Sales Management
Resume:
Mithun Kumar Mandal
*********@*****.**.**
Professional Summary:
SAP CRM Functional
Consultant
. 9 years of prevalent experience in Information Technology dispensing
significantly customer-centric & customer-focused business process
solutions, end-to-end IT management solutions, through process
orchestration and best practices, encompassing variety of SAP
products that include, SAP CRM and ABAP.
. Excellent skills in full project life cycle in the area CRM 7.0 WEB
UI.
. Extensive expertise in Technical, Functional/Business Knowledge of
various industry verticals such as Retail, Utilities, Chemicals and
Petroleum, Banking and Healthcare.
. Outstanding Troubleshooting and communication abilities.
. Demonstrated ability in managing and developing software applications
in the total life cycle of a project from requirements analysis,
functional analysis, architectural definition, project planning,
business blueprinting, design, implementation, configuration, testing,
data management & migration, enhancements, training and production
support.
. Deep technical and functional knowledge of my SAP CRM Suite of
Applications, such as Marketing, Sales, Service, Trade Promotion
Management and IPC.
. Strong Experience in ECC, R/3 modules in conjunction with SD, MM, and
FI/CO.
. Complete knowledge and Experience with ABAP and its programming
technologies such as Data Dictionary, Reports, BDC, Smart Forms and
Module Pool.
. Worked extensively in both Technical and Functional side of CRM at
customer site.
. Strong analytical skills with ability to quickly understand client's
business needs.
. Involved in meetings to gather information and requirements from the
clients.
. Research-oriented, motivated, proactive, self-starter with strong
technical, analytical and interpersonal skills.
Technical Skills:
. Configuration of SPRO for UI Framework.
. Experience on CRM 7.0, Workflow configuration and BADI implementation.
. Experience on Web UI Configuration and enhance components.
. Worked on CRM Middleware, AET, EEWB, BOL and GenIL.
. BSP developments, ELM developments and BADI implementations.
. CRM Middleware configuration and Bdoc monitoring and customization.
. Experience on IC web client, one order framework and BOL enhancements.
. Experience on Service, Sales, Marketing and exposure to SAP ISU
. Base Customization : Business Partners, Business partner Relationship,
. Organizational model, Organizational Data determination, Territory
Management
. CRM Pricing, Partner Processing, Maintaining Products, Status
Management, Actions
. SAP CRM Sales: Opportunity Management, Order Management, basic
functions, etc
. SAP CRM Web Client and UI Configuration.
. Marketing: BP Segmentation, Target Group, Market Plan and Campaign
Management.
. CRM Middleware. SAP CRM BCM
. Understanding of SAP CRM Trade Promotion Management.
Professional Work Experience:
IBM India Pvt Ltd
Jan '12 till date
Air Products and Chemicals, Allentown, Philadelphia
Mar '14 till Date
Sap CRM Team Lead
Project: Sales force automation (SFA)
Sales Force Automation is SAP CRM Sales and Marketing developed application
which enables sales and marketing of Airproduct's business.
Responsibilities:
. CRM Functional Lead Consultant on CRM 7.0 Implementation/Support of
Customer Interaction Centre and BCM application.
. Post Implementation support for CRM Application which includes
Marketing and Sales CIC and BCM areas.
. Responsible for leading a team in delivering solutions to our
customers.
. Deliver new and complex high quality solutions to clients in response
to varying business requirements
. Responsible for managing scope, planning, tracking, change control,
aspects of the project.
. Responsible for effective communication between the project team and
the customer. Provide day to day direction to the project team and
regular project status to the customer.
. Translate customer requirements into formal requirements and design
documents, establish specific solutions, and leading the efforts
including programming and testing that culminate in client acceptance
of the results.
. Utilize in-depth knowledge of functional and Technical experience in
SAP CRM and other leading-edge products and technology in conjunction
with industry and business skills to deliver solutions to customer.
. Establish Quality Procedure for the team and continuously monitor and
audit to ensure team meets quality goals.
. Worked on tools like Remedy and Incident Management for bug tracking.
Rockwell Automation, Milwaukee, WI
Jan '12 - Feb'14
SAP CRM Functional Lead
Project: Market to Quote (M2Q)
Rockwell Automation is a leading industrial automation company focused to
be the most valued global provider of power, control and information
solutions with annual sales ~ $5 billion, 20000 employees, 5600
distributors, system integrators and agents serving customers in 80
countries.
Rockwell Automation
Global Process Transformation (GPT) & AMS Projects are a multi-phase,
enterprise-wide business transformation and ERP implementation project.
Rockwell Automation has undertaken the transformational step of
implementing SAP as its enterprise-wide common technology platform, which
will span strategic business units and world-wide geographies. The long-
term goal of transforming processes and deploying SAP is to increase value
at the Business Unit (BU), and enterprise levels.
Responsibilities:
. CRM Functional Consultant on CRM 7.0 Implementation.
. A Senior Consultant is responsible for Analysis, design, development,
testing and implementation of customized SAP CRM solutions for new
implementations and Support for our IBM US customer Rockwell
Automation.
. Configured SAP CRM Sales: Lead management Opportunity Management,
Order Management.
. Action profiles and Transaction Launcher
. Custom fields added by using EEWB functionality
. Post Implementation Support
. Functional testing with End user Training
CapGemini, London, UK
Jun '10 - Dec '11
Sap CRM Senior consultant
Project: Centrica Plc
Centrica is an integrated energy company operating predominately in the UK
and
North America. The Agent Workbench (AWB) is the central place for call
centre agents to perform their daily work with respect to handling customer
interaction. Examples are changing customer data, re-printing bills,
entering meter reads and so forth. The goal is to include all relevant
customer transactions into the AWB. Centrica decided not to use the
Standard WebUI for call centers as is shipped by SAP but to create their
own UI based on the WebUI. The AWB includes many UI elements that are
specifically built for AWB.
Responsibilities:
. Coordination between Onsite UK Team and the Offshore Development Team.
. Customizing IC Framework and Profiles, assigning into CRM organization
unit, and determining responsible organization unit by responsibility
& organization model.
. Functional review of the objects concerning the development
work/repairs carried out by the off-shore technical team
. Involving in the Functional Testing of the developed objects
. Prepared different Link Test Scripting documents and related testing
work for different released objects.
Acs-Systech, Bangalore India
Oct '09 - Jun '10
Sap CRM Consultant
Project: Novell USA
Novell supports thousands of organizations around the globe, delivering
software that makes the workplace more productive, secure and manageable.
Focusing on today's social, mobile and multi-platform world.
Responsibilities
. Post implementation support for CRM Marketing and Sales application
version CRM 2009 (CRM 7.0).Involved in the Techno-functional activity
on the following areas of SAP CRM.
. Working on following components of Partner Life-Cycle management in
SAP CRM; Partner Profiling, Partner Registration, Partner Recruitment.
SAP CRM Partner Channel Management is a platform for organizations to
effectively collaborate with and leverage channel partners to better
market to, sell to and service customers. It helps organizations
better manage partners, and enables partners to effectively serve
their customers, resulting in a profitable and loyal partner channel.
. Territory Management provides Sales Management with the functionality
to structure and organize sales markets by dividing them into
territories. Define complex territory structures with ease. Define the
scope of a territory with a combination of attributes (e.g. from
Business Partner and Product).
. A Partner Plan is a comprehensive document used to record information
and plan actions at any time during the partner relationship life
cycle. Key contacts and partner relationship management can also be
centralized through the partner plan. Account teams from both you and
your partner can be maintained on the Partner Plan transaction.
. Leads management is used to facilitate company's chance to do
business. A lead enables to provide a streamlined link between
marketing and sales, so as to accelerate the process between first
interest and sales. Leads do not provide with complete details of
potential business opportunities, but they can help to find out more
about a potential business. Lead Management is designed to help
automate the initial pre-sales process, freeing up sales department to
focus on the most valuable prospects and opportunities.
. Interaction Center in SAP Customer Relationship Management (SAP CRM)
provides tools to ensure efficient and consistent customer service by
collaborating and communicating with customers over various channels.
Configured Business Role, role config key, Navigation Bar profile,
Technical Profile, PFCG role, Functional profile id.
. Campaign Management- Campaign management covers the complete process
for running a campaign starting with campaign planning, continuing
with execution of the campaign, and ending with the closure of the
campaign and analysis of the results. Campaign type, Objectives,
Tactics, Date management, BP segmentation.
Al Bilad Arabia
Jan '09 - Sep '09
Aramco, UAE Middle East
Sap CRM Consultant
Saudi Aramco has both the world's largest proven crude oil reserves, at
more than 260 billion barrels and largest daily oil production.
Headquartered in Dhahran, Saudi Arabia, Saudi Aramco operates the world's
largest single hydrocarbon network, the Master Gas System. Its yearly
production is 3.479 billion barrels and it managed over 100 oil and gas
fields in Saudi Arabia.
Responsibilities:
. Involved in SAP CRM 2007 Service module implementation as CRM
developer for screen enhancements using BADI, ABAP Object Oriented
Programming for Enjoy SAP GUI Controls. Worked on data migration using
BAPI function modules for Activity, Service, Engagement, and Business
Partner.
. Worked in the full-life cycle implementation including project
preparation, Business-Blueprint, Realization, Final Preparation and Go-
live & support using ASAP methodology. SAP CRM base configuration,
Business Partner, Organization Management, Territory management,
Transaction processing, Trade Promotions, pricing, billing, Web Client
UI setup. Worked on the setup of middleware and replication of
business and technical master data between CRM and ECC systems. CRM
2007 Architecture, Business Object, GenIL AND BOL COMPONENTS.
. Worked with BSP_WD_CMPWB (Component, Views, Context, Context Nodes)
. Creating own configuration Key from IMG(UI Framework->Define
Configuration Key. Changing Field name, changing input fields to Drop
down.
. User Parameter from CRM_UI_PROFILE
. Defining Value Help, Creating Customized skin, Creating Customer
Specific Fields, Configured Buttons, Component and Context Node.
. Exposure to fact Sheet.
. SAP Implementation methodology.
. Easy Enhancement Workbench (EEWB).
. CRM data structure, tables and Function Modules.
. Navigation Bar and Transaction Launcher.
. Modification in the Home page (display tasks and request based on
specific responsibility), enhanced the class of the corresponding view
and the attribute.
. Enhanced standard CRM Component, context nodes, views.
. Developed Custom search help.
. Restricted categories in the drop down list box in the service
transaction.
Wipro Technologies
Project: Cardinal Healthcare
Sep '07 - Jan '09
SAP CRM Technical Consultant
. As a team lead(team size- four), involved in key steps of the ASAP
methodology such as Project Planning,, transitioning, Conducting
Playback sessions, primary and steady state support of extremely
critical Sales Force Automation application. Also, supporting Service
applications for couple of their Business Units.ICM or Integrated
Customer Management is the SAP initiative which covers Marketing,
Sales and Service processes. Currently, SFA and Service processes are
implemented at Cardinal Health.
. The objective of the SFA initiative is to have a Unified Sales process
and consolidated systems across their multiple Business Units for
nearly 1500 Users. Involved in key Sales Force Automation processes
such as opportunity Management, Account plans, Account profiles,
Contact Management and Territory Management modules of the SAP CRM
application. Active support involves resolving Functional/Technical
issues, Enhancements and configuration-(Base customizing, PCUI,
Pricing) related to Application and Interfaces. Interfaces are
currently with source data systems across the multiple Business Units
integrated through Informatica Data Integration platform with SAP SFA.
The interfaces are namely for Master data such as Customer/Customer
Relationship, Employee, Territory-Account/Employee, Product,
Agreements and Installed Base. The project involves extensive work on
PCUI configuration and BSP applications through which most of the
processes are mapped. Involves active support of pricing configuration
and User exits using (Internet Pricing configuration) IPC. Worked
successfully on all environments (Dev, Test, Stage, Training,
Production) dealing with issues related to code.
. Updated few fields in Installed Base Search help in CRMC_BLUEPRINT_C
which reflected in PCUI Screen.
. Implemented SAP NOTE for a Pricing Condition.
. IDOC Deletion Job Run on regular basis.
. Added one item for deal Type Drop down Box through Value Table.
. Sales and Marketing Planning :
Optimize the efficiency of account management procedures and set
up marketing strategy:
. Plan and control marketing & sales budgets for customers, products,
markets and territories.
. Plan marketing activities.
. Define and allocate quotas for customers, products, markets and
territories.
. Implement portfolio analysis.
. Assign individual sales representatives or teams to opportunities and
activities.
. Record any customer personnel or third parties involved in a sales
project.
. Track the influence of customer employees or third parties in the
decision-making process.
. Flexibly handle various models to support different sales processes.
. Apply best practice via pre-defined templates.
. Define multiple sales phases per model.
. Define various (mandatory or optional) activities per sales phase.
. Define sub-goals per sales phase.
. Link deliverables to sales phases and activities.
. Define associations between sales phases and activities: link
completion of a phase to the successful completion of related
activities.
. Link sales projects to campaigns, sales opportunities, customer
service requests and interactions.
. Collect information for effective sales monitoring and forecasting.
Responsibilities: CRM Marketing
. Working with marketing and campaign management
. Segmentation of business partners
. Creating the target groups, profiles and profile sets
. Creating the personalized mail forms
. Working with the territory management
. Creation of the sales cycles for opportunity management
. Lead management
. Maintaining org model for CRM functionality
. Maintaining BP master data, BP roles and Data sets
. Worked on determinations like org data determination, partner
determination
. Lead management
. Defining lead origins, defining lead groups, defining questionnaire
for leads
. Creation of the sales cycles for opportunity management
. Working with the territory management
. Worked on segment builder and Segmentation of business partners
. Worked on segment builder and Segmentation of business partners
. Base customization-
. Maintaining the Bp relationships, partner processing.
. Field groupings and screen configuration
. Creation of the org model, org data determination
. Maintaining the categories and hierarchies for products
. Marketing and Campaign management- Segmentation of business partners,
Creating profile sales, Target groups, Data sources, Allocation
planning, Personalized forms, Opportunity management, Lead management,
Maintain copy control between transaction types.
. Middleware-Maintaining RFC connections between CRM and R/3 systems,
Creation ofBDoc monitoring, Creation of Replication objects, Creation
of Publications, and Subscription and Sites.
. Exposure on- Internet sales- Product catalogs, sub areas, Product
proposal, Top n products, Cross selling, up selling, down selling and
IPC USER EXITS.
Vision Tech Solution, India
Jun '05 - Aug '07
Software Engineer
WDC - Jan 2007 to Sep 2007
Customer: IBM
Role/Responsibilities: SAP CRM Consultant.
The Project: IBM's Application on Demand business provides enterprise
applications management and hosting services to clients across various
industries and geographies. This SAP system landscape will primarily
address following business functionality for IBM Applications on Demand
business.
Vision Tech Solution - June 2004 to Dec 2006
Customer: Tega Industries.
Role/Responsibilities: SAP Consultant.
. Stock Ledger Report which give information like plant wise stock,qty
received value received opening balance and closing balance. The
selection screen consist of plant material posting date and storage
location.
. Sales Order Information Report that lists information like sales order
no, Item no, material no, Quantity, Quantity unit, Net value,
Currency, Sub Total, Grand Total.
. Reports on Projection System: Displayed summarised dashboard
information of all individual physical servers which can be used for
creating logical partitioning.
. The tables such as EQUI, EQKT, EQBS, TOO1W, JEST, OBJK were used.
. Interactive Report that list purchase order details of a vendor. When
the user double clicks on material number it shows detail list with
fields matkl, meins, brgew, ntgew, gewei.The selection screen consist
of sales organisation, distribution channel and material number.
. Reports with Radio Buttons which gives sales information, Delivery
information and Billing information.
. Using the standard data conversion program uploaded the changed
information related to Vendor Master, Info Record and Material Master
data from legacy system to SAP R/3 using flat files.
. Sap Script Modification by using sub routine pool-ITCSY. Here Material
number, material type and material description were added to a
standard layout set.
. Smart Forms - Developed a smart form related to gate pass to be
submitted to vendor's location. This form outputs document number,
date, vendors name, address, a text body, material details, quantity,
unit.
. Reports - This program generates a flat file which will be fed into
the third party system. The result is mailed to the mail ids.
. Smart Forms- Smart forms on pricing configuration.
. User Exit - This user exit is developed to assign different Number
Range objects plant wise. This User Exit is developed to assign value
of sold-to-party field automatically in transaction VA01.
. ABAP-HR PROJECTS:
. Payroll Update: Developed a BDC report based on transaction PA30
(Maintain HR Master Data) where Personal Number, Date, Basic, wage
type were uploaded.
. BDC: Developed a BDC report with "call Transaction " method to upload
the status of PF ID and PT ID of the employees.( TSTID: Provident
Fund Trust and PENID: Pension Trust ID)
. Report on Employee Attendance Register: The selection screen consists
of Org Unit, Employee Number, Entry Date, Employee Group. The output
is Employee Number, Name, Grade, Department, and summary of attendance
register.
. User Exit - This user exit was developed to show a pop up window in
TCode PB 30 Personal Information. Here the FM 'popup_to_confirm' was
called and the message "Will you see the salary structure" was
displayed.
. Module Pool on Salary Structure:
Educational Qualification:
. B.Tech. in Information Technology, May 2005.
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