SAP CRM Certified Consultant

 

madhan.r.2506@gmail.com

 

Summary:

 

•          Over 10+ years of experience on SAP CRM with involvement in all stages of implementation process, testing configuration, testing RICEFW objects and enhancements.

•          Able to translate business objectives into clear Blue Print, functional and technical requirements.

•          Adept in all phases of project, from Project Preparation till Go-Live and Support.

•          Conduct Product Awareness / business case study workshops for the Customer IT Team and Business.

•          Good Experience working on SAP CRM IC, TPM, IC WebClient, E-Commerce, Mobile Application, Sales, Marketing, Service, CTI, and Middleware.

•          Worked on Integration of SAP CRM with SAP ECC, BW and 3rd party applications.

•          Worked on CRM Business Roles Configuration, WebUI Component Enhancement, Navigation Bar Profile, Layout Profile, Technical Profile, and Role Configuration Key Profile, Data Migration, Enhancements.

•          Experience in analyzing business specification documents, developing Test Plans, Test Strategy, Test Scope and defining Test Cases and Automating Test Scripts.

•          Self-Motivated in handling the work assigned and in adherence with SLA deliverables and meeting deadlines.

•          Work well under pressure, comfortable working with teams and dealing with customers.

•          Efficient team Player with excellent communication, interpersonal, presentation, negotiation, problem solving & mentoring skills and analytical and leadership capabilities.

 

Education & Certifications:                                         

•          Master’s in Business Administration (MBA) – Marketing

•          SAP CRM 7.0 Certified Consultant.

 

SAP Project Experience - Detail:

 

Kellogg’s, Battle Creek, MI                                                                                                                                 Sep 2014 – Till date

Role: SAP CRM TPM Analyst

Responsibilities:

 

•          Working on Trade Promotion Management (TPM), Trade Funds Management (TFM), Trade Claims Management (TCM) and prototype on Market Development Funds (MDF)

•          Currently involved in preparing the Business process and configuration of Accelerated TPM with BW-HANA using CRM 7.0 EHP 2 spanning multiple SAP systems such as SAP CRM, BW-IP, ERP, CO-PA

•          Received the completed end to end developments and enhancements done till date on SAP Accelerated Trade Promotion Planning powered by SAP HANA

•          Received knowledge Transfer from Business of the existing Trade Promotion Management.

•          Integration System Testing (IST), User Acceptance Testing (UAT) and Regression Testing.

•          Preparation of test plans, which specify testing overview, testing approach, testing strategy, roles & responsibilities and scope

 

Lenovo, Raleigh, NC                                                                                                                              July 2013 – May 2014

Role: Sr. SAP CRM Functional Consultant

Responsibilities:

 

•          Worked on Installed Base, Service Request, Service Order, Service Confirmation, Service Agreements, Customer Service and Support, Field Service Management, Complaints and Returns, Pricing Procedure, warranty, Cross functional integration like debit memo, credit memo, and Logistics integration, CTI Integration, Middleware and Pricing.

•          Worked on Change Requests and Enhancements. Built strong relationships with Business Users.

•          Able to reduce 40% of operation tickets.

•          Analyse the biz trend trends and report back to Senior Management.

•          Identify and foster growth of key talent for team lead and potential management opportunities

•          Foster communication and teamwork between Operations & Technical Platform and business Counterparts.

•          Designing the system based on the requirements

•          Worked on IC Web Client: Business Roles, Navigation Bar Customizing, Transaction Launcher, Enhancements, AET Tool,

 

MARS, Slough,UK                                                                                                                                            Aug 2012 – Feb 2013 

Role: Sr. SAP CRM Functional Consultant

Responsibilities:

 

•          Web shop Management, Product catalog configuration for Internet sales, Order Management.

•          Master Data – Organization Maintenance, Territory Maintenance.

•          Configuration related to Subject Profile for Service Orders.

•          Co-ordinate with SKY mobile team for handing Tech Mobile service for UK, DE and FR markets.

•          Middleware (CRM and SAP R/3 connectivity) configuration and setup with administration and monitoring for error handling

•          Performed Load Requests for Customers, Materials, Plant, BOM, Condition Objects.

•          Assigned specific CIC profiles to the positions in the organizational model.

•          Worked with technical aspects of pricing procedures, condition records, accesses, prices, discounts, surcharges and Taxes.

•          Worked on Service Orders, Confirmations, Warranties, Complaints and Returns.

•          Case Management, Product Classification, ERMS, Email, web-form setup.

•          Business Roles, Component Workbench.

•          Requirement gathering from the Mars markets (business user) on regular basis.

•          Weekly calls with SAP for open OSS messages and prioritize them according to market needs.

•          End to End progressed Functional release of new developments to production.

•          Preparing a global Template for SAP CRM roll out.

•          Conducting workshops with Implementation Team, business and Support team on the existing process.

•          Listing out GAPS in Documentation and in process.

 

 

DREC, Dubai, UAE                                                                                                                                            Sep 2010 – July 2012             

Role: SAP CRM Lead

Responsibilities:

 

•          Configured Marketing Plan and Campaign Management. Capturing Leads from Portal and 3rd party applications to SAP CRM.

•          Campaign Automation, Lead and Opportunity Management, Quotation Management, Order Management, High volume segmentation.

•          Configured IC Web Client Profiles, which includes Account Identification profiles, Business Transaction Profiles, Navigation Bar Profiles, and Remainder Alert, Involved in the setup of E-Mail in Box. Developed and maintained interactive script structures. Category Modeler, Rule Modeler

•          Middleware: Replication Org Structure, Customer, Employee, product, Transactions, Pricing from ECC to CRM System.

•          Service Request Management: Configured Installed Base, Service Contract, and Service Order.

•          Configured Transaction types, Item Categories, Item Category Determination. Configured Profiles, Partner determination, Date profile, Status profile, Org Data Profile.

•          Conduct Training for users

•          Used supporting tools Solution Manager.

•          SAP CRM Avaya CTI integration and Groupware integration.

•          Performed user acceptance test, ensuring that business processes and requirements are met.

•          Created the test plans, test scripts, used quality center for defect tracking.

•          Involved in defect tracking, impact analysis and maintaining traceability matrix.

 

Volvo, Bangalore, India                                                                                                                              May 2007 – Aug 2010             

Role: SAP CRM Functional Lead

Responsibilities:

 

•          Involved in the Project requirements gathering workshops till Project Go-live and support.

•          Focus on process requirements to review and validate current “baseline” scope understanding

•          Configured Marketing and Campaign, Segmentation, Lead, External List.

•          Configured opportunity, Activity, Quotation, Sales Order, Pricing, middleware.

•          Configured IBase, Service ticket, service order, service quotation, Knowledge Management.

•          Configured product catalog, replication of product catalog.

•          Actively liaised and communicated ideas, events and project milestones, between Global Support Centres for CRM Support.

•          Organized team meetings, provided project updates and status reports, coordinated workloads, fostered relations in a multicultural, cross-functional environment on behalf of a Team.

•          Responsible for issue analysis and solution delivery, for CRM Internet Sales, in a production environment. Issues included areas in Condition Generation, Partner Processing, Organizational Management, Status/ Action Management downloading the catalogue from R/3 to CRM.

•          Managed issue resolution activities, including gap identification, with regard to system behaviour and desired business output, analyzing solution impact & solution implementation, transport management and OSS note implementation, seamless coordination with user to verify fulfilment of requirement, solution presentation and end user education.

•          Performed other support actions like understanding system capabilities, job monitoring and fixing activities for daily background jobs, knowledge management through initiating a solution bank, preparing customized technical documentation and presentations on business processes, procedures and work instructions to business.

•          Handled several change requests in CRM.

 

Exide, Bangalore, India                                                                                                                               Oct 2006 to Apr 2007             

Role: SAP CRM Consultant             

Responsibilities:

 

•          Configure and implement CRM functional modules, encompassing sales planning, order management, account and contact management, and commission management.

•          Collaborate with technical, production, and design teams to create Web and e-mail campaigns and solutions. Define technical designs and develop and implement test plans.

•          Configured Organizational model, mapped account groups for transfer of business partner master data from R/3 to CRM

•          Enhanced products in CRM – with their categories and hierarchies and assignment of set types and attributes.

•          Maintained and setup territory structure for determination of the employee responsible.

•          Setup partner processing for determination of partner functions in transaction types.

•          Configured basic functions like incompletion procedure, text management, status management, action profile

•          Worked on marketing planner prepare marketing plans and campaigns

•          Worked on segmentation of business partner.

•          Configured lead management and defined the lead qualification levels according to the requirements

•          Configured Campaign Automation Process.

 

Aarati Industries, India                                                                                                                               Apr 2002 to Aug 2006             

Role: SAP CRM SD Functional Consultant

Responsibilities:

 

•          Worked on SD - Partner functions, Sales Orders and configuration for Material and Customer Master.

•          Configured Sales, Delivery documents and set up number ranges for different document types.

•          Created Item proposals, Material determination, Bill of Materials (BOM) and Super BOM for Variant Configuration.

•          Set up the Base configuration and Organization model in CRM, Created number Range objects and HR integration for Organization model

•          Created and assigned the IC profiles to the positions in the Organization structure

•          Configured different Master Data components - Business Partner roles, Partner Functions, Relationship categories and number range objects.

•          Set up segment builder, BP segmentation and target group.

•          Configuring transactions-Activity management, Opportunity management, and Lead management.

•          Configured Sales Order, Delivery and Billing documents in R/3 and Replicated Sales orders from CRMóR/3 by setting up External Number ranges for Replicated Sales Orders to R/3.

•          Middleware Setup for Master and Transaction data replication

•          Involved in all the phases of testing - Integration Testing, System Testing and UAT

•          Business Process documentation and End user training.