Sales Customer Service
Resume:
HIGHLIGHTS
. Performance driven professional with over 13 years of experience of
which 8 years in SAP SD, LE, and Customer Service modules
Implementation, hyper-care, production support, roll-outs and 5+ years
of domain experience.
. Experience in 6 SAP life cycle implementations, 2 Roll-outs and 3
support projects.
. 8 years of experience consists Core SME in SAP, team lead, senior
functional consultant in various projects includes Manufacturing,
Plantation & Processing, Hospitality, Dairy, Aviation, Consumer Goods
and Luxury Goods, channel management and consumer durables marketing
industries.
. Expertise includes ASAP methodology, BPP creation, SAP business
consulting, requirements gathering, process design, conducting
workshops, configuration, integration, RICEFW, testing, cutover,
trouble shooting, root cause analysis, data migration, training the end-
users and issue resolution.
. Configuration Expertise in the functionalities include QTC(Quote to
Cash) & OTC (Order to Cash)
. Design/Development and configuration experience in sales order
management, logistics execution, billing process, intercompany billing,
pricing, contracts, purchase orders, intra and intercompany STO
process, shipment and transportation, Plants Abroad, MIS reporting,
customer return and intercompany STO returns, credit management,
revenue recognition, rebates, IDOC, EDI and master data migration
activities.
. Holds Masters in Business Administration [M.B.A] in Marketing from
Andhra University (2003).
. Excellent in communication and presentation skills
PROFESSIONAL EXPERIENCE
PricewaterhouseCoopers (PwC) Sr. SAP Associate Sept 2012 to
Present
Tata Consultancy Services SAP Assistant Consultant Oct 2011 to
Sept 2012
IBM India Pvt Ltd Package Solution Consultant Feb 2007 to
Oct 2011
Brilliant Industries Territory Manager In-charge May 2003 to
March 2004
Skyline Promotions Executive Marketing Manager August 1999
to July 2001
COMPUTER SKILLS
SAP Skills:
. Sales & Distribution, Logistics Execution, Shipment & Transportation,
Customer Service, Tourism Management Suite, Solution Manager
. SME in SD, pricing, integration expert in SD-MM, SD-FI/CO, SD-PP, SD-
APO, SD-QM.
. Expertise in SAP ECC/R3, SAP SCM, SAP BW/BI/HANA & ABAP Reports,
RICEFW Functional
. Trained on SAP CRM - Sales module, SAP FSCM.
. ASAP & Agile Methodologies
Tools:
. HPQC, SOLMAN, CMS, LSMW, SAP SIMULATOR / TUTOR
. MS Office (Excel, Word, OneNote, PowerPoint), VISIO, SAP Redwood Job
Scheduler
PROFESSIONAL AND BUSINESS EXPERIENCE
Project 1:
Sr. Associate, PwC Client: Swagelok-BST, Oct 2013 to Till Date
Manufacturing Industry
Role: SME and Lead Consultant - QTC Stream (SAP Sales & Distribution
module)
Environment: ECC 6.0, HPQC, Solman, SAP SD, SAP MM, SAP PP, SAP APO,
OpenText
Project: Implementation, Roll-out & Support
Client makes fluid system components, which include plug, pinch, and radial
diaphragm valves, regulators, filters, flexible tubing, and welding
systems. Its products are used in the instrumentation, oil and gas, power,
petrochemical, alternative fuels, and semiconductor industries, as well as
biopharmaceutical research companies. It offers custom fitting, made-to-
order products, and third-party sourcing services. It has more than 225
sales and service locations in almost 61 countries
Responsibilities and key deliverables:
. Designed and developed various processes like quotation to customer
invoice, supplier sales, intercompany sales, variant configuration
pricing, sales order related intercompany invoice, repairs, and
returns process.
. Conducted workshops to gather requirements understand and present
various processes.
. Designed intercompany STO, intracompany STO, DPG & Drop-ship / third-
party sales process including creating STO/PO types, delivery types,
invoice types, auto goods receipts at receiving plant against STO's,
delivery creation which are highly integrated with MM and LE module.
. Configured the design in realization phase, testing, planned cut-over
activities, hyper care phases of the project. Handling phase 5 of the
project and support activities post hyper care.
. Developed programs to create quotations and sales orders from
interfaces like DMS, SCALA and ROADS and to outflow the data to ROADS
interface.
. Developed pricing at the delivery level to address ROADS interface
pricing and freight calculation at the invoice level.
. Providing solution for integration points with other streams like QTC-
STP, RTR, FTP, MTC, ITD in process like sales at cost, invoicing,
pricing calculation with routines, sales order confirmations /
planning / ATP, GATP, MTO production process, etc.
. Developing solution using user-exits at sales order level to activate
and deactivate delivery blocks, populating texts etc. and at invoice
level, BAPI's for creating quotation / sales order through interface,
BADI's at delivery level and routines to address pricing requirements.
. IDOC process to create quotations, sales orders, and invoice outbound
confirmations to their legacy systems DMS and SCALA. IDOCS to create
the intercompany invoices.
. FS preparation for the RICEFW objects and for output programs as per
the processes.
. Coordinates from onsite and interacted with team members at offshore
for timely completion of the development objects deliverables.
. Resolved the change requests for any change in the process and defects
created during development and integration testing of RICEFW objects
to address all the requirements.
. Trained the core team and users in understanding the system and
resolving the defects, level 2 and level 3 critical to low priority
incidents as per the time lines.
. Maintaining the project documentation in Solman, test results and
defects using HPQC tool.
. Along with other reports, suggested and developed cross business
report to identify past due MTO sales orders and be able to link these
to an associated production order that may well be in the future.
. Knowledge transfer to PDL, BA and to the team as per the process
designed.
Project 2:
Sr. Associate, PwC Client: Ferro Oct. 2012 to Aug. 2013
Manufacturing Industry
Role: Functional Consultant - Sales & Distribution Module
Environment: SAP R/3 4.6c and ECC 6.0, Solman, HP ticketing tool
Project: Support
Client is a leading global supplier of technology-based materials for a
broad range of manufacturers. Their materials enhance the performance of
products in electronics, solar energy, telecommunications, appliances,
automotive, household furnishings, building and renovation,
pharmaceuticals, and industrial markets.
Responsibilities and key deliverables:
. Resolving day to day level 2 and level 3 calls/tickets logged in HP
ticketing tool as per SLA by interacting with the users and guiding
them understanding the process.
. Developed a new process to address Indonesia year wise tax invoice
number range issue as per the statutory requirement by creating new Z-
table to maintain number ranges and to read specific dates along with
the KMK number, serial number, company code, and tangal. Developed
using the user-exit at invoice level and changed the invoice layout to
print accordingly.
. Coordinates from offshore and interacted with team members at client
site for timely resolution of SAP Calls/ Issues raised by the users.
Thus enabling us to meet our SLA's without any financial implications.
. Periodically monitored SAP Call statuses & Change Requests (CR's) for
accuracy and realistic inputs with a view to ensure that SAP Call
Resolution & CR closure / Solman processes are met in time bound and
also further reducing pending /carry forward calls.
. Analyzed the calls and concludes whether it needs to follow the CR
process for any change requests or enhancements.
. Handled Change Requests which helps client to meet their business
requirements, providing Functional Specifications in correcting /
developing reports to technical consultant, interacting with cross
functional consultants whenever required in resolving the calls.
Interacting with the client to provide solution as per the
requirement.
Project 3:
Assistant Consultant, TCS Client: Tata Coffee Ltd March
2012 to Sep. 2012
Plantation and Processing Industry
Role: Team Lead - Sales & Distribution Module
Environment: SAP ECC 6.0
Project: Implementation
The client is one of the largest integrated coffee plantation companies in
the world with business activities ranging from growing and curing of
coffee to the manufacture and marketing of value-added coffee products. The
client sells pepper, cardamom, and timber along with coffee.
Responsibilities and key deliverables:
. Gathered business requirements by conducting workshops.
. Designed and configured processes like MTO sales for Instant coffee,
Arabica and Robusta. MTS sales for Instant coffee, Tea and Pepper.
Auction sales for Tea and Pepper. Job work sales for Kushal Nagar
Works plant. Sample / FOC, Excise, Tax calculation and Returns
Process.
. Processes include quotation through invoice, contract through invoice,
Sales order through invoice, Intra company STO.
. Mapped As-Is and To-Be by driving the workshops in the business blue
print phase.
. Developed integration areas with MM, FICO and PP.
. FS preparation for the development objects, quotation layout, sales
order confirmation, and invoice layouts for each process.
. Tested the business processes configured.
. Conducted trainings to the core team.
. Involved in the cut-over strategies and prepared the upload tools for
the cut-over data for SD.
. Developed sales reports as per the business requirements.
Project 4:
Assistant Consultant, TCS Client: MHRIL Jan. 2012 to
Feb. 2012
Hospitality Industry
Role: SME - Sales & Distribution Module
Environment: SAP ECC 6.0, TMS
Project: Implementation
The client is a part of carries out business across the infrastructure and
realty sectors. With a network of 35 resorts across the country, they are
the leaders in the Indian leisure hospitality industry, offering quality
holidays designed for the discerning and differentiated needs of families.
Responsibilities and key deliverables:
. Resolved pricing issues as per the requirement and developed pricing
structures integrating with TMS system for the POS sales.
. Resolved integration issues with SD and TMS (Tourism Management
Suite).
. Resolved the tax calculation issues and mapped accordingly.
. Tested the processes mapped.
Project 5:
Assistant Consultant, TCS Client: TITAN Industries Oct.
2011 to Jan. 2012
Luxury Goods Industry
Role: Functional Consultant - Customer Service Module
Environment: SAP ECC 6.0
Project: Implementation
The client is one of the global majors operating across industry verticals
like aerospace, automotive, oil and gas, engineering, hydraulics, solar,
and medical instruments other than watch-making.
Responsibilities and key deliverables:
. Conducted workshops and discussions with the client for understanding
the business process.
. Designed and mapped Service notifications, Service Orders, Repairs,
Service Contracts, Planned Services and testing the functionality.
. Provided solution for integration areas with SD and FICO.
. Handled MDM by developing LSMW for the required objects.
Project 6:
Package Solution Consultant, IBM Client: AMUL - GCMMF & MU's Nov. 2009 to
Oct. 2011
Dairy Industry
Role: Functional Consultant - Sales & Distribution Module
Environment: SAP ECC 6.0
Project: Implementation
The client is one of the biggest producers of dairy products in the world.
The project aimed at mapping the typical dairy operations for a number of
locations to the tune of around 2.7 billion $ in terms of turnover. GCMMF
is a state level apex body of milk cooperatives in Gujarat which aims to
provide remunerative returns to the farmers and also serve the interest of
consumers by providing quality products which are good value for money. The
project brings under ambit all the manufacturing and processing operations
of 13 Member Unions and the huge marketing operations of its governing body
GCMMF.
Responsibilities and key deliverables:
. Along with the team lead, designed all the SD and integration
processes for SD module.
. Designed process like distributor sales, pouch milk sales, tanker milk
sales, ice cream sales, damage goods sales, returns, intercompany
sales, intercompany and intracompany STO, intercompany STO returns,
shipment and transportation, consignment, exports, excise and rebates.
. Developed module pool for the pouch milk sales to address the volume
of dispatching 175 trucks every day within 3 hours of time and to
handle crates using the same process.
. Developed Z-transaction and program to analyze damage goods and create
damage goods sales. With this users cannot create sales orders using
VA01 for damage goods sales.
. Developed Z-tables to maintain tankers master data which was used to
calculate shipment and transportation / freight costs for tanker milk,
pouch milk and ice cream sales.
. Created Z-fields and used user-exits at sales order and invoice level
to calculate the prices as per FAT and SNF for tanker milk sales
process.
. Mapped the process as per the business requirement i.e., entire
configuration for SD process, pricing, developments for the gaps, FS
preparation for the required developments, and testing of the process
mapped.
. Designed integration areas with MM and FICO along with the MM and FICO
team.
. Monitored the work allocated to the consultants within the module.
. Maintained the SD process documentation and prepared the training and
end-user manual.
. Handled master data migration by uploading programs and LSMW.
. Involved and learned handling cut-over activities for the successful
go-live.
. Resolved hyper care issues as per the issue resolution process.
. Developed various sales and operations reports in ECC.
. Developed outputs for truck sheets, distributor sales invoice, ice
cream sales invoice, excise invoice, export sales invoice.
Project 7:
Package Solution Consultant, IBM Client: IATA June 2009 to
Oct. 2009
Aviation Industry
Role: Functional Consultant - Sales & Distribution Module
Environment: SAP ECC 6.0, Solman
Project: Implementation
The client is an international industry trade group of airlines. Its
mission is to represent, lead and serve the airline industry. In addition,
it provides essential professional support to all industry stakeholders
with a wide range of products and expert services, such as publications,
training, and consulting. Its financial systems also help carriers and the
travel industry maximize revenues. The project was one of the most
ambitious projects undertaken in transforming the client's business and
infrastructure. It represented a major investment of $20m over 3 years and
was based on the SAP ERP product. The project delivered integrated business
processes with speed and quality in management information.
Responsibilities and key deliverables:
. Design and development of training materials for the SAP
Implementation project for the business process Oder-To-Cash (SD) as a
part of learning team.
. Various deliverables to be developed include module outlines, module
presentations, work instructions, simulations, and exercises.
. Created the relevant data and tested the scenarios created for all OTC
transactions, to enable end users to run the transactions in SAP
during the classroom session
. Understood business definitions and documenting the data.
. Tested all the Order-to-Cash (OTC) scenarios implemented for the
INSIGHT project
. Created data through LSMW in test environment
. Reviewed deliverables (exercises, module presentations, and work
instructions) developed by other team members, for adherence to
standards and guidelines, as a SME for OTC
. Managed a central tracker for all OTC deliverables. Also managed the
repository of source materials and deliverables for OTC via SOLMAN
(Solution Manager)
Project 8:
Package Solution Consultant, IBM Client: Heinz India Pvt Ltd Apr.
2007 to June 2009
Consumer Goods Industry
Role: Functional Consultant - OTC & WAT Streams
Environment: SAP 4.7, CMS Tool
Project: Support & Roll-out
Heinz India is fully integrated into the global Heinz operations, employing
high standards in quality at its state-of-the art manufacturing facilities.
Heinz India provides taste and nutrition through globally trusted products
like Heinz Tomato Ketchup and strong local products like Complan - a health
drink, Glucon-D - an energy drink, Nycil - the most effective prickly heat
powder and Sampriti - desi ghee with "mahek bhara swaad".
Responsibilities and key deliverables:
. Coordinated from client place and interacted with team members at
offshore and onsite for timely resolution of SAP calls/issues rose by
the users, meeting SLAs without any financial implications.
. Handled OTC (Order to Cash) and WAT (Warehouse and Transportation)
streams, resolving everyday calls/tickets logged in CMS tool as per
SLA by interacting with the users.
. Periodically monitored SAP calls statuses and change requests (CRs)
for accuracy and realistic inputs with a view to ensure that SAP call
resolution and CR closure processes are met on time, reducing
pending/carry forward calls.
. Helped DPE/project manager in internal IBM audits and customer-
initiated audits to ensure that audit related queries were resolved
and closed within the stipulated time period.
. Resolved the calls/tickets and guided the users as required.
. Analyzed the calls and concluded as to whether they needed to follow
the ECR process for any change requests or enhancements.
. Gave valuable suggestions to client in leveraging SAP.
. Handled CRs to help client meet the business requirements, providing
functional specifications in developing new reports to technical
consultant, interacted with cross-functional consultants whenever
required in resolving the calls. Interacted with the client to provide
solution as per the requirement.
. Ensured integration of data from both SAP and non-SAP sources. Worked
on interfaces to transfer data from SAP to non-SAP server.
. Understood business definitions and documented the data.
. Coordinated all the business requirement delivery efforts with the
project manager.
. Involved in different work areas like order, delivery, shipment,
invoice process, pricing procedures, account determination, item
categories, transportation, user-exits, free good determination,
customized reports, enhancements, the business scenarios testing,
working on change requests, roll-outs, etc. as part of support
activities.
DOMAIN EXPERTISE
Distribution and Product base warehouse management Apr. 2004 to
July 2006
Mehar was involved in the family business which is mainly into manufacture
and distribute Aqua and Poultry-based products like agri-lime, dolomite,
lime stone powder, burnt lime, hydrated lime, poultry stone grit, etc.
Mehar's responsibility was to deal with the customers to get the orders and
customer satisfaction, deal with different manufacturers and vendors to
make the product availability at the reasonable price which intern supplies
to the customers.
Territory In-charge, Brilliant Industries May
2003 to March 2004
Manufacturing Industry
The client specializes in the manufacturing of high quality veterinary
biological products using the modern cell culture technology.
Responsibilities and key deliverables:
. Appointed distribution channels like distributors and dealers.
. Conducted seminars about animal health and products to the customers.
. Monitored competitors' day-to-day activities.
. Coordinated and properly channelized the sales activities of the
representatives.
. Achieved sales targets individually and as a team, and prepared sales
targets and budgets.
. Appointed representatives and trained them about the products and the
market.
Executive Marketing, Skyline Promotions Aug. 1999 to July
2001
Distribution and Warehousing
The client is a subsidiary of wholesale warehousing industries specializes
in marketing of consumer durables and household materials.
Responsibilities and key deliverables:
. Achieved sales targets, conducted market research, and involved in new
product introductions.
. Organizing camps and enhanced customer relationship through frequent
visits.
. Provided services like sponsorships and meetings.
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