Customer Service Project

CV Keynes Austin

No.*, *th Street, Kamaraj Nagar,

Avadi, Chennai, Tamilnadu, India.

M: +91-729*******. H: +91-442******* E: *******@*****.***

SAP IS-Utilities Consultant (Customer Service & CRM)

. I am presently working with Accenture Services Pvt. Ltd as a functional

consultant since Sep 2010.

. 8 Years of Total Experience

. 6 Years of Experience in SAP IS-U & SAP CRM

. 3 SAP IS-U Implementations (1 International & 2 Domestic)

. 1 SAP CRM Implementation (International)

. 1 SAP CRM Utilities Upgrade

> SPECIALITIES

o SAP CRM - Sales & Service

. Lead, Opportunity and Quotation Management

. Service Request & Installed Base

. Master data

. Interaction Center - WebClient

o SAP IS-U - Customer Service

. Front Office Processes

. Interaction Center - WinClient

. Work Management Design for Service Orders

. Master Data

Professional Experience

Software Engineering - Senior Analyst (SAP IS-U & SAP CRM)

Sep 10 - Till Date

Accenture Services Pvt Ltd

. Responsible for implementation of SAP ISU Customer Service module for

Utility Clients and SAP CRM Sales and Service for Heavy Industrial

Equipment Clients

. Delivered complete solution of customer care centre for 2 Indian utility

clients with SAP ISU.

. Delivering complete solution of Sales & Service for Heavy Equipment

Industry client with SAP CRM.

. Projects Handled:

Consumers Energy, USA

PT Trakindo Utama, Indonesia;

Punjab State Power Corporation Limited, India;

Bihar State Electricity Board, India.

SAP ISU Consultant (Customer Service)

Sep 07 - Jan 2010

AES Solutions Pvt Ltd

. Responsible for implementation of SAP ISU Customer Service module for

German Utility Clients.

. Delivering complete solution for customer care centre for German utility

industry with SAP ISU.

. Projects Handled: Stadtwerke Solingen, Germany

. Core Team Member for Organizing UTILCON International Conference 2008

Junior Executive (Planning)

Aug 06 - Aug 07

Lason India Pvt (HOVs) Ltd

. Responsible for production planning for International business

clientele.

. Business analysis, project planning, and customer relationship

management. Creation, evaluation and analysis of MIS reports. Hands-on

experience in Citrix program software for billing customers. Improving

the delivery systems and internal processes.

. Co-coordinating with clients from US and maintain high level of customer

relationship. Process Documentation. Contributing towards company wide

initiatives.

Management Trainee (Production)

Aug 05 - Jun 06

Ambattur Clothing Ltd

Responsible for production, customer relations, order execution and

follow-up.

Production line planning follow up were handled. Coordinating with merchant

team for delivery dates and order status. Responsible for getting product

specifications from international clients.

Hand-on experience in Online Production report system cum electronic bundle

transfer system. Audited standard operating procedures across all

departments for streamlining the workflow. Handling documentation.

Education

MBA (Finance) Institute of Distance Education, University of

Madras. 2010

B.E (Production) Bachelor of Production Engineering,

St.Peter's Engineering College, Anna University. 2005

SAP IS-U Project Experience

Project #5

Client: Consumers Energy, USA

Duration: May 2014 - Till now

Project Details:

This project involves delivering major enhancements through SAP CRM

Utilities to implement a robust solution where multiple third parties

integrations were involved.

Project Area - Electricity (De-regulated)

Project Role - Module Lead (Customer Relationship Management) - Offshore

Project Deliverables Include: As-Is Study; Designing To-Be Solution;

Designing Functional Specifications; Guiding Developers in Technical

Solution; Implementing Major Enhancements based on requirement from client;

Two way communication design, E-Services and CRM Interaction Centre.

Integration design between SAP CRM, SAP ECC and third

party(iFactor/OMS/Satori)etc.

Project #4

Client: PT Trakindo Utama, Indonesia

Duration: Apr 2013 - Feb 2014

Project Details:

This project comes as a part of Global Solution for Dealer Management

for the dealers of Caterpillar Inc. This release has solution for managing

customers for sales & service through SAP CRM.

Project Area - Heavy Equipment Industry - Dealer Management Systems

Project Role - Team Member (Sales & Service) - Onsite since June 2013

Project Deliverables Include: As-Is Study; Designing To-Be Solution;

Designing Functional Specifications; Guiding Developers in Technical

Solution; Master Data Configuration in SAP CRM system; Customizing Customer

Interaction Centre - WebClient; Configuration of transaction types for

Lead, Opportunity & Quotation Management; Configuration of Installed Base &

Service Requests. Customizing Territory Management & Activity Management.

Project #3

Client: Bihar State Electricity Board, India

Duration: Sep 2011 - Feb 2013

Project Details:

This project comes under R-APDRP (Re-Structured Accelerated Power

Development and Reform Program) initiated by Ministry Of Power. The project

involves consultancy, design, development & implementation encompassing

business process applications, creation of baseline data, energy audit,

accountability & efficiency improved customer care services.

Project Area - Electricity (Regulated Scenario)

Project Role - Module Lead (Customer Service Module); Team Member (CRM)

Project Deliverables Include: As-Is Study; Designing To-Be Solution;

Designing Functional Specifications; Guiding Developers in Technical

Solution; Base Configuration in SAP IS-U system; Customizing Customer

Interaction Centre; Customizing Front Office Processes; Work Management

Configuration; Data Migration Strategy, Interfaces with SAP Portal & IVR.

CRM activities include CRM Interaction Center Customizing, Transaction

Launcher to call Front Office Processes, Basic Configuration for

replication of data between IS-U & CRM, Alerts, Knowledge Articles, and

Middleware Settings.

Project #2

Client: Punjab State Power Corporation Limited, India

Duration: Sep 2010 - August 2011

Project Details:

This project comes under R-APDRP (Re-Structured Accelerated Power

Development and Reform Program) initiated by Ministry Of Power. The project

involves consultancy, design, development & implementation encompassing

business process applications, creation of baseline data, energy audit,

accountability & efficiency improved customer care services.

Project Area - Electricity (Regulated Scenario)

Project Role - Team Member (Customer Service Module)

Project Deliverables Include: As-Is Study; Designing To-Be Solution;

Designing Functional Specifications; Guiding Developers in Technical

Solution; Base Configuration in SAP IS-U system; Customizing Customer

Interaction Centre; Customizing Front Office Processes; Work Management

Configuration; Migration of data through LSMW; Designing of IVR System;

Functional Specification for BI Reports, Integration Testing, End User

Training

Project #1

Client: Stadtwerke Solingen GmbH, Germany

Duration: Mar 2008 - Nov 2009

Onsite Duration: Mar 2008 - May 2008

Project Details:

This project comes under Group of Municipal Utility Companies initiated by

MVV Energie Group. This project involved consultancy, design, development &

implementation of SAP IS-U CCS for SWS GmbH with a customer base of 74000

for electricity. The objective of this project is to develop IT system to

tailor all services in a targeted way to the needs and desires of customers

based on GPKE (business processes for the supply of customers with

electricity)

Project Area - Electricity (De-Regulated Scenario)

Project Role - Team Member (Customer Service Module)

Project Deliverables Include: As-Is Study; Designing To-Be Solution;

Designing Functional Specifications; Guiding Developers in Technical

Solution; Base Configuration in SAP IS-U system; Customizing Customer

Interaction Centre; Customizing Front Office Processes; Work Management

Configuration; Designing of Workflows; Test Case Preparation; Post Go-Live

support.

Languages

English: speaking, reading, listening and writing.

German: (A1 Level Certified) reading, understanding.

Tamil: Native

Personal

Marital Status: Married,

DOB: 14th November 1983,

Passport No: G5877646 (05/11/2007-04/11/2017)

PAN No: AJVPA7697K

Others

Willingness to Relocate: 100%

Preferred Employment Type: Permanent

Notice Period: 3 Months

Countries worked previously: Germany,Indonesia

Interests & Pastimes

I enjoy travelling with teams; blogging; listening to music; volunteer for

social work.

Date : 12th December 2014

Place: Chennai

(Keynes Austin)

Contact this candidate