SAP CRM Functional Consultant
RESUME
(MARKETING, SERVICE, IC, MIDDLEWARE)
XYZ, MBA
SAP Consultant (SAP CRM FUNCTIONAL)
Mobile no.+91XXXXXXXXXX
Email:xyzcrm@gmail.com
CAREER OBJECTIVE
To be in a position that calls for handling entire responsibility of a multi-national Organization with major responsibilities that will effectively utilize my communication, leadership, and organizational skills to its growth and development through smart work and dedication in the field of SAP as CRM FUNCTIONAL CONSULTANT where I can share and enrich my knowledge.
WORK SUMMARY
- SAP CRM consultant with above 3 years of experience in implementation and support of SAP CRM in that 1 implementations and 2 production support.
- Having sound knowledge in customizing and configuring the Basic functions like Organizational data determination, Partner processing, Transaction Processing text determination, Activity management, Territory management, status profiles and Action profiles.
- Proficient in configuring and customizing the key concepts of Marketing which includes Marketing planning and campaign management, Trade Promotion Management, Personalized mail forms, Marketing calendar, Segmentation and Lead management.
- Well versed in Configuring and Customizing the key core concepts of Service such as Service Process, Installed base Management, return and Complaint management, warranty claims, IC Profiles.
- Experience in Web client such as Agent Inbox, Interaction Record, CIC-Web client profile, Business Transaction profile , Navigation Bar, Transaction Launcher , Broadcast Messaging , Interactive scripting.
- Configuring and customizing IC win client profiles such as Customer Interaction Center profiles, component, configuration, action box configuration, interactive scripting, reminder scripting
- Good functional Experience of Middleware in BDOC’S, data exchange between ERP backend & SAP CRM, and consistency & monitoring of the data exchange.
- Experience in WEB UI.
- Has in-depth Business and industry knowledge in CRM processes.
- Excellent verbal and written communication skills in order to facilitate business and technical discussions and document solutions.
TECHNICAL SKILLS
ERP : SAP- CRM (4.0v, 5.0v, 6.0v)
Operating Systems : Windows NT/98/XP/2000/Server 2000/VISTA
Tools : Ms-Office
WORK EXPERIENCE
- Worked for Mphasis Chennai from Dec 2008 to till date
- Worked for Mphasis Chennai from Sep 2007 to Nov 2008
- Worked for Patni computers from Sep 2006 to Aug, 2007
Project Details
Client : Allied Irish Banks
Role : Team Member (Support)
Environment : My SAP CRM 6.0
Business Areas : CRM
Responsibility : SAP Consultant (SAP CRM)
Client Profile:
Allied Irish bank is a major commercial bank based in Ireland. AIB is one of the so called Big Four commercial banks in Ireland. The bank has one of the largest branch networks in Ireland AIB offers a full range of personal and corporate banking services. The bank also offers a range of general insurance products such as home, travel, and health insurance. It offers life assurance and pensions through its wholly owned subsidiary, Ark Life Assurance.
Internationally, AIB operates mainly in the United Kingdom (as Allied Irish Bank (GB) and First Trust Bank in Northern Ireland), and Poland (as BZ-WBK). It also owns a 22.5% stake in M&T Bank in the United States. At the beginning of 2008 AIB entered the Latvian, Estonian and Lithuanian markets by acquiring Am Credit mortgage finance business from the Baltic – American Enterprise Fund.
Responsibilities/Deliverables:
- Handling various tickets of client’s issues, Ticket resolution as per priority.
- Maintenance of Organization Determination Rules and Territory Levels due to dynamic situations during support.
- Change in User Roles & Authorizations for managing access controls.
- Customized New Marketing Planning, Basic campaign configuration, Delta issues raised by the client.
- Configured the Personalized Mail Forms and change the Lead Management workflows.
- Solved various issues in the Marketing Department.
- Solved issues in
- Middleware such as creation of BDOCS, data exchange between ERP backend & SAP CRM, and consistency & monitoring of the data exchange.
- Involved in configuration and customization of Agent Inbox, Interaction Record, CIC Web client profile, Business Transaction profile .
- Involved in concepts Navigation Bar, Transaction Launcher , Broadcast Messaging , Interactive scripting.
Project Details
Client : ZELLERS Inc, Canada
Role : Team Member (Implementation)
Environment : My SAP CRM 5.0.
Business Areas : CRM
Responsibility : SAP Consultant (SAP CRM)
Client Profile
Zellers Canada offers a huge selection of electronics, televisions, LCD or Plasma, grocery, home items. Zellers is the mass merchandise retailer of the Hudson’s Bay Company and is a leading Canadian mass merchandise department store chain with 279 locations in communities nationwide. Offering customers clear value and price competitiveness on national and private brand merchandise is Zellers’ top priority. Zellers will see greater focus on branded apparel, improved customer service and a future roll-out of new 125,000 square foot prototype stores.
Responsibilities/Deliverables:
- Evaluated SAP CRM system.
- Customized the master data that includes, organizational structure, Business Partners, Products, and created territory management.
- Facilitated in design and implementation of Organization model.
- Performed the required customizing settings for Partner processing and activity management.
- Worked on segment builder and business partner segmentation and created different target group.
- Created marketing attributes and attribute sets. Assigned attribute sets to business partners.
- Created Marketing plans and Promotions.
- Configured campaigns, campaign types, campaign elements and assigned target groups.
- Assigned Product proposals to Particular campaigns.
- Maintaining Customizing settings for Campaign Automation, Campaign Execution process.
- Configuration of service order management such as service order quotation, service employee resource planning, service confirmation processing.
- Customized service agreements, service contracts, service level agreements.
- Created the complaints managements this includes complaints and returns.
- Customizing warranty claims.
Project Details
Client : SingTel, Singapore
Role : Team Member (Support)
Environment : My SAP CRM 4.0
Responsibility : Associate Functional Consultant,
Client Profile
SingTel is an Asia’s leading communication group with operations and investments in more than 100 countries and also territories around the world. Serving both the corporate and consumer markets, the SingTel Group is committed to bringing the best of global communications to customers in the Asia Pacific and beyond. With significant operations in Singapore and Australia (through wholly-owned subsidiary SingTel Optus), the Group provides a comprehensive portfolio of services that include voice and data services over fixed, wireless and Internet platforms. It is a major investor in many of the world's most sophisticated submarine cable and satellite systems. The Group is the second largest satellite operator in the Asia Pacific.
Responsibilities/Deliverables:
- Handling various tickets of client’s issues, Ticket resolution as per priority.
- Handled tickets regarding Business Partner, Organization model
- Solved issues regarding campaign elements, types, tactics, objectives also worked on segmentation
- Configured and added new target groups through segment builders
- Configured the system for Field Campaign Management through Marketing
- Created several new roles for CIC force in the area of marketing campaigns, and product campaigns
- Configured the personalized mail forms.
- Consulted with Marketing Department for various issues regarding customer response handling, campaign and promotion.
- Configuring and customizing IC win client profiles such as Customer Interaction Center profiles, component, configuration, action box configuration, interactive scripting, reminder scripting.
EDUCATIONAL BACKGROUND
- Master of Business Administration (MBA) Specialized in MARKETING
- Bachelor of Commerce (computers and accountancy).
Date:
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