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SAP Implementation and Management Architect - CRM/ECC

Location:
United States
Posted:
November 23, 2015

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Resume:

Shiloo Patel

acska1@r.postjobfree.com

201-***-****

www.linkedin.com/in/ShilooPatel

Profile

Certified SAP-CRM/ECC Consultant with more than 13 years of experience in CRM and ECC modules. Very comfortable with all aspects of mapping and customizing to suit customers’ requirements. Capable of handling both, life cycle implementations and frontline support in post go-live environments. Experienced in delivering standard and custom solutions, with exposure to multiple country rollouts for Clients.

A seasoned professional with practical experience and a solid understanding of a diverse range of Business Applications, including IT applications, sales & distribution, customer relationship management, team management and quality assurance. Exceptional communicator with a consultative style, strong SAP CRM/ECC skills, exceptional problem solving abilities and a keen client needs assessment aptitude.

Areas of Expertise including Implementation Experience

CRM Web UI / Web CIC and Backend processes.

CRM and R/3 OTC processes.

CRM Sales, Service, Marketing Modules implementation knowledge and experience.

CRM Billing and all aspects of CRM Pricing and R/3 Pricing including IPC set up and troubleshooting.

CRM Middleware and all aspects of Data Integration between CRM and ECC, PI, BI/BW, Legacy Systems.

CRM and R/3 Master Data.

CRM Solution Manager Experience.

CRM Trade Promotion Management Experience.

C4C50 SAP Cloud For Customer with CRM/ERP integration

CRM Mobile Sales and Service

Skills and Experience

SAP Certification and Experience

Certified - SAP R/3 4.7mySAP-SCM-Order Fulfillment Consultant.

Certified - SAP CRM 4.0 my SAP-CRM –Telesales- (CR100- Base Customising,

CR300-Sales, CR400/410-CIC Win Client/Web Client IC).

SAP Training - Records Management for Public sector.

SAP Training - CR580 – CRM 2007 Web UI.

SAP Training –BC400 –SAP ABAP Basics

SAP Training –ICP600- SAPCRM 7.0 EHP1-SAP CRM TPM

(SAP Trade Promotion Management with Trade Promotion Optimisation;

including all integration scenarios like Trade Funds Management;

Trade Claims Management and Trade Spend Management)

SAP Training–C4C50– SAP Cloud for Customer (Integration with On-premise

SAP Solutions including SAP CRM and ERP)

Industry Experience

Consumer Electronics, Pharmaceutical, FMCG, Cleaning Services, University (Public Sector), Yellow Pages/Advertising, Security Document Destruction, Consumer Goods.

Technical Skills

SAP Skills: SAP CRM, SAP SCM (SD).

SAP Versions: SAP CRM - 4.0; 5.0; 6.0; 7.0

SAP SD - 4.6; 4.7; ECC 6.0

Education

Further Qualifications

1995-1997

MBA (Marketing and Sales) Sardar Patel University, India.

First Degree

1992-1995

BSc. (Chemistry), Gujarat University, India.

Employment

History

Coca-Cola(Baer Group) - USA

Jan 2015 to Present

SAP CRM TPM Solution Architect

Premier Foods UK/USA - Agility Works UK

Aug 2013 to Nov 2014

SAP CRM TPM Lead Consultant- Freelance

Cambridge Assessment

Oct 2011 to July 2013

SAP CRM Solution Architect-Freelance

Shred-it Ltd

June 2010 to Oct 2011

CRM Lead Functional Consultant – Freelance

Bluefin Solutions Ltd.

2007 to May 2010

Yell Ltd –Lead CRM Consultant Nov 2009 to May 2010

Bluefin Solutions-PM/Team Lead Sep 2009 to Nov 2009

Newcastle University-CRM Consultant. May 2009 to Aug 2009

OCS Group-CRM Consultant. Mar 2009 to Apr 2009

Brother International Limited-CRM/SD May 2007 to Feb 2009

Consultant.

Videocon International Ltd.

2006-2007

SAP CRM Consultant

Zydus Cadila Inc.

2005-2006

SAP CRM-Telesales Consultant

Zydus Pharmaceuticals.

2004-2005

SAP SD Consultant

Heinz India Ltd.

2003-2004

SAP SD Consultant

Selected Project Experience

Coca-Cola (Baer Group) USA

CRM 7.2

Jan 2015 to Present

SAP CRM Trade Promotion Management Solution Architect involved in an end to end

Implementation of CRM Trade promotions using Integrated Planning (BI-IP). The project involves

implementing various TPM Modules like Trade Promotions, Funds Management, Claims

Management and Enhanced rebate Management in various phases over a period of few years.

The project will be implemented for North America. There is an added complexity of integrating the

TPM solution to legacy devices including mobile devices. This integration will form a part of the

ongoing TPM build to enable a complete end to end build of the solution. Will be involved in all

aspects of the implementation as the solution architect, including but not limited to as below:

Requirements gathering, Blueprint and Solution design for the entire TPM solution.

Build phase, configure and set up the CRM systems as required and help in testing and rollout of the solution in phases.

Owned the Trade promotion Agreements (TPA) solution to work with the Trade promotions object and deliver a seamless integration of the same into ERP via legacy systems.

Integration aspects of the TPM/TPA solution – Integration to backend ECC, BI-IP (Integrated Planning), HANA and legacy Mobile systems.

Solution design for TPM BI-BPS layouts to BI-IP layouts.

Owned the end to end planning solution using Analysis for Office (AO) and BI-IP on HANA to integrate the planned Agreements and Promotions into TPM.

Premier Foods UK/USA - Agility Works UK

CRM 7.2

Aug 2013 to Nov 2014

SAP CRM Trade Promotion Management Lead Consultant involved in an end to end

Implementation of CRM Trade promotions. The project involves implementing various TPM

Modules like Trade Promotions, Funds Management, Claims Management and Enhanced

Rebate Management. The project is being implemented for the UK and USA offices of the client.

The role involves working with the business on behalf of a consulting company as their Lead

Consultant. The client is Premier Foods Ltd, a leading company in the UK in the ready to eat foods

and grocery segment. This is a very large scale and complex project that involves almost all of the

TPM modules and being delivered to replace the current legacy systems.

Involved in the Requirements gathering, Blueprint and Solution design for the entire TPM solution.

Involved in the Build phase to configure and set up the various areas of TPM like, trade promotions, funds, claims, rebates etc. Also involved in writing functional specifications for technical developments. The requirements being complex involve utilising almost all aspects of promotion planning for all account types including target groups and planning at all product levels including products and product categories.

Involved in the Middleware set up for CRM integration with ECC systems, including the set up for the required Sites and Subscriptions.

Involved in the data migration activities for multiple legacy systems to SAP. Involved in bringing two legacy systems onto one platform – SAP TPM. Further involved in integration from SAP TPM to other legacy systems and upgrade of the CRM box from 7.0 to 7.2

Act as the Lead, being the single point of contact; manage a team and coordinate all activities between the team and the client.

Involved in all TPM integration activities including BI-BPS for planning layouts, ECC integration for rebates, funds integration with promotions and claims settlement integration between CRM and ECC.

Act as the CRM Expert on issues related to integration, master data, technical solutions etc.

Actively involved in resolving issues in the testing phase, working closely with SAP and the business to get issue resolutions as per business requirements.

Worked on end to end configuration of the C4C and Hybris environment for the client. Configured the demo systems and worked on POCs for various clients. Acted as a subject matter of expert in some areas of the C4C and Hybris integration with ERP and CRM modules. Worked on Target group, segmentation, Campaign and sales order objects in the Hybris Marketing model.

Worked on data integration between CRM and C4C which works on the OData services to integrate master data and transactional data for standard entities like Accounts, Opportunities, Leads, Service requests, etc.

Cambridge Assessment

CRM 7.2

October 2011 to July 2013

SAP CRM Solution Architect responsible for define and design of the CRM Solution from a

functional and technical perspective. Ensure Systems and supporting infrastructure is fit for

purpose and deliver best value to the business.

Work with the Business Change Managers to define new business processes for Sales

Marketing and Service across the various business streams, knowledge transfer of SAP

CRM, user training, etc.

Involved in the Blueprint and Solution design for CRM Sales, Service (CIC) and Marketing.

Involved in the complete set-up for all marketing activities like Leads, Campaigns, Email Management (ERMS)

Involved in the roll out of the CRM Mobile Sales Solution using Sybase Unwired

Platform (SUP) including Lead and opportunity management.

Delivered the following capabilities for SAP CRM Service

SAP CIC – Setup of all configuration for the customer interaction centre for all business roles/users etc.

Set up of self service and knowledge database, including email integration with backend CRM.

Set up for Case Management using the Alerts functionality in SAP CRM. Also, set up for Surveys via the CIC and self-service management.

Involved in the data migration activities for multiple legacy systems to SAP. The client had at least 50 legacy systems that were being migrated to SAP CRM and ECC.

Act as QA and ratify the Blueprint/design/implementation activities for SAP CRM.

Provide Governance for the entire SAP CRM solution including integration areas with SAP ECC.

Coordinate with all the relevant teams to define a uniform solution for multiple business work streams.

Involved in the set-up of the CRM systems; working closely with the Basis team for setting up the environments and sizing data. Act as the Middleware expert for all integration areas into SAP CRM systems. Integration areas covered included master data for Accounts, products, pricing including IPC integration, transactional data, etc.

Liaise with the SAP ECC team and QA the solution design for all integration areas with SAP CRM.

Involved in the implementation at all levels, encompassing daily interactions will all levels of the business and delivery teams.

Responsible for all the configuration set up in all the modules like Service, Marketing and Sales. This includes set-up of all configuration in a vanilla system, testing, writing functional specs for development, liaising closely with the development team for the required deliverables, system and integration testing before handing over for user acceptance testing.

Shred-it Ltd (Commercial Shredding services)

CRM 6.0/7.0

June 2010 to October 2011

CRM Lead consultant working as the Lead UK representative for this Canada based client.

Involved in a CRM Sales Force Automation implementation (SFA), including BES and Blackberry integration with CRM, with Server based Groupware integration to MS Outlook and Territory Management.

.

Involved in the management of the Web IC implementation and Web UI GAPs project for this client.

Involved in the implementation/upgrade of CRM Service integration with Handhelds (PDAs), and the UK CRM Upgrade Project from Version 6.0 to 7.0

Involved in the blueprint and build of the CRM Sales Force Automation project; CRM Handheld Service project and the Accounting Interaction Centre (SSF).

Defined and designed solutions, including configurations for the Web-UI / ICWC rollout for the UK, USA and Canada branches. The IC rollout included working on the new SSF (Shared Services Framework) for AIC (Accounting Interaction Centre) and EIC(Employee Interaction Centre).

Involved in the complete roll-out of the AIC including raising service tickets, managing disputes and SLAs for the same. Involved in setting up configuration and delivering functional specifications for customisation.

Delivered AIC functionalities such as Account Fact Sheets, Dispute Case Processing, Service Requests, Team Worklists, etc.

Delivered the Integration set up for the AIC with ECC and FICO to manage the solution from an end to end perspective. Render FI/ECC screens in the Web-UI where required to give the FI team a complete view on the customer. Also, build the Account Fact sheet to deliver a 360 Degree View of the customer.

Own and resolve all issues pertaining to the UK branches.

Design and deliver new solutions for the SFA project; CRM Handhelds project; SSF Project and for the UK Gaps Project.

Resolve system performance related issues on a day to day basis.

Worked as the CRM Lead on all aspects of the CRM version upgrade from 6.0 to 7.0

Worked with offshore technical team for all custom developments.

Yell Ltd. (Yellow Pages and Advertising)-UK

CRM 5.0/7.0

Nov 2009 to May 2010

CRM Consultant involved in the Quote to Contract and CRM Billing process. Responsible for

designing and building solutions and configurations within complex legacy systems and the CRM

system. Define solutions from a SOA perspective; based on the SCRUM and AGILE methodology.

Developed a POC for CRM Billing.

Own all areas related to the configuration of Quotes, Contracts and CRM Billing types with integration to R/3.

Responsible for setting up Master Data in CRM for Business partners including relationship categories.

Involved in the end to end set up for CRM pricing including the IPC set up between CRM and ECC for Products and Variant Configurations.

Own and responsible for CRM solutions design and integration with other legacy systems like – Java, IBM Web portal, Oracle DB, SAP R/3, SAP BI etc.

Defined clear procedures for smooth integration between various systems.

Act as the CRM Expert on issues related to integration, master data, technical solutions, Business solutions, etc.

Effectively coordinate with the other members of the team to deliver solutions on time.

Implement BADIs and Actions related to the various process types, for this project.

Bluefin Solutions Ltd. (Solution Manager Project)-UK

CRM 5.0

Sep 2009 to Nov 2009

Team Lead cum Project manager role –involved in delivering a Solution Manager CRM project.

Managed a team of technical and functional consultants.

Involved in day to day planning and progress of the project.

Acted as the CRM expert for functional and technical solutions.

Involved in deliverables of the project including configurations in CRM.

Newcastle University–UK (Public sector)

CRM 2007(CRM6.0)

May 2009 to Aug 2009

CRM Consultant involved in the delivery of the processes defined in the Blueprint for CRM 2007 –Service module. Played a major role and was responsible for designing the solution and managing the deliverables on this project. Some of the areas of responsibility were –Middleware, Business Partner Roles, Data Cleansing, Groupware Integration, configuring the CTI connections, etc.

Conducted Workshops for requirements gathering and demonstrations of a new version of CRM -2007.

Was the owner of some processes defined in the Blueprint. Therefore was involved in solution design, deliverables and documentation of the same.

Was the owner for setting up the Middleware end to end between CRM and R/3. This involved integration of CRM with Campus management used by the client in R/3.

Defined and set up all the Business Partner Roles. Configuration of all the Business Partner screens, work centres etc., in the new Web UI.

Defined a clear process for the client in the area of Data Cleansing using the new concept of the Web UI. Was responsible for configuring the same.

Defined a unique solution for utilising Groupware Integration in CRM with MS outlook, based on client specific requirements. Was responsible for the total set-up for the same.

Was the owner for the CTI integration setup for the call centre in CRM. Worked closely with the CTI vendors to enable a robust end to end solution for the client.

Was required to thoroughly understand all the processes followed by the client in their previous CRM system set –up and then define new solutions using CRM 2007.

Was responsible for coordinating with client IT team and knowledge transfer process. Completed configuration document to further enable the client to support the processes further.

OCS Group –UK (Cleaning Services)

CRM 2007(CRM6.0)

Mar 2009 to Apr 2009

CRM Consultant involved in the delivery of the Functional Specifications for CRM 2007. Played a Team lead role and was responsible for designing the solution and managing the deliverables on this project.

Conducted Workshops for demonstrations of a new version of CRM -2007.

Was the owner of all the processes defined in the Blueprint. Therefore was involved in solution design and documentation of the functional specification of the same.

Was required to thoroughly understand the legacy systems used by the client and replace them with CRM 2007. This involved understanding legacy systems processes and designing new solutions using the same processes using CRM 2007.

Brother International Ltd – UK (Consumer Electronics)

CRM 4.0/6.0

May 2007 to Feb 2009

CRM Consultant involved in the full life cycle of an implementation for CRM - eService for Brother. This project was a European roll-out for 17 countries. Fully involved in the project from the early stages of the Blueprint up to the build and post go live support phase. Conducted Workshops for requirements gathering; documented the Blueprint, functional specs, training guides etc. Owned some major processes and played a key role in planning and delivering in the Realisation phase of the project. Played a key role in support and user training in the post go live stages of the project.

Conducted Workshops for gathering requirements for the Blueprint process.

Was the owner of some of the major processes involved in this project. Therefore was involved in the solution design and delivery of the same. Contributed fully, to the development of the processes end to end.

Set up the configurations for all the documents, items, partner procedures, text procedures, date procedures, actions, middleware, master data, etc., required for this project. Owned this area completely.

Set up middleware for integration of master data objects, pricing data, including products and variant configurations for IPC in CRM.

Was instrumental in coordinating with the technical team to set up the relevant bespoke processes.

Conducted Knowledge Transfer workshops, including process details and configuration details.

Documented Training material guides to enable users to quickly navigate through the system and reduce user related issues. Involved in unit testing, integration testing, regression testing and end user training.

Played a Team Lead role in the go-live process for the 17 countries and simultaneously supported the functional side of the project. Was instrumental in resolving a lot of pre/post go-live issues.

Played a key role in Logistics/TPM integration between the SAP CRM and R/3 and BI systems.

Worked on a TPM project for this client. Included Trade spend and Budget planning for the same. Configured the System for all TPM integrated processes like Trade Funds management, and Trade promotions Management. Additionally configured the master data and integration processes with SAP SD.

Videocon International Ltd-India

(Consumer Electronics)

CRM 4.0

2006-2007

SAP CRM Consultant involved in acting as an interface between the Client and the implementation team. Instrumental in preparing the functional specifications for the business processes and customization based on the gathered requirements.

Involved in the full life cycle implementation of SAP CRM 4.0

Designed the Business Blue Print for further customization.

Designed and Configured the Organizational Plan, Product and Partner Master Data. Configured Transaction types, Item categories and important control attributes. Maintained component transactions, interactive scripts and reminder scripts. Configured the application area of the CIC screen.

Configured the process of Opportunity management, contract management and Quotation Management with all the elements of Sales methodology like sales assistant, buying centre, opportunity planning and assessment. Defined Product Proposals and product association rules. Developed User manuals for End user Training.

Involved in unit testing, integration testing, regression testing and end user training.

Zydus Cadila

(Pharmaceuticals)

CRM 4.0

2005-2006

SAP CRM Telesales consultant involved in CRM Configurations, Enhancements, and support and training to the end users.

Mapping the Organization structures onto SAP CRM to optimize Marketing, Financial Accounting and Business Reporting requirements. Created personalized product catalogue views for B2B partners, using both manual and automatic product assignment.

Maintained the number range assignment within R/3 and CRM for efficient data transfer. Extensively involved in modelling Product Master.

Configured the Transaction types, Item categories, important control attributes, etc. Actively involved in configuring the CIC screen with all its components.

Configured the CRM Sales for Business processes: Activity, Opportunity Management and sales Order management by customizing associated Transaction Types in CRM.

ZYDUS Pharmaceuticals –India

(Pharmaceuticals)

SD 4.7

2004-2005

Analyze the ERP process and develop a SAP – SD module for the company. Instrumental in providing the As is, To be, design development.

Involved in the design and configuration of the Order to Cash (OTC) Process in SD. Configured multiple scenarios for inter company transactions, specifically in the area of pricing, billing and interactions between manufacturing divisions, sales organizations, and distribution centres.

Defined the role of Business Partners in the business into SAP through Partner Determination.

Defined Customer specific controls through Item Proposal, Material Listing/Exclusion and Material Determination.

Developed Role based User Manual.

Heinz India Ltd.

(Consumer Goods)

SD 4.7

2003-2004

Provide on-site support to the SAP SD Module for this company.

Involved in support of the Order To Cash Cycle.

Co-ordination with Offshore Consultants.

Working on calls and change requests made by the end users.

Modifying the pricing procedure to introduce new condition types for discounts.

Creating functional specifications for User Exits, used at the time of creation of quotations and Sales orders.

Actively involved in implementing the SAP Support Pack at Heinz India. Maintain Output layout of the sales and billing document. Modification of print program to check the preceding sales documents.

Electrotherm India Ltd.

2001-2003

Worked as a Management Consultant to develop and manage customer accounts. Direct interface between customer and company. Synchronize and set up new systems for customer documentation. Train company personnel to manage individual accounts.

Anagram Finance Ltd –India

1997-2001

Worked as Regional Manager handling two regions independently. Role: Execute direct marketing of financial services and manage customer accounts. Provide quality after sales services. Implement innovative marketing strategies & service High Net worth Customers. Responsible for achieving business targets. Coordinating with premium car manufacturers and dealers. Target a broad market and manage all aspects of business respectively. Manage various regions responsible to develop and achieve corporate deals and directly accountable for all operations.



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