OVERVIEW

·    6 years’ experience implementing SAP CRM Sales, Marketing, CRM Service Management, CRM Interaction Center (CIC), SAP BI Reporting and SAP HANA Reporting

·    Marketing /Sales /Lead /Opportunity Configuration includes: Campaign Management, Lead Management, External List Management, Marketing Plans, Customer Segmentation, Campaign Automation, Personalized Mails, Integrating Lead - Campaign Management.

·    Sales Configuration includes: Contact, Opportunity Management, Pipeline Performance Management, Quotation, Sales Order and Sales Contracts, Sales Cycle.

·    Configuration and Design expertise with CRM Sales and CRM Service. Configuring the Design expertise with integration ECC-SD with CRM for both Sales and Service scenarios.

·    Worked with the team on successful implementation of functional and technical components of Business Intelligence (BI) reporting solutions using SAP HANA In-Memory Computing

·    Worked with the team on Web Intelligence Reports – Info View, Crystal Reports 2013, and SAP Lumira

·    Worked with the team on performing HANA implementation with extensive HANA modeling of Attribute Views, Analytic Views and Calculation Views as per the Business requirements

·    Configuration expertise in the areas of Order Management, Billing, Availability Check and Credit Management.

·               Functional Configuration experience in CRM Service in the areas specialized in Install Base, Complaints & Returns, Service Contracts, Service Order Management, Warranty and In-House Repair.

·               Worked on Service Contract and Service Contract Quote Components to automatically populate the IBASE and IOBJECT for a selected IBASE Component.

·               ICWebClient – Experienced in configuring Agent Inbox, Interaction Record, Transaction Launcher, Alert Modeler, Call List management, Customer fact Sheet, Navigation bar settings, Broadcast messaging, Surveys and Interactive scripts.

·               CRM WEB UI Configuration includes: Business Roles for various Business Partner Types and Navigation Bar Profiles. Experience in designing and enhancing Web UI components for the CRM Alert Framework, added custom Pricing fields on the WEB UI for CRM Opportunities using the AET Tool.

·    Experience in configuring complex Pricing Procedures with custom Access Sequences and Condition Table, creating condition types, condition records, creating formulas and assigning these to Condition types.

·    Customized Billing types. E.g. periodic billing or milestone billing and created billing documents in sales and service transactions. Worked on new Billing plan date determination rules, changed date rules and assignment of date rule to date profile.

·    Experience in SAP CRM Middleware integration with ECC as worked on configuration of middleware setup for Administration Console, Data Loads for master data download and transfers in the form of BDocs as well as initial and delta loads. Enhancements using BADIs and User Exits.

·    Proficient in configuring various scenarios in CRM using Account Management, Organization Management, Transaction Types, Item Category Determination Procedures, Partner Determination Procedures, Status Management, Activity Management, Text Management, Date Profile, Action Profile, Pricing, Product Categories, Products.

·               Knowledge of ABAP and the ability to effectively bridge the gap between Functional and Technical Areas in a Project.

·    Experienced in leading Test cycles, end user/super user training, change management, documentation and providing post go-live support.

 

SKILLS:

 

 

EDUCATION:

• MBA in Marketing – Johnson and Wales University; Providence, RI

• B.Sc. in Information Technology – University of Mumbai; Mumbai, India             

                                                

PROFESSIONAL EXPERIENCE:

 

Project Client: Warner Bros Entertainment Inc.; Burbank, CA     November 2012 - Present

Role: SAP CRM IPM Consultant

 

Responsibilities:

Worked on WBEI’s Project COSMOS to replace the aging, fragmented legacy system that support Warner Bros. (WB) Domestic Television Distribution (WBDTD) and International Television Distribution (WBITDI) two of the distribution business of WBEI, with a solution that brings key processes in the areas below onto the common WBEI Enterprise SAP technology platform.

 

·   Involved in Designing, developing, enhancement, implementation, testing and provided post go live support of Warner Brothers SAP CRM IPM Application on HANA Platform.

·   Managed and resolved issues for RICEF components during design, build and testing phases

·   Interacted with various members of the team including Business Users and Managers during SIT and UAT phases for getting the requirements and gaining sufficient knowledge of the application.

·   Created and Maintained Organizational Structure and Business Partners.

·   Handled Deals (Sales Contracts) and Complex Deals Work Packages (Period years, Royalty Categories, Rate Cards, Revenue Distributions, Right Scopes, Royalty Scopes, Wrapper Functionality)

·   Worked on Mass Maintenance Tool and Change Order transactions.

·   Worked on Material Delivery Requests in XML Documents

·   Worked on the implementation of CRM-IPM and BW integration solution for extraction of data from Deals, Rights, Release Windows, Rights Groups (Contracts, IPs, Rights Management)

·   Worked on Business Intelligence (BI) Web Intelligence Reports - Info Views, Desktop Intelligence, Crystal Reports 2013 and SAP Lumira

·   Worked closely with SAP HANA data modeling and implementation of Attribute Views, Analytic Views and Calculation Views as per the Business requirements

·   Involved in cutover activities to perform manual tasks.

·   Worked on Resolving User Identified and Design Tickets in ITSM

·   Worked with SAP CD (Customizing Development) and SAP AGS (Active Global Support) Teams in order to resolve customizing related issue and worked on OSS (online service system) Notes to for Standard SAP IPM Application issues.

 

 

Project Client: Abbott Laboratories; Chicago, IL                             May 2010 – October 2012

Role: SAP CRM Consultant

 

Responsibilities:

Worked in SAP CRM 7.0 consultant in Service and CIC WebClient. The company sought the SAP CRM Service and the Customer Interactive Center WebClient functionality for 90 countries in order to resolve HR issues.

·   Gathered requirements, worked on architecture and designed documents based on project scope

·   Participated in creating blue print, design, configuration and implementation of the solution

·   Conducted GAP Analysis to identify the functional deficits

·   Worked on CRM Pricing Procedures by creating Condition types, Condition records, customizing Access Sequences and Condition Tables.

·   Designed Condition Types for Customer Warranties. Designed and Configured Pricing Agreements for Extended Warranty Contracts. Loaded Pricing elements from ECC to CRM.

·   Configured the Interaction Center for Service Tickets creation

·   Setup Number Ranges for Service tickets and Interaction records

·   Configured the business role, navigation bar profile, business transaction profile, interactive scripting and email profile for an IC Agent

·   Configured Agent Inbox, Quick Searches, Alerts and setup Inbound/ Outbound email distribution

·   Worked closely with CRM Security for appropriate assignment of Single and Composite roles to the IC Agents

·   Configured the various customized CRM Service Transaction types viz. Service Orders, Service Contracts and Service Confirmation.

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·   Designed and Configured SAP CRM based Business Process for Complaints/Returns and In-House Repairs. Effectively integrated Customer Warranties inside a In-House Repair through various Item Categories

·   Enhanced the Service Contract and Service Contract Quote Components to automatically populate the IBASE and IOBJECT for a selected IBASE Component.

·   Worked on techniques to maintain pricing configuration both in CRM and ECC.

·   Designed and Configured ECC Pricing Procedure for a Debit Memo Request and downloaded it into CRM. This enabled the CRM Service Contract with the Billing Plan to replicate to ECC. Configured the corresponding Billing transactions in ECC

·   SAP CRM Middleware integration with ECC as worked on configuration of middleware setup for Administration Console, Data Loads for master data download and transfers in the form of BDocs as well as initial and delta loads

·   Defined partner functions, access sequences and partner determination procedure

·   Created the complete Organizational structure and assigned business roles to positions

·   Setup the categorization Schema and configured multiple categories, statuses, SLA’s and service order templates for Service Tickets

·   Implemented 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

·   Worked closely with B/W personnel to generate necessary header and item level reports for service tickets

·   Worked on ECC and CRM Integration for the employee upload from ECC to CRM

·   Documented & reported the use of implementation techniques & practices adopted

Project Client: Lenovo; Raleigh, NC                November 2009 – April 2010

Role: SAP CRM Functional Consultant

 

Responsibilities:

As a part of the Core team member, have been involved in all phases and worked on the functionality and adding new developments according to clients business process

·   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 Configured the CRM Sales Order Consolidation Process to consolidate multiple CRM Quotations into CRM Sales Order. Designed the corresponding Process to achieve a Full Truck Load (FTL) in the CRM Order. Designed the CRM Web UI based application to Consolidate Multiple Quotations into Sales Order

·   Facilitated copy control for Sales and Billing documents

·   Configured SAP CRM Quotation Management with relevant Transaction Type, Item Categories, Date Profile, Status Profile and Action Profile. Designed and configured SAP CRM Sales Contracts to be used by various partner entities

·   Configured Service Contract, Service order, and Service Confirmation and Repair order business transactions using custom transaction types, item categories, partner determination procedures, action profiles

·   Designed and developed ECC Pricing Procedure and downloaded it to CRM. The Pricing Procedure in ECC was determined for a Sales Order to facilitate replication of the corresponding CRM Complaint into ECC. Designed and configured the follow up Delivery and Goods Issue process in ECC-SD

·   Configured Business Roles, Authorization roles, Work Centers in Navigation bar customizing, Role configuration keys for role dependent content for different Business User groups

·   Extensively worked with CRM Activity Management to achieve effective communication between various Lenovo entities during Order Consolidation. Configured various Sales Activity Journals to record information from Telephone Calls

·   Configured Transaction Types, Item Categories, Status Profiles, Partner and Text Determination Procedures, Organization Profile and Partner Determination Procedures in support of Lenovo domestic and international commodity distribution programs

·   Designed and Configured Custom Condition Types and Pricing Procedures. Configured the Middleware Object to load the Custom Condition Types, Pricing Procedures and Condition Tables from SAP ECC to SAP CRM

Project Client: Angiodynamics; Queensbury, NY                Sept 2008 – Oct 2009

Role: SAP CRM Consultant

 

Responsibilities:

Worked in SAP CRM Sales Orders and Opportunity management, CRM Complains and Returns, CRM Service Orders and Service Contracts, CRM Middleware, SD-MM

·   Involved in Managing the project through Design, Build and Test Cycles for the CRM Sales and CRM Service Scenarios

·   Experience with Detailed Business requirements Gathering and conducting Design Sessions with the Business folks

·   Designed and Defined CRM Service Cycle to implement Business Requirements

·   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

·   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

·   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 Enhancements for the CRM_COND_COM_BADI to simulate the Pricing in the Opportunities in real Time based on various pricing Discounts

·   Designed the process of Installation and Maintenance of Angiodynamics Products at Customers Premises through Installed Bases (IBase), IBase Components and IObjects

·   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

·   Involved in creating CRM Transaction Types, Various Item Categories, Item Category Determination, Text profile, Status Profiles and Date Profiles for various CRM Sales and Service Transactions

·   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

·   Defined and Configured ECC Document Types, Item Categories and Item category Assignments to Fulfill CRM Sales Order

·   Designed and Configured SAP CRM based Business Processes for CRM Service 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 CRM Service Contract. Configured Service Profile and Response Profiles

·   Designed and Configured various CRM Business WebUI Roles, Layout Profiles, Function Profiles (Initial IC Scenario) and Navigation Bar Profile