Customer Service Sales

MUDASSAR VALSANGKAR

SAP CRM FUNCTIONAL CONSULTANT with 5 years of exp.

Email: *******@*****.*** ; Mob: 098********

CAREER OBJECTIVE: Growth of my organization and my career

Seeking the responsible position in a dynamic work environment & focused on promoting

company’s growth by providing the best of my Knowledge,skills, abilities & experience in terms

of project management skills, understanding business scenarios & business processes,problem

identification and implementation of effective solutions.

STRENGTHS:

• The ability to work in a fast-paced, team environment and interested to learn new

technologies and emerging standards and have ability to learn quickly.

• Excellent communication and interpersonal skills, involved in interacting with core team and

dealing with end-users in documenting specifications and requirements.

• Proficient in Analysis, Process design, Implementation, Trouble shooting, Testing and User

trainings of SAP CRM.

• Excellent understanding of ASAP methodology and involved in two full life

cycle implementations.

• Experienced in analyzing Business Processes and mapping Business Processes by

following SAP Best Practice.

• Expertise in guiding the technical team members for User Enhancements, Custom Reports

and other system modifications and identifying the RICEFW objects.

WORK EXPERIENCE

SUMMARY

Overall experience of 9 years with 5 years experience as SAP CRM Functional Consultant with 2

Full End to End Life Cycle Implementation projects & 1 Support project.

Organizations Role Durations Years for

Exp

BSH Household Appliances Business Analyst July 2014 till date 4 months

Pvt.Ltd.

Readinus Software Pvt.Ltd. SAP CRM Functional Apr 2012 – June 2014 2 years+

Consultant

Readinus Software Pvt.Ltd. Assistant Consultant Jan 2010 – March 2012 2years +

[CRM Functional]

Technosoft Development Corporate Sales Manager June 2007 – Dec 2009 2 years+

India Pvt.Ltd.

Shah Computers Assistant Manager – Sales Apr 2005 – May 2007 2 years+

Résumé

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BSH HOUSEHOLD APPLIANCES PVT.LTD. – BUSINESS ANALYST-LEAD

JULY 2014 – PRESENT

RESPONSIBILITIES:

• Responsible for SAP CRM Support to RAP (Region Asia Pacific) Countries for day to day

business operations directly in the production system.

• Mainly handling customer service module.

• Done end to end SAP CRM Roll-out for New Zealand successfully.

• Responsible for information system design, country roll-out participation, and support of

customer service repair and service management system (SAP CRM Environment).

• Analyzing and processing requirements of the countries,process consulting and change

management.

• Preparation of detailed and elaborated “Process Analysis documents” and "Business

Requirements Specifications" documents for the development team.

• Day to day support for RAP countries in production system. Involved in training of end users

and troubleshooting day to day problems. Providing assistance to fix the bugs and errors and

close the tickets.

• Setting up customer service branches in the system & creating own technicians for all the

branches throughout RAP.

• Worked on Extended Warranty,Exchange,Return & In-House Repair processes.

• Configured Call booking,account & iobject determination process in IC (Interaction Centre).

• Creating service partners(3rd Party) & service partner technicians for all the Service Partners

throughout RAP.

• Defining postal codes & zip areas, uploading it in the production system & assigning postal

codes to zip areas.

• Setting up appointment scheduling for own technicians as well as service partner technicians,

both-automatic as well as manual.

• Maintaining & assigning qualifications to own technicians as well as service partner

technicians for service & installation of all the appliances.

• Mapping zip areas & maintaining settings for determination of technician,appliance,zip area

& priority in both-Automatic as well as Manual appointments.

• Defining & maintaining all technician’s working days,working hours & maintaining their

planning board as per country specific factory calendar.

• Ensuring appointment scheduling is happening correctly.

• Customizing Jobcards for all the branches & service partners.

• To set up a background job with variants for Jobcard printing which is scheduled at different

times for different countries & branches.

• To run different programs for jobcard printing as well as manual generation of jobcards

incase jobcard printing fails.

• Ensuring jobcard printing is happening at defined periodicity correctly.

• Maintaining products,iobjects & accessories with variants for all countries & branches.

• Maintaining Spare parts consumption in for Installation & service of appliances.

• Configured & customized different types of Service Orders- Installation Order,Field service

order,Refurbishment order & Workshop order for all countries & different branches.

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• Configured & customized Service Confirmation for all types of orders & maintained copy-

control to make it a follow up document to service order for all countries & different

branches.

• Maintained customized accounting indicator,status & item category & item category

determination for all countries & different branches.

• Maintained settings for charging confirmation & billing for all countries & different

branches.

• Creating test scenarios and testing the versions,preparing test cases

• Creating reports/dashboards and publishing for end users.

• Preparation of user guide & training documents,training branch service managers & Key

users.

SAP CRM Roll-out for New Zealand:

• Mapping Customer data.

• Creating Postal code file for New Zealand & uploading it in the system for correct

determination of address.

• Defining,Configuring,Customizing & Maintaining all the master data,transactions,processes

& functions.

• Extensively involved and coordinated testing phase of the project and performed unit

testing to ensure high precision.

• Participated in preparation of test cases for unit & integration testing and defect tracking in

Quality Center.

• Documented the entire configuration done and involved in the end user training and

Knowledge Transfer sessions and Production Support.

• User acceptance training, training branch service managers & Key users, preparation of user

guide & training documents. Trained the production support team & super users.

• Cut-over activities.

• Go-live & Post Go-live day to day support and continuous development.

PROJECT 2 – IMPLEMENTATION APR 2012 – FEB 2014

Client : Visteon Corp. USA

Company : Readinus Software Pvt.Ltd.

Role : SAP Consultant - CRM Functional

SAP Version : mySAP CRM 7.0.

Client profile: Visteon Corporation is an American global automotive parts company. Visteon

specializes in providing integrated system solutions to automotive manufacturers worldwide. Visteon

Corporation is a major global automotive supplier of value-added components and systems to

vehicle manufacturers around the world through its family of enterprises, including Visteon

Electronics, Visteon Interiors, Halla Visteon Climate Control Corp. Visteon Corporation has

substantial relationships with General Motors, Chrysler, and several Asian manufacturers including

Nissan and Hyundai. In 2005, Visteon is headquartered in Van Buren Township, Michigan.

SCOPE OF PROJECT: End to End implementation of mySAP CRM 7.1.

RESPONSIBILITIES:

Résumé

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Involving in AS-IS and TO-BE analysis during Blue Print Phase for gathering information

and requirements to prepare blueprint documents

Involving in Various business meetings to analyze and document the business requirements

for the Client.

Preparing Process Design Documents.

Mentoring Jr. consultants in customizing & business processes.

Assigned to the project during the initial phase.

Implementation of Service module End to End.

Sales & Marketing implementation.

Active participation during Final Preparation, User Training,Cut over and Go Live.

CONTRIBUTIONS:

BASIC CUSTOMIZATION:

• Involved in creation and customization of Business Partners roles,Business partner views.

• Configuring field attributes as per Business partner role,defining business partner type,

maintaining data origin type.

• Created number range and grouping.

• Created Business Partners relationship in various groups and maintained it as per requirement

• Creation of Organizational Model includes creating organizational structure & assigning

sales & service organizations to corresponding organizations in ECC.

• Assigning all the Positions & Users to the respective organizational units

• Maintaining attributes for each organizational unit for Sales,Service & Marketing.

• Implementation of Organization Data Determination Profile, Defining Generic &

Responsibility Rule and assigning these rules in Defining Organization Data Profile.

• Customization of the Transactions (Lead, Opportunity and Quotation) by assigning different

profiles & procedures to it.

• Configured Partner Determination Procedure by defining Partner functions,Access sequence.

• Creating Status Profile,Action profile & maintaining Text profile & Date profile,Item

category& Item Category determination.

• Copying Control in Transactions to develope the connection & sequence between two

transactions.

• Customized and configured Action Profile,maintaining Schedules & conditions for it.

SERVICE:

• Configured SLAs [Service Level Agreements ],Service profile,Response Profile & different

priorities.

• Configured Service Contracts, Service orders,Service Confirmations.

• Configured Billing scenarios-Periodic Billing,Billing cycle.

• Worked on IBases[Installed base]-Maintained Products,Components,Individual Objects &

Qualification requirements for each & every IBase.

• Maintained Service Plan and Service Plan Simulation for automatic Sales Order creation on

due dates.

• Maintained Copying Control between transactions to create follow-up transactions.

• Worked on Complaints.

• Worked on enhancements using AET [Application Enhancement Tool ].

SALES:

• Customized sales Transactions. (business activity, leads,opportunity, quotation and sales

order) by assisgning all relevant profiles & procedures.

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•Maintained Copying Control between transactions to create follow-up transactions.

•Defining lead qualification level,lead group,lead origin & lead priority.

•Defining Questionnaires for leads.

•Defining Sales cycle,Sales stages & analyzing phase.

•Customized Business Activities by creating Action Profile, defining conditions and

maintained Activity journal.

• Customized Opportunity,Quotation,Sales order & other transactions.

MARKETING:

• Configured marketing plans by creating Marketing Plans, marketing plan elements, and

campaigns.

• Defined campaign by creating objectives, tactics, types.

• Defined marketing attributes & marketing set types.

• Assignment of marketing attributes to Business partners.

• Selection of Data Source & attribute list.

• Doing Segmentation, Creating target groups & profile sets using Segment Builder.

• Got the E-mail form customized from content team.

• Enhanced Products by maintaining Attributes & set types, assigned products to categories &

hierarchies which were further assigned to marketing planning & campaign management.

• Customized Leads by defining Lead Group, Origin, Priorities and defined Questionnaires for

Leads which were used for Surveys.

IC-WEBCLIENT/ WEB UI:

• Defined IC Webclient Profile and assigned it to Organization Structure.

• Customizing Navigation Bar Profiles.Configured Navigation Bar,Logical links,Work

centres,Work centre Links, Direct Links etc.

• Configured Web UI by using Transaction Launcher.

• Configured views by using BSP Work Bench.

• Defined Role configuration key & maintained Layout profile.

• Used AET [Application Enhancement Tool ]for enhancement in Web UI.

MIDDLEWARE:

• Defining logical system.

• Creating RFC destinations & remote logon.

• Maintaining CRM connectivity config tables.

• Worked on Administration Console which includes Creating Sites, Publications, and

Subscriptions.

• Registration of RFC destination.

• BDOC Modeler,monitoring & tracking of BDocs.

• Some basics of Middleware Administration,Monitoring,Initial load,Delta load & Objects.

PROJECT 3 – IMPLEMENTATION SEP 2010 – MAR 2012

Client : Cummins Inc. USA

Company : Readinus Software Pvt.Ltd.

Role : Assistant Consultant [SAP CRM Functional]

SAP Version : mySAP CRM 7.0.

Client profile: Cummins is a global power leader that designs, manufactures, sells and services diesel

engines and related technology around the world. Cummins serves its customers through its network

Résumé

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of 500 company-owned and independent distributor facilities and more than 5,200 dealer locations in

over 190 countries and territories.Cummins Engine Business manufactures and markets a complete

line of diesel and natural gas-powered engines for on-highway and off-highway use. Its markets

include heavy-and medium-duty truck, bus, recreational vehicle (RV), light-duty automotive and a

number of industrial uses including agricultural, construction, mining marine, oil and gas and

military equipment. Cummins Engine Business also provides a full range of new parts and services

and remanufactured parts and engines through an extensive distribution network. Headquartered in

Columbus, Indiana, United States.

SCOPE OF PROJECT: To implement mySAP CRM 7.0 and replacing SAP CRM 5.0

RESPONSIBILITIES:

Assigned to the project during the Blueprinting stage.

Participated in implementation with Basic Customization, Service, Sales,Marketing.

Active participation during Final Preparation, User Training and Go Live.

CONTRIBUTIONS:

BASIC CUSTOMIZATION:-

• Involved in creation and customization of Business Partners.

• Created number ranges and grouping, different roles for maintaining Business Partners, and

configured field setting.

• Maintenance of organizational model includes divisions, distributions, tupels and create

position, user and assign it to organization model assign attributes to position.

• Customized Transactions (Lead, Opportunity and Quotation) and Configured Partner

Determination Procedure, Status Profile, Action Profile,Organizational Data Profile, and Date

profile.

• Copy-Control in Transaction.

SERVICE:

• Configured Service Contracts, Service orders,Service Confirmations.

• Created Service Organizations & assigned it to the corresponding organizational structure in

ECC.

• Maintained Copying Control between transactions to create follow-up transactions.

SALES:

• Customized sales Transactions. (business activity, leads,opportunity, quotation and sales

order) by assisgning all relevant profiles & procedures.

• Maintained Copying Control between transactions to create follow-up transactions.

• Defined Partner Determination Procedure by creating Access sequence and Partner functions.

• Created Organization Data Profile by defining determination rules for data determination in

all transaction type.

• Configured Opportunity by defining Sales cycle,Sales stages & Analyzing Phase.Assigning

analyzing phase to sales stages.

MARKETING:

• Creating Marketing Plans, marketing plan elements, and campaigns.

• Defined campaign by creating objectives, tactics, types,defined field grouping.

• Defined marketing attributes & marketing set types.

• Assignment of marketing attributes to Business partners.

• Selection of Data Source & attribute list.

Résumé

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• Created Target Group and Profile sets using Segment Builder.

WEB UI:

• Customized Navigation Bar Profiles. Configured Navigation Bar,Logical links,Work centres,

Work centre links,Direct links.

• Configured Web UI by using Transaction Launcher,calling desired transactions by using it.

MIDDLEWARE:

• Defining logical system.

• Creating RFC destinations & remote logon.

• Maintaining CRM connectivity config tables.

• Worked on Administration Console which includes Creating Sites, Publications, and

Subscriptions.

• Registration of RFC destination.

• Monitoring & tracking of BDocs.

PROJECT 4 – SUPPORT JAN 2010 – AUG 2010

Client : Sysco Corporation USA

Company : Readinus Software Pvt.Ltd.

Role : Assistant Consultant [SAP CRM Functional]

SAP Version : SAP CRM 7.0

Client Profile: The Sysco is the global leader in selling, marketing and distributing food products to

restaurants, healthcare and educational facilities,hotels and inns, and other foodservice and

hospitality businesses & lodging establishments. Its family of products also includes equipment and

supplies for the foodservice and hospitality industries. Sysco has sales and service relationships with

approximately 425,000 customers.Operating from 193 locations throughout the U.S., Bahamas,

Canada, Ireland & Northern Ireland, Sysco's product lines are as diverse as the 48,100 employees

who support its daily operations. The company is headquartered in the Energy Corridor district

of Houston, Texas.

RESPONSIBILITIES:

• Providing SAP CRM functional support and Coordinate with the technical team in resolving

tickets related to mySAP CRM Sales, Marketing,Service & Web UI.

• Involved in giving Post Go Live support.

• Joined the project in “Hypercare Period.”

• Problem Analyzing, testing and giving solution of priority 3 and 4 tickets.

• Preparing the “Proposal Documents” for some tickets as required.

• Taking approval for it from concerned authorities.

• Fixing the tickets & conducting FUT [Functional Unit Testing] for it.

• Preparing “Solution Document “ after fixing the ticket.

• Preparing “Testing Documents” after testing it.

• Providing training to the user on new configuration set up.

• Conducting weekly review conference with Key Business Users (KBUs) on the “OPEN”

tickets.

• Preparing functional specifications for added functionalities.

• Closure of tickets only after getting the confirmation from the Business User.

Résumé

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TECHNOSOFT DEVELOPMENT INDIA PVT.LTD. CORPORATE SALES MANAGER JUNE

2007 – DEC 2009

Was in Business to Business sales of Web designing & ERP solutions for small and mid-sized to

large corporations in Mumbai . Providing Industry specific,business specific & department specific

solutions.

RESPONSIBILITIES:

• Understanding the client’s business & giving customized solutions for it

• Providing Industry specific,business specific & department specific solutions.

• Managing Key accounts.

• Delivering sales presentations to the middle & top management

• To make fresh calls & follow up calls daily

• Getting technical intervention for closures

• Was responsible for after sales Service as well

• To be a part of marketing activities & cold calling.

• Was a part “Achiever’s Club” for every month for exceeding annual sales quotas and

providing exceptional customer service.

• Consistently rank in the top three sales people out of 30 total sales managers.

• Conducted employee training sessions on new products & various sales techniques.

• Recognized by management for strong leadership abilities, and provide mentoring to new

employees.

• Recognized by leaders for management, business analytical skills & teamwork.

SHAH COMPUTERS ASSISTANT MANAGER – SALES APR 2005 – MAY

2007

Was in Business to Business sales of Computers [Both Desktop & Laptop ],Computer

Hardware,Networking & Services [AMC] for small companies in Mumbai .

RESPONSIBILITIES:

• Handling a team of 4 Sales Executives & 5 Service Engineers and generating business

through them.

• Training subordinates in products and the sales & service process.

• Tracking team’s daily activities & performance

• Handholding of new employees in the team.

• Going on sales calls with all executives.

• Ensuring that they achieve their targets & earn incentives.

• Events & Promotions to generate more business in companies.

• Attending customer complaints.

• Marketing activities with team.

• Generating business through references from existing clients.

EDUCATION & CERTIFICATIONS

Résumé

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M.B.A. in International Business & Marketing from California Business School.

BHMS from C.H.Keluskar College,Nashik University, Maharashtra.

Résumé

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