Sales Management

Lavanya Suresh

SAP CRM Functional Consultant

Location: Boston, MA email: ******.****@*****.***

Ph: 857-***-****

Summary of Qualifications

* ***** ** ** ********** including over five years in SAP CRM with focus in Marketing, Master Data, IC WebClient,

Middleware and Sales areas

Strong background designing and deploying integrated solutions with SAP CRM

Excellent understanding and experience in Business Requirement gathering, Business Process flow, Business Process

Modeling and Business Analysis

Performed upgrade and validation, including re-configuration, of functionalities from CRM 5.0 to CRM 2007

Adept in all phases of project development, from blueprinting through realization, production and support

Expertise in developing business scenarios, Gap Analysis, test cases and test scripts for user acceptance testing (UAT)

Extensive experience in various CRM business areas such as IC WebClient, Sales, Middleware, Campaign Management, Lead

Management, Activity Management, Territory Management, Opportunity Management, Account and Contact Management

Demonstrated expertise in customization and configuration including writing developer requirements, preparing functional

specifications and coordinating with developers in getting the objects developed and tested.

Development of BI reports to support the business process and use of Analysis Process Designer (APD-BW) to deliver data

back to SAP CRM

Maintenance, customization and enhancements of IC Web Client functionalities (5.0 and CRM 2007)

Customizing in People Centric User Interface (PCUI)

Analysis and customization of Master Data which includes Business Partners, Products and Organizational Structure

Data exchange (SAP Middleware) between SAP CRM and SAP R/3

Configured workflow settings in SAP CRM and developed specifications for workflows in SAP SLCM

Creation of training documentation (BPPs), using RWD Info Pak, and conducting training workshops for end users in CRM

Excellent Business writing skills in writing Business requirements document, Systems Design Specification (SDS), Systems

Requirements Specification etc

Involved in blueprint, change management and training workshops

Good team player with strong interpersonal, communication and presentation skills combined with self-motivation,

initiative and the ability to adapt to new challenges

Skills

ERP CRM 2007/5.0/4.0, SLCM 6.0, BI 7.0, ECC 6.0, NetWeaver 2004s

Operating Systems UNIX, Linux, DOS, Windows 2k/9x/NT/XP

Databases MS-SQL Server 7.0, Oracle, MS Access

Languages C, C++, HTML

Testing Unit testing, Stress testing, Integration testing and UAT

Professional Experience

Systems Technology Consortium (SyTEC - PASSHE) May 05 – Apr 09 Harrisburg, PA

SAP CRM Functional Consultant

Environment: CRM 2007, CRM 5.0/4.0, BI 7.0, ECC 6.0, NetWeaver 2004s - Public Sector Industry - Higher Education

Responsibilities:

My role involved analysis and design, in preparation for implementation, of Customer Relationship Management (CRM) as it relates

to the Higher Education environment. Worked with the clients and recommended best practices regarding master data, marketing

and IC Web Client functionality of SAP CRM. Responsible for the configuration in the following areas:

Identified and administered CRM best practices per business standards for functional processes.

Lavanya Suresh ● SAP CRM Functional Consultant ● Boston, MA ● ******.****@*****.***● 857-***-****

Configured and implemented CRM functional modules, encompassing Campaign management, Lead management, account

and contact management, Opportunity and Activity management, Territory Management and IC WebClient

Performed Gap Analysis and created test cases, test plans and training documentation(BPPs) using RWD Info Pak

Created functional specifications (FRICE items) for the business requirements and performed the configuration and testing

of the same

Conducted detailed analysis sessions with end users and business subject matter experts (SMEs)

Prepared user manuals and conducted training sessions for end user.

Configuring SAP CRM 2007 Web UI: creating roles, configuring navigation bar, work centers, work center groups, direct

links, Transaction launcher and performing label changes, adding fields, defaulting values, adding Buttons to Web UI/ Web

client.

Worked in data exchange of master data between SAP CRM and SAP R/3 (CRM Middleware)

Analysis and configuration of BP Master Data: BP Types, Roles, Number Ranges, Grouping, Organization structure,

Products, Marketing Attributes and Attribute sets.

Created target groups using the Analysis Process Designer (SAP BI)

Enhanced segmentation basis to create groups based on the classification needed for student recruitment

(graduate/undergraduate)

Involved (w/BW team) in the extraction and documentation of CRM data to BW

Created Marketing Plans, Campaigns, Campaign Elements, Target Groups, Profile Sets and Mail Forms

Created custom fields in Marketing Planner and Activities using EEWB (w/technical help)

Defined Interaction Object, Communication channel settings, Questionnaire settings and settings for Leads and

Opportunities.

Configured transaction types including Partner determination, Org Data profile, Date management, Status Profile, Text

determination, Item Categories and Copying control; configured transaction and screen variants for activities

Created surveys and follow-up rules for processing of the same for Marketing

Configured Activity reasons - Code groups and codes for catalogs, code group profiles, subject profiles and assigned to

transactions

Configured agent inbox, account identification profiles, navigation bar profiles and toolbar profiles

Created Interactive scripts and configured alert modeler to display messages regarding status from the SAP SLCM system

Created and maintained periodic and manual Call lists and assigned them to the responsible agent

Configured Transaction Launcher using BOR transactions to create link to R/3 applications, SAP SLCM, for use in the CRM

environment

Made changes within IC Web Client to brand it to the client’s requirements (multi-client environment)

SAP SLCM Consultant

Responsibilities:

Worked with clients and recommended best practices regarding academic work, policies and the student file for the fourteen

Pennsylvania state universities; wrote specification documents; wrote test scripts for data testing; web design for use in

academics – graduation application, advisor UI, appraisals, address changes; presented workshops and webcast seminars;

tested implementation of Accelerator Packs for SAP (EHP3) and made appropriate recommendations to SAP.

NEC Jan 05 – Apr 05 Santa Clara, CA

SAP CRM Consultant v 5.0

Responsibilities:

My role involved configuration of Internet Sales and Campaign Management functionality to streamline internal processes. These

included product highlights, promotional offerings and shipping deadline reminders for online purchases. Responsibilities included:

Configured business partners, number ranges, roles, fields grouping and relationships.

Involved in modeling Product Master by creating Product Hierarchies, Categories, Set Types and Attributes and assigned the

Product Master to responsible Sales Units

Excellent working knowledge and understanding of B2B and B2C scenarios.

Created Personalized product catalog views for specific B2B Business Partners using both manual and automatic product

assignment

Lavanya Suresh ● SAP CRM Functional Consultant ● Boston, MA ● ******.****@*****.***● 857-***-****

Set up of Up and Down Selling scenarios for Global Target Groups and New Customers

Implemented the catalog determination in B2B scenario and configured document types in the Product catalog.

Defined new sales order types, partner determination, org model determination and status management

Maintained workflow to send sales order confirmation to customers via e-mail once the sales order is approved.

Configuration and support for Catalog management, Campaign Execution, Customer Segmentation

Enable a full range of online selling processes, including quote and order management, interactive selling and configuration,

web auctions and selling via partners.

Created and assigned Characteristic groups and Target groups for Cross/Up-Down Selling/Best seller, maintaining Top n

products and Web shop

Configured sales order processes, catalog determination, catalog types and copying control

Configured Master data and Basic Functions related to internet sales for Partner determination, Date management, Actions,

Transaction types, Item Categories, Copying control

Defined general settings for Leads including Lead qualification levels, Lead groups, Origins, Priorities, Workflow settings,

Communication channel settings, Questionnaire settings, Transaction types

Configured Outbound/Inbound lead management including creation of target group for lead generation, Lead campaign,

Qualifying leads and transferring it to Sales

Configured Organizational set up, Business Partners, Products, Transaction types, Item Categories, Copying control of

Transaction types/Item Categories

Conducted user training, knowledge classes, and prepared documentation and training manuals

Mission Linen Sep 04 – Dec 04 Santa Barbara, CA

SAP CRM Functional Consultant v 4.0

Responsibilities:

My role in this project involved configuring the marketing and campaign management module of SAP CRM to meet the business

process of analyzing customer data, determine the target audience and to quickly execute a multichannel campaign. I was

responsible for the configuration of the following tasks:

Setting up Organizational structure with direct mapping to SAP R/3

Setting up Business Partner Roles and Partner Determination Procedures

Master data configuration and customization for customers, products and price

Setting up of Marketing Planning and Campaign Management Procedures

Marketing Lead Management – Lead generation and Qualification

Business Partner Segmentation using segment builder

Product allocation Planning using Allocation Rules, Formulas and Ranking

Configuration for sending personalized mails from product promotions.

Aventis Jun 04 – Aug 04 Bridgewater, NJ

SAP CRM Consultant v 4.0

Responsibilities:

I was involved in the configuration of the mobile sales module of SAP CRM and to improve its ability to interact with customers at

every stage of relationship from initial marketing campaign, customer interaction, field sales and finally sales, service and support. I

was involved in the configuration of the following tasks:

Configured the system for Field Campaign Management through Mobile sales and Account and Contact Management with

Mobile Sales

Installed Mobile application Studio and Mobile Client Application on user laptops

Created campaign in CRM Online and released the campaign to distribute to mobile Clients

Defined activities for Activity management, customized activity types and created activities as follow up transactions

Customized the sales order transaction type and made the necessary settings for item categories, item category groups and

item category determination

Defined the settings for segmentation, communication channel, key figure planning and allocation planning

Worked with CRM Online customizing which included Business Partner, Organizational Management, Products and Sales

Transactions.

Lavanya Suresh ● SAP CRM Functional Consultant ● Boston, MA ● ******.****@*****.***● 857-***-****

Garware Super-market Mar 01 – Dec 02 India

Programmer, Inventory Control System

Responsibilities:

A standalone MS DOS based program was required for management of day to day transactions. dBase and FoxPro were used as a

database technology, providing text-based GUI user interface. The batch programs would run this on startup. My tasks included:

Requirement and feasibility study and design

Trained team members in dBase III technology

Coded the back end, as well the text-based GUI

User documentation and technical presentations.

Environment: FoxPro, MS DOS.

Education

MS (Electrical Engineering), Boston University, Boston, MA

BS (Physics), University of Madras, Chennai, India

Software

SAP CRM 2007/5.0/4.0, SAP SLCM 6.0, BI 7.0, NetWeaver 2004s; Microsoft Office; RWD; Footprints; C; C++; HTML; Visual Basic

5.0/6.0; XML; UNIX

References

Available upon request

Lavanya Suresh ● SAP CRM Functional Consultant ● Boston, MA ● ******.****@*****.***● 857-***-****

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