Customer Service Sap

jaya Chikka **** Rachel Terrace #**, Pine Brook,

NJ - 07058

201-***-****, ****.******@*****.***

Summary

SAP Business Analyst with 6 + years of experience focusing in the areas of SAP

CRM 6 and SAP R/3 by using ASAP methodology.

Implemented Leads, opportunities and Quotation management, Groupware Integration,

Web shop, Customer Interaction Center in CRM. Involved in one full life cycles

and one global roll-out.

Implemented AP, AR, GL and COPA in FI. Involved in one full life cycle.

Good understanding about ABAP and Debug functions.

Strong working knowledge of integration of CRM with other core SAP modules such

as SD, MM and FI

Self motivated, positive, "can-do" individual with excellent interpersonal

skills.

Professional ExperieNce

American Standard, Piscataway, NJ, SAP CRM Analyst

June'08 - Current

Environment: SAP CRM 6.0

Quotation Management Project: Centralize and automate current quotation process

in Canada and US to improve the visibility of the product and sales analytics.

Conducted business requirement gathering workshops to understand the current

process and fill the gap analysis.

Document business requirements and transform them into functional and technical

specifications.

Led the off shore development team by providing technical assistance to fulfill

the business requirements.

Configured the functional aspects of the system such as transaction type, setting

up org model, status profiles and org model profile etc.

Responsible to ensure that both R/3 and CRM product master data and Business

Partner master data are synchronized.

Prepared test scripts and test cases and training material. Responsible for user

acceptance testing. Trained group of 15 people in Canada and a group of 10 people

in the US.

Accounts and Contact management Project: Integration of customer contacts with

Microsoft Outlook and link the appointments, tasks, activities, leads and

opportunities to customer contacts. Centralize customer contacts system to

provide 360 degree view of contacts and accounts.

Designed a program to upload about 18000 customer contacts to CRM system.

Worked with development team to test and track the errors when uploading the

program.

Configures the Groupware integration settings. Created Business Partner master

data.

Worked with users to setup the CRM system and Groupware software and synchronize

their contacts in outlook to CRM

Trained a group of 10 members.

Mexico Web shop Project: To sustain the business more effectively in consumer

market, and to increase sales in Mexico's consumer market, Mexico web shop has

been launched by leveraging the infrastructure of existing systems such as

MDM,EP and R/3.

Configured webshop setings using XCM.

Responsible to ensure CRM, MDM and R/3 systems are integrated properly.

Created product catalog and attach images of products in CRM.

Configured new BP number range and B2C transaction type, status profile and org

data profile.

Prepared training material and host the testing sessions with users.

Worked closely with SD and MM team members to ensure that pricing and products

are replicating properly from R/3 to CRM

Customer Interaction Center Project: An interaction center has been implemented

to provide better visibility of the type of calls being received by the customer

service team, to track and monitor how many calls have been successfully answered

with a solution.

Worked with customer service team to identify the challenges the team over come

when answering the calls.

Provided technical specifications to development team

Configured business role, transaction profile, transaction type, item category

determination, navigation bar links, assign work centers, view modification in

webui.

Configured follow-up transactions transaction such as complaint, return from an

interaction record.

Assigned partner functions to Business transactions.

Prepared training material and trained core super users of how to use the system.

American Standard, Piscataway, NJ, SAP FI Analyst

Nov'07 - June'08

Environment: SAP R/3, 4.7

Configured Payment method supplement codes to prioritize payments by grace days

in payment run.

Setup intermediary banks for Mexican vendors to establish the link between the

house bank and vendor bank.

Configured vendor classification codes to segregate vendors based on the nature

of the business they do.

Configured vendor down payment process.

Built query report for AP team to run PO history, vendor bank details along with

vendor numbers and vendor cleared items with user name.

Analyzed the check printing requirements for Bank of Montreal to print checks

from SAP for Canada Company. Configures payment program and tested the MICR

code.

Successfully printed the checks from SAP for US Company by following the JPMorgan

Chase Bank's check specifications.

Prepared functional specifications for general AP and GL upload program to

generate any type of documents from an excel spread sheet. Coordinated with off

shore development team to test the program for a successful go live.

Updated mass vendor master data such as flag vendors for automatic PO and ERS,

payment description and payment terms, payment method.

Defined new payment terms for customers and vendors and alternate payers for

vendors.

Analyzed the GR/IR balance since 2007. Identified the reason for holding the

balance and provided solution to clear the GR/IR balance.

Involved in printing 1099 forms for the business at the year end.

Defined GL substitution rules for direct ship and intercompany vendors to

specific Business Area.

Set up validations rules to direct general ledger postings to proper BA.

Configured BA determination for all new plants and divisions.

Developed Payroll Interface from PeopleSoft.

Created new COPA reports to determine profitability based on different types of

Material Groups, customer and product lines. Configures new value fields, Key

Figure Schemes.

Reconcile COPA, R/3 and BW reports on period basis.

Configured automate EDI process payables.

Configured cost centers, cost elements and created new financial statement

versions.

Configured foreign currency valuations to post payables for China vendors with

correct values.

Involved year end closing procedures such as balance transfers, retained earning

accounts, period closing and carry out new document number range at the beginning

of the year.

Gather information of Inter company direct ship processing and document the

process and submit in visio.

Project ACE implementation - ACE(American Standard, Crane and Eljer merge)

Responsible to create accurate vendor master data by creating vendor account

group and vendor number range. Developed LSMW program to create vendor master

records and transactional data and provide relevant cross reference files.

Uploaded all open AP balances via LSMW program as part of conversion.

Prepared training documents for AP and trained new users in AP and GL modules

Responsible to ensure that all material movement types have been posted to the

correct GLs.

Responsible to finalize duplicate list of customers and create customer master

records.

PepsiCo, Valhalla, NY, SAP Business Process Analyst

Jun'05 - Nov' 07

Environment: SAP ECC 6.0

Worked with business partners to understand the Procure-to-pay process and

prepared business scenarios documents such as receive service order, process

service order, receive invoice, image invoice, process invoice, manage

discrepancy, approve, Issue payments, GL account determination, EDI invoice

processing and period close process etc. Prepared relevant business procedures

from SAP perspective.

Configured global parameters, GL account determination, retained earnings

account, Posting Periods, Fiscal year variants (FSV), Field status groups (FSG),

and Number ranges for vendors master records and GL accounts, document posting

rules.

Prepared functional specification document for GL inter face from Oracle system,

Bottler remittance report and adjustments on service orders.

Responsible to prepare test cases for all AP and GL scenarios in Mercury Quality

Center to ensure that all configuration objects are working and the relevant FI

postings are correct. Tested G/L inter Faces, AP work flow and payment

processes. Responsible for successful UAT testing.

Stream lined the SAP GL numbers and EPM GL account mapping.

Designed EDI invoicing process to automate the invoicing process.

Analyzed legacy systems for the conversion of all SAP relevant data.

Prepared training material using Info pack system for AP and GL activities such

as creating vendor master data, invoice processing, document parking etc.

Trained AP and Finance team.

PepsiCo, Valhalla, NY, Control Analyst

Nov' 04 - Jun'05

Performed accrual account reconciliation, journal entries, and general ledger

variance analysis on period basis.

Setup and maintained budgets and projects in Oracle Projects. Budget tracking and

controlling expenses on daily basis.

Track and control amortization schedules of up-front payments for Competitive

Defense team. Reconcile Escheatment account.

Implement SOX tests for up-front payments.

Initiate and process journal entries into various accounts for inter-company

transactions.

Prepare actual vs forecast budget templates.

Trained business users in creating Purchase orders.

Responsible to assign new GL accounts and maintain the budget for new contracts

Srirammurty & Co, Chartered Accountants (CPA's), India, Auditor

1994-1996

Responsible for preparing journal entries, Profit and Loss accounts, Trial

Balance, Balance Sheet, Bank Reconciliation Statements.

Audited non-profit organizations and State Bank

Education

B.S., in Business Administration, Devry University, 2005

Bachelor of Commerce(Accounting) Andhra University, 1993

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