP HANA consultant, worked on POCs and Feasibility analysis engagements.

 

Education

●        Master of Computer Applications from Andhra University, March 1997.

●        Bachelor of Computer Science and Mathematics from Andhra University, March 1993

 

Certifications:

●        SAP CRM Certified Consultant

●        SAP HANA Certified Consultant

●        Certified PMP from PMI in good standing, valid till 2016.

 

Technical Expertise

CRM Software: SAP CRM 7.0/SAP CRM 2007/SAP CRM 4.0, People Soft CRM 8.9/8.8//8.4/8.0, Clarify

RDBMS: Oracle 10g/9i/8i/7.3.4, MS SQL Server 7.0/6.5

Tools and Utilities:

SAP GUI 7.0, SAP WEB UI, SAP Solution Manager, People tools/ App Designer, TOAD, MQC, Unix Shell Scripting

 

Career Profile

 

Project #1                            : Dec 2013 – Jan 2015

Project Title                             : B2B Order management Project for a Global telecom Major (OTC)

Client                                          : T-Mobile, Seattle, WA

Position                                          : SAP CRM/SD Solution Architect

Project Description              : T-Mobile is working on replacing a 10 year old legacy B2B ordering solution with latest SAP CRM 7.0 and ECC 6.0 Sales order management solution. The new solution captures orders from front end systems based on web sphere commerce architecture and sends them over to SAP CRM via SAP CRM web services using SAP PI. Once the order reaches SAP CRM, it gets processed and gets replicated to ECC system for ATP check, Delivery, shipping and billing processes. The system also supports orders with equipment installation plans and for these the systems interfaces with a system called EIP and sends the sales order data and SIM and IMEI number. The solution also includes lot of interfaces with LDC for logistics handling, FWRC for returns handling, Samson system for billing, JPAY for Credit card processing and vertex for tax calculations.

 

Roles and Responsibilities:

·               Involved in blue printing and configuration of the proposed SAP CRM and ECC systems.

·               Played a critical role in architecting the SAP CRM web services to capture orders from B2B ordering portal and create them as orders in SAP

·               Configured the SAP CRM middleware to do initial and delta download of configuration and master data including pricing conditions.

·               Worked on configuring pricing conditions in ECC and download them to CRM. Worked on mapping the pricing conditions, order data, credit card data, and EIP data coming from B2B ordering portal with SAP CRM structures.

·               Worked on SOAP UI tool to test the web services and the end to end order flow from B2B ordering portal all the way to ECC and SAMSON system till the billing process is completed.

·               Worked on configuring the order types, delivery types, item categories, return order type, follow up document configuration, email templates, actions, output determination, partner determination, status profile, Org Data profile, pricing etc. in both ECC and CRM systems.

·               Working with QAT, Middleware, EIP, SAMSON, vertex, JPAY and B2B business teams to support integration testing and UAT testing efforts.

·               Worked with business and QAT team members to support QAT, end to end and UAT testing.

·               Participated in deployment and release management activities.

·               Also worked on Architecting a Supplemental Inventory Portal webdynapro Solution where Metro PCS and T-Mobile store agents can place Stock replenishment orders for high moving products and they are created as Stock Transfer Orders in ECC.

 

Project #2                            : Aug 2013 – Nov 2013

Project Title                             : SAP CRM 7.0 Implementation for a Global Beverage industry

Client                                          : Millercoors, CO

Position                                          : SAP CRM Senior Consultant

Project Description              : MillerCoors presently has disparate systems and tools across the organization to create and execute various promotional programs to communicate to their distributors and Retail Outlets. The Communication Advantage program has been initiated with the objective to create a single source of campaigns/programs for MillerCoors chains and a single source for distributors to be informed of these events in an organized way. SAP CRM Campaign management, Segmentation and lead Management processes are being used to address this need. It is believed that by improving this process internally and for the distributors, MillerCoors will see an incremental increase in chain outlet sales resulting in top line growth.

 

Roles and Responsibilities:

·               Involved in blue printing and configuration of Marketing/campaign Management, Segmentation, Lead Management business processes.

·               Involved in gathering and reviewing business requirements, creating functional specification documents, assisting the technical team in creation of technical specification documents.

·               Involved in the creation of business roles, navigation Bar profile, Role Config key, UI customization to hide/remove assignment Blocks, hide/remove fields etc.

·               Worked on config activities to create org Model, BP master data such as setting up BP Roles, relationship categories, Identification types, Number ranges, product Hierarchy Set up, Marketing Attributes, specifications for Custom UI screens for user preferences, Mail Forms, specifications for conversion programs etc..

·               Also was responsible to configure and Set up Account Hierarchy as per Miller’s legacy Data structure and add custom fields such as Trade Channel, premise type to map to Miller’s unique data requirements.

·               Worked on setting up action profiles for sending Email alerts to distributor users when Campaigns are created meeting the distributor’s needs as per the user preferences set by them.

·               Worked on setting up PDP, text determination procedure and status profiles for custom transaction types like leads, Activities etc,

 

Project #3                            : Jan 2013 – Aug 2013

Project Title                             : SAP CRM 7.0 implementation for a Global Retail Giant

Client                                          : 3M, Minneapolis, MN

Position                                          : SAP CRM Lead

Project Description              : 3M is undergoing a major transformation to move towards state of the art SAP global solution comprising of ECC modules (SD, MM, WM, PP, BW etc.) and also implementing an integrated SAP CRM solution to handle the customer service, sales and marketing business processes. This initiative is part of a global strategy to replace the existing legacy systems with SAP modules in an incremental roll out strategy across geographies starting with the US and Canada. The SAP CRM solution includes implementation of Customer Interaction Center, Sales, Marketing and service processes and also implementation of Mobile sales solution based on SAP’s Sybase unwired platform.

 

Roles and Responsibilities:

·               Involved in blue printing and configuration of Marketing/campaign Management, Segmentation, Lead Management, Opportunity management, quotation management business processes.

·               Work with technical team to develop the required WEB UI and ABAP technical components to support the requirements.

·               Worked on setting up custom Lead and Opportunity transaction types to support 3M’s requirements to have separate transaction flows for Mobile Sales for IPADs.

·               Involved in configuring the interaction center solution – agent inbox profile, navigation bar profile, business roles set up, configuration of categorization schema etc.

·               Involved in the design of a two-way integration between service request transaction in CRM and remedycare system to exchange service request information.

·               Involved in setting up Installed Base, Installed base components, iobjects, Texts and Partners to use them in service transactions such as Service requests, Service Orders etc.

·               Worked on setting up Service and Response profiles for Installed Base and Components to determine Service Level Agreement (SLA) during Service requests creation.

·               Configured lead, Opportunity and Quotation transaction settings and action profiles to send emails to 3M sales engineers when leads are qualified/assigned or opportunities are past due..

·               Configured status profiles, subject profiles for reason codes, worked on adding custom fields to interactive reports, developed ad-hoc reports based on sqvi for business users.

·               Involved in Mobile sales solution configuration – initial download of customizing data, master data such as employees/partners, and products from CRM online to Mobile sales platform DOE.

·               Worked on setting up delta load jobs from CRM to DOE such as partners, products, employees/sales org changes etc.

·               Resolved issues for Mobile Sales user’s visibility for leads and opportunity transactions based on Employee responsible field functionality.

·               Worked on troubleshooting issues with mobile sales solution such as setting up new users on SUP server, de- registering users, re running delta load jobs to fix data issues, monitoring and restarting queues on SMQ2/SMQ1.

·               Also worked in Support role and have extensive knowledge with regards to troubleshooting steps for Mobile Sales, Marketing processes, ELM, BUPA_DEL, cleansing cases among others.

 

Project #4                            : Oct 2012 – Jan 2013

Project Title                             : Rockwell Automation SAP CRM Global Rollout

Client                                          : Rockwell Automation, Milwaukee WI

Position                                          : SAP CRM/SD Functional Lead

Project Description              : The Rockwell Automation Global Process Transformation Project is a multi-phase, enterprise-wide business transformation and ERP implementation project. Rockwell Automation has undertaken the transformational step of implementing SAP as its enterprise-wide common technology platform, which will span strategic business units and world-wide geographies. The geographies included are: Asia Pacific / / EMEA / Latin America / North America. This Project is about implementing Order to Cash Functionalities including Marketing, Sales, Service processes and integration with the back end ECC system for Order execution and Logistics and Billing.

 

Roles and Responsibilities:

·               Involved in Development & Implementation of all the new scope functionalities pertaining to Master Data, Marketing, Lead Management, Opportunity management, Territory management, Quotation management and order Management processes.

·               Involved in setting up ALE interface to sync employee and org data between ECC and CRM systems

·               Gathered and blueprinted business requirements, transforming them into technical specifications for new scope changes.

·               Worked on Installed Base set up and involved in downloading Functional and equipment locations from ECC and troubleshooting issues with it.

·               Configured lead, Opportunity and Quotation search screens to filter the search criteria based on custom fields.

·               Designed a functionality to upload leads/Opportunities/Marketing Plans from Web UI via transaction launcher feature for power users.

·               Worked on configuring action profiles on quotes and sales orders which will be executed based on user statuses and dates on the quote/orders transactions such as sending smart form based Emails to customers when quotes are created and reminders to employees when quotes are about to expire or orders are cancelled.

·               Worked on partner processing to determine various custom partner functions such as Rockwell distributor, Distributor contact etc.

·               Worked on custom survey functionality on quote transaction where the ‘Requested Ship date’ will be captured and mapped to the order during order creation along with other custom attributes using custom copy control BADIs.

·               Worked on business partners’ integration with GTS system to perform compliance check against the denied party (DPL) list for a business partner when it’s created in CRM

·               Worked on customizing settings in CRM for sales orders and items to conduct compliance/GTS checks and lock the sales orders when the checks fail.

 

Project #5                            : Mar 2012 – Sep 2012

Project Title              : CINTAS SAP CRM Service implementation

Client                                          : Cintas Corporation, Cincinnati, OH

Position                                          : SAP CRM/SD Senior Functional Consultant

Project Description              : Headquartered in Cincinnati, Cintas Corporation provides highly specialized services to businesses of all types. Cintas designs, manufactures and implements corporate identity uniform programs, first aid, safety, fire protection products and services, and document management and shredding services for approximately 900,000 businesses. Cintas is rolling out SAP CRM Service Contracts and Service Order Mgmt business processes across the organization and integrate them with the back end ECC System for a seamless business process. The key processes involved here are Service contracts and service Order management, Service conformation and its integration with ECC for Debit Memo. This project also involves CRM integration with ECC for transfer of Business partners, material master, Sales documents and HR master data.

 

Roles and Responsibilities:

·               Participate in business discussions and meetings to understand CINTAS business requirements and pain points.

·               Involved in configuration of Service to Cash processes in CRM such as service contract, service orders, service confirmations and their integration with ECC for debit memos.

·               Involved in the SD module config activities such as incompletion log procedure for various order types, Configuration of partner determination to add a new partner to ship-to-party customer, configuration of pricing conditions, condition types, customer pricing procedure, exclusion records etc.

·               Worked on Copy control configuration to copy Sales Order to Delivery document, Copy delivery doc to Billing etc. – Also configured Item Categories and defined Item category determination procedure.

·               Configured partner determination procedure, Account Determination, Pricing determination Procedures for Sales orders, Delivery documents, Billing docs in SD module

·               Configured Enterprise structure, customer master, material master, vendor master based on the organizational structure in SD module and also worked on downloading the same to CRM.

·               Solved various Pricing issues including issue with net value rounding after the discount applied, pricing procedure redetermination at various document levels etc...

·               Lead business Blueprint sessions to map CINTAS business requirements to SAP CRM Service processes to come up with the FIT GAP analysis documents, architect the To Be process flows and To Be design documents

·               Lead the Conference room pilot workshop with the business leads/users to demo few key scenarios developed in SAP CRM Service module to seek feedback and suggestions from the business community.

·               Configured SAP CRM Service contracts, service orders and service confirmation business processes and transactions

·               Worked on setting up Installed base, Components, addresses, Service and response profiles, worked on downloading products and functional locations from ECC to CRM in addition to customer data.

·               Customize action profiles to create Service Orders from Service contracts upto 90 days in advance as per CINTAS business requirements.

·               Configure CRM middleware for transferring business partners, Materials and Employees from ECC system to CRM

·               Participate in the integration testing of the end to end scenarios from the time a service contract is created in CRM till a service Order, Service confirmation is created and a debit memo is posted in ECC.

·               Configure background jobs to execute actions to create Service Orders and print them in batches.

·               Troubleshoot the CRM middleware issues to streamline the delta load of business partners, materials and employees between ECC and CRM systems.

·               Participate in Deployment activities to bring additional sales offices and locations

 

Project #6                            : Nov 2011 – Mar 2012

Project Title              : Synergy Program for Lean Order Management

Client                                          : Westinghouse Utility Company, Pittsburgh, PA

Position                                          : SAP CRM/SD Senior Configurator

Project Description              : Westinghouse Electric Company provides fuel, services, technology, plant design, and equipment to utility and industrial customers in the worldwide commercial nuclear electric power industry. WEC is implementing SAP CRM Sales and Service business processes and integrate them with the back end ECC System for a seamless business process. The key processes involved here are Lead and Opportunity Mgmt, Quotations and Order mgmt and integration with SAP ECC, Account and Contact Mgmt, Activity Mgmt, Actions and Alerts, CRM WEB UI enhancements to build a user friendly interface to the business users for easy adoptability worldwide.

 

Roles and Responsibilities:

●        Participate in business discussions and meetings to understand WEC requirements and define the Solution Landscape.

●        Participate in Business Blueprinting sessions to design the SAP CRM Sales Solution to meet WEC Business needs for the OTC business process.

●        Involved in configuration activities in SD module such as Configuration of Basic Functions like Pricing Procedure, Account Assignment, Partner Determination, Text Determination, Output Determination incompletion log procedure for various order types

●        Configured customer master, material master, vendor master based on the organizational structure in SD module and mapped them to CRM module.

●        Also worked on configuring CRM middleware to transfer master data and transactional data from ECC to CRM

●        Configured CRM organization structure, territory management functionality for the Westinghouse Sales Organization.

●        Configured new pricing procedure by maintaining condition types, access sequences with condition tables for pricing procedure determination. Good understanding of various pricing techniques.

●        Defined Pricing Procedure using Condition Techniques based on distribution channel and created Access sequences for Specific division with relevant discounts.

●        Designed and configured sales scenarios like order management process with order types, item categories, schedule lines, and copy control for sales and billing documents, specifying different copying requirements.

●        Worked on different billing types such as order related invoice, pro-forma invoice for sales order, pro-forma invoice for delivery, credit memo, debit memo, credit for returns etc.

●        Configured control data for customer master using account groups and partner determination.

●        Configure the SAP CRM sales transactions such as Lead, Opportunity, Quotation, sales order and its transfer/distribution to the ECC system as a part of the Order to Cash business process.

●        Involved in integration testing the end to end Order to Cash business process from the time an oppt/quote is created till the order is delivered and invoiced (ECC).

●        Also worked on downloading pricing condition records, condition types from ECC to CRM to be used in the sales transactions.

●        Configure and troubleshoot CRM Middleware issues for transferring Business Partner and Product Master data from ECC to CRM.

●        Involved in SAP CRM WEB UI configuration activities such as configuring the CRM Business Roles, configuring Assignment Blocks, creating new fields using AET, enhancing Search Results etc…

●        Configured CRM actions, Action Profiles, Opportunity Sales Assistant etc.

●        Configure Activity management (Activities and Tasks) to meet WEC business needs.

●        Configured Document templates to be used in Sales transactions to meet the WEC business needs

●        Translate the Business requirements to Functional Specification documents and prepare use Case documents.

●        Configure the Cross system Copy control settings in CRM so a CRM Opportunity is created as a follow up Quote in ECC system.

●        Configure and troubleshoot CRM Middleware issues for transferring Business Partner and Product Master Data from ECC to CRM.

●        Participate in Unit, system integration and User Acceptance testing activities.

●        Coordinate the migration of transport requests from DEV to test systems and coordinate deployment activities for Production move.

 

Project #7                            : Sept 2009 – Nov 2011

Project Title              : Enterprise Issue Management – Upgrade to CRM 7.0 from 6.0 (SAP CRM Service and Interaction Center Implementation)

Client                                          : INTEL Corporation, Folsom, CA

Position                                          : Program Lead/SAP CRM Solution Architect

Project Description              : Intel is a global leader in manufacturing of chipsets, microprocessors and computer hardware devices with offices spread across the globe. It’s IT landscape consists of multiple CRM solutions which includes both homegrown apps and packages like PeopleSoft. The IT strategy is to replace existing CRM applications with SAP CRM Service-based solution that will seamlessly integrate with internal applications and supplier systems. EIM project is a step in that direction, which includes implementation and upgrade of Service processes from SAP CRM 6.0 to SAP CRM 7.0. The functionalities include Complaints & Returns Management, ERMS (Email Response Management System), ICSS (Internet Customer Self Service) and Service Ticket Management. The project will bring efficiencies in its customer service related business processes, by reducing the issue closure turnaround time and increasing the customer satisfaction levels and reduce the returns related fraud.

 

Roles and Responsibilities:

●        Participate in business discussions and meetings to understand the requirements and review business requirement documents.

●        Conduct workshops to provide demo of the new features available in CRM 7.0 over CRM 6.0 to Intel stake holders

●        Conduct Business Blueprint sessions to map Intel’s desired business requirements/needs to the SAP CRM 7.0 Solution to come up with GAPs and FITs and propose a TO BE solution.

●        Worked on configuring Interaction center related activities such as setting up IC alerts, IC Agent Inbox search functionality, configuring IC business roles, Account Identification profile, Agent inbox profile, transaction profile,  navigation bar profile, Interactive scripting, Alert Modeler etc.

●        Conduct Gap analysis of the customized functionalities in CRM 6.0 and come up with a Road map to retain and move them to 7.0

●        Configure the SAP CRM 7.0 Application to create new Transaction types, configure partner determination procedures, setting up Org Data model, Org Data determination, Status profiles, Actions, Notifications using Smart Forms, configure activities etc.

●        Configured SAP CRM Product Set Types/Attributes to meet Intel’s business needs. Also used Set Types to drive the visibility requirement of Intel to restrict the ICSS access for partners based on parameters such as Customer ID, Country, Geo, Product Family, Customer profile etc.

●        Coordinate with the Intel Depots worldwide to define a unified business process to integrate the returns (Complaints) transaction with the Depots and design bi-direction interfaces for seamless data integration.

●        Involved in test cases preparation, validation and defect logging.

●        Work with SAP America to report issues faced during upgrade via OSS messages and apply OSS notes provided by them in the new SAP CRM 7.0 system.

●        Configure the Service Ticket transaction type and configure the Categorization Schema for the same.

●        Report the Status to the Infosys and Intel Executive management teams on a quarterly basis and highlight and Risks, issues and mitigation strategies. 

●        Involved in testing activities, deployment activities and production support activities.

 

Project #8                            : Mar 2009 – Sep 2009

Project Title              : Implementation of Demand Side Management Solution and Interaction Center

Client                                          : Southern California Edison, Los Angeles, CA

Position                                          : SAP CRM Functional/Project Lead

Project Description: Southern California Edison (SCE) is one of the largest electric utilities in the United States, and is the largest subsidiary of Edison International. SCE provides electric service to 12 million individuals in 835 cities and communities.  This project is about implementing SAP CRM 7.0 Marketing, sales and service processes to replace the existing legacy applications to provide a consistent and unified customer Service experience, Service Contracts management, provide insights into customer behavior thereby providing up-sell/cross sell opportunities, enable SCE to alert the customers during peak usage periods and encourage them to participate in DSM program etc.

 

Roles and Responsibilities:

●        Understanding the business processes, developing conceptual design for Demand Response and Energy Efficiency programs

●        Participate in business discussions, blueprinting meetings to map SCE’s business process to SAP CRM standard processes across Sales and Service Modules

●        Involved in in the preparation and review of the functional specifications for leads, Opportunities and Sales contract transactions to map them to the SCE’s energy efficient programs

●        Conduct workshops with the business users to develop use case scenarios

●        Designed and configured Lead, Opportunity, Service Contract business processes

●        Worked on configuring Interaction center related activities such as configuring Account Identification profile, Agent inbox profile, transaction profile, navigation bar profile, Interactive scripting, defining Surveys etc.

●        Configured Alert Modeler and customized Agent Inbox quick search functionality to enable searching by Categories, Item categories, multi-level categorization etc.

●        Lead the offshore development team to develop Technical design and customizations from the detailed functional specifications

●        Prepare Unit and System test cases and coordinate system testing and defect tracking activities

 

Project #10                            : July 2007 – Mar 2009

Project Title              : PeopleSoft Contact Center Implementation with CTI Integration

Client                                          : AT&T, Saint Louis, MO

Position                                          : Team Lead

Project Description              : This project deals with the development of enhancement requests for the PeopleSoft CRM Customer Care and Order management Suite of Applications. The Applications are based on PeopleSoft CRM 8.8 Suite and Oracle 10g as the database. This application is very complex in nature and involves integration with a third Party Ordering, Billing, fulfillment and Data warehousing applications and also with a CTI Solution. It also provides 360 degree view of the customer and has very stringent SLAs for responses times. It is a mission Critical Application accessed by 5000 agents across the Globe with a peak load of 1000 users and is expected to be available 99.999% of the time.

 

Roles and Responsibilities:

●        Participate in Business requirements gathering sessions and drafting Functional Requirement documents.

●        Configure the PSFT CRM Call Center Application for Case mgmt functionality, 360 degree View, Interactions, and provide inputs for the technical team to design and develop Pages, Components and Interfaces.

●        This project includes Genesis’ CTI Integration solution with PeopleSoft and my involvement includes testing the solution and configure interactive scripts based on PeopleSoft CRM.

●        Coordinate the development activities for all projects assigned to Infosys with a team size of 10

●        Provide technical leadership for onsite and offshore team, assign and review the work of developers and functional consultants.

●        Manage Customer expectations and meet Quality Goals as per the SLAs between AT&T and Infosys.

 

Project #11                            : May 2006 – Jun 2007

Project Title                            : Presales for CRM Projects from offshore Development center, INDIA

Client/Work Location              : Infosys, Hyderabad, India

Position                                          : Presales Consultant/Senior Project Manager

Roles and Responsibilities:

●        Worked as a presales consultant responsible for presales activities for PeopleSoft CRM and Oracle CRM portfolio projects in Infosys CRM Practice

●        Responsible to initiate and coordinate the knowledge management and training development activities Anchor Presales and proposals for new opportunities in the CRM practice

●        Involved in preparing prototypes for customers as a part of presales process.

 

Project #12                            : July 2005 – April 2006

Project Title                            : Sap CRM Implementation for Hospitality Software Solutions Company

Client                                          : Newmarket International, Portsmouth, NH

Position                                          : SAP CRM Lead Functional Consultant

Project Description              : Newmarket International (NI), a leading provider of software for Hospitality Industry has partnered with SAP to integrate its Delphi Sales and Catering product with mySAP CRM to deliver a new CRM solution for hospitality companies. Newmarket has partnered with Infosys for the development of the mySAP CRM for Hospitality and also to provide assistance in further implementations.

This project is about implementation of the mySAP CRM Account and Contact Management, Lead and Opportunity Management, Activity management modules. Another key component on this implementation is integration of mySAP CRM with Newmarket’s hosted Solution MeetingBroker. MeetingBroker currently plays the role of a middleware to exchange the leads information between the Hotels’ National Sales offices and the Properties.

 

Roles and Responsibilities:

●        Working as a SAP CRM Consultant representing the Infosys team and working with the Newmarket product managers to define the mySAP CRM for hospitality Solution scope, features, timelines and coordinate the development of the product.

●        Participate in discussions and meetings with Newmarket’s Business Leads/users to capture and study and define the Business requirements.

●        Coordinate the System Appreciation Study to capture existing systems functionality, desired requirements/features, study the existing systems and tools supporting the business functions

●        Identify Hospitality specific business requirements and study the SAP CRM fitment analysis and propose solutions and workarounds for the GAPs.

●        Worked on configuring Partner functions, activities, interactions, Sales methodology to make them suitable for the Hospitality Industry.

●        Configured Opportunity Survey/questionnaire as per Newmarket’s requirements.

●        Facilitated the integration requirements from the SAP CRM perspective to build the Integration between SAP CRM Opportunity module and the MeetignBroker Application to exchange Accounts & Contacts

 

Project #13                            : January 2005 – May 2005

Project Title              : Implementation of Customer Interaction Center Prototype for a French

              Wireless Company

Client                                          : Wavecom, Paris, France

Position                                          : Functional Consultant/Business Analyst

Project Description              : Wavecom is a French Wireless solutions Company headquartered in Paris, France with branch offices in Tokyo and Seoul and subsidiaries in Hong Kong and San Diego, California. Wavecom was undergoing an organizational restructuring program and as part of that desired to enhance their customer service & help desk operations in terms of processes & tools to satisfy those processes. This project was to study and evaluate various Business Processes and Applications within the Customer Service and Support segment, identify the bottlenecks and common processes and to propose a Suitable CRM Customer Interaction Center Solution which meets Wavecom’s Objectives and goals.

 

Roles and Responsibilities:

●        Responsible for conducting Business discussions and meetings with various groups across US, EMEA and APAC regions to study the desperate business processes followed and Applications/tools used in each of the regions.

●        Propose a feasible common Business Process for the SAP CRM Customer Interaction Center that can be followed among all the 3 regions and bring the Business users into consensus by brainstorming the pros and cons of each option.

●        Suggest the Best of the Breed CRM Business processes and practices and advise the users on how this would help them improve their current processes and systems.

●        Configure the Interaction Center scripts specific to the Business needs to work with the WIN Client (The requirement is to trigger a specific script based on the region of the customer).

●        Customize Interaction center screens as per Business requirements (Hiding, deleting and adding new tabs).

●        Configure the settings for Agent Inbox and navigation Area as per the Business requirements

●        Configure IC Win client profiles and assign them to specific Organizational Unit

 

Project #14                            : Mar 2004 – October 2004

Project Title                            : Sales to Cash Process Reengineering for US Telecom major, Equant

Client                            : Equant, USA             

Position                            : Functional Consultant

Project Description              : This is a Business process reengineering project to study the customer's exiting Sales to Cash business Processes and recommend a Solution to fix the bottlenecks, process inefficiencies and system issues.

 

Project #15                            : April 2003 – January 2004

Project Title                            : PeopleSoft CRM and SCM Implementation

Client                                          : Living Media India Ltd, New Delhi., India

Position                            : Lead PeopleSoft Functional Consultant

Project Description              : Living Media India (LMI), part of India Today Group, is the largest magazine publisher in India. There were multiple systems, which do not communicate with each other, and hence real time, consolidated information is not available, thus resulting in delayed decision making and poor customer service. The Objective of this project is to implement PeopleSoft CRM and SCM suite applications to integrate LMI’s Sales, distribution, Support and Marketing operations to address the above challenges.

 

Project #16                            : July 1999 - March 2003

Worked as PeopleSoft developer to implement and support various projects for customers such as Apple, GE, Xerox, Best Buy in Customer Service, Depot repair and Logistics modules.

 

Training Programs Attended

1.       Project Management Professional (PMP) Training, Jan 2009

2.       SAP CRM training program conducted by SAP Education in Hyderabad, India, November 2004.

3.       Clarify Training Conducted by GE ICS at Salem, VA during July 1998

4.       SEI - CMM 5.0 Training Conducted at Seepz, TCS, Mumbai.

5.       Project Leaders Training Conducted by TCS- Borovalli, Mumbai.

6.       PeopleSoft training conducted by TCS – Bangalore

7.       SAP HANA Training, Nov 2014