Service Management

SAP Module Name: SAP CRM FUNCTIONAL

Total IT Experience: 5+ yrs

Relevant Experience: 9 yrs approx.

Present CTC: 8.28lacs

Expected CTC: Company Standards

Notice Period: 30 days

Date of Birth: 12-12-1983

Contact / Mobile No.: 909-***-****

Pan Card – AETPT6958B

Tarun Trehan

Email **************@*****.***, ************@*****.***

Phone: +91-909*******, 991-***-****

SAP CRM Functional Consultant

Having total Experience : 9 years including 5+ yrs CRM experience.

Worked on "AS-IS" and "TO BE" Gap Analysis.

Identifying and analyzing the existing business process requirement of client company, translation of same into SAP system and coordinating with Technical Team.

Carried out unit testing.

Involved in preparation of User Manual Document.

Coordinated user acceptance testing and imparted training to users.

Regular interaction with Client to ensure continuous process improvement and modifications.

Life cycle implementation experience in SAP CRM functional - CRM Service module with webui.

Work Experience

Project 3 Current

Project: Implementation

Company Name:Future Group

Assistant Manager - Customer Solutions

December 2014 to Present

"I also know SAP SCM module configuration and OTC process

Sd & fI integration settings. Enterprize structure, credit management and other basic configuration"

In SAP CRM - In current organisation I have done Implementation for Asian Lights & Brand factory (Retail format) service module.

For Ezone, BigBazar, Hometown, Central Mall, I did enhancements along with Web UI cleaning, Streamlined categorizations for all formats & Survey capture for Big Bazaar, E-zone, Hometown, Central mall.

Roles and Responsibilities:-

Carried out customizations as per business requirements of the blue print of service module.

Having experience on customizing the Service Order according to the client requirement.

Customized Web UI with Business Roles, Navigation Bar, Work Centers, direct link groups etc.

Having experience on customizing the service confirmation according to the client requirement.

Involved in customizing the Complaint management and In-house repair management transitions.

Involved in customizing the Action profile and cancellation procedures for service transitions.

Involved in customizing of service contracts and service Agreement transitions.

Configure Service Level Agreement for Service Product and maintain Relationship of warranty with product.

Involved in Customizing service Transaction types, Item categories, Item category Determinations.

Configured copy control settings for various transaction types and item categories for follow up transitions.

Customized the controlling attributes like subject profile and Date profile.

Case tagging & assignment to service team & Also call center case tagging to store with escalation matrix in place.

Project 2

Project: Implementation

Company Name:ULE Systems, pune

SAP CRM Associate consultant

Client - Lancia Automobiles

June 2012 to Nov 2014

Client History

The Lancia Company known as an Italian Automobile manufacturer found in 1906 by Vicenza Lancia. Lancia has a long tradition of passenger, fast touring, sports and racing cars. They have tended to emphasize quality, appearance and sophisticated design. Lancia is famous for many automotive innovations. The Lancia Motor Company sells a broad range of automobiles under the lancia marquee worldwide. Our client has Implements SAP with the components SAP CRM 7.0.The scope of the project in SAP CRM was service. The project at Lancia involved implementation of service module covering service calls, Complaints, Installed base, And warranty and Agreements and Contracts. I base functionality of CRM was used for warranty validation of the machine.

Roles and Responsibilities:-

Carried out customizations as per business requirements of the blue print of service module.

Involved in customizing the Service Master Data-Installed Base.

Involved in customizing the Complaint management and In-house repair management transitions.

Involved in customizing the Action profile and cancellation procedures for service transitions.

Involved in customizing of service contracts and service Agreement transitions.

Configure Service Level Agreement for Service Product and maintain Relationship of warranty with product.

Involved in Customizing service Transaction types, Item categories, Item category Determinations.

Configured copy control settings for various transaction types and item categories for follow up transitions.

Customized the controlling attributes like subject profile and Date profile.

Having experience on Billing for service transitions.

Having experience on customizing the Service Order according to the client requirement.

Customized Web UI with Business Roles, Navigation Bar, Work Centers, direct link groups etc.

Having experience on customizing the service confirmation according to the client requirement.

Functional Experience

Project – 1 Support

Company Name:ULE Systems, pune

SAP CRM Associate consultant

Client - Dura pipe

March 2011 to May 2012

Client History

Dura pipe UK is a leading manufacturer of high performance, thermoplastic pipe work systems. With over fifty years of experience, our portfolio of products is widely used around the World for many different applications. Whether it is pressure pipe work for the conveyance of different media such as water, fuel or more aggressive fluids or specialist drainage pipe work, the solution will be found within the Dura pipe range. Our products are sold and used in a variety of different applications around the World. Through an international distribution network we have a substantial presence in all corners of the World. A number of individual market leading brands are united within Dura pipe UK these include Dura pipe, Vulcanize, and Guardian, each of which are leading pipe work brands within specific markets. The scope of the project in SAP CRM was service and marketing. The project at Dura involved support of service and marketing module covering their request for change their transactions and marketing transactions and business partners.

Roles and Responsibilities:-

Provide support to the business users by resolving all the raised service tickets on priority without crossing SLA.

Handling tickets on daily basis and maintain the SLA in ticket solving.

Provide support already implemented service to the client service, marketing modules.

Re- defines the business transactions like (service transitions -complaint, In-house repair and etc)

Re-configured the personalized mail forms, Re customized Lead management, Re customization of Lead origins, Lead priorities and lead groups.

Re-configured the questioner for lead and assign qualification levels to the questionnaires.

Re-defines the status profile and subject profile for lead transaction.

Re-configured business partners like customers, Employees and contact persons and prospects roles.

Additional Information

Expertise in customizing master data including Organizational structure, Business partner and territory management and Product master & Product enhancement and I Base.

Expertise in customizing transaction types, item category, controlling attributes like PDP, Org data determination, Date profile, Action profile, Text det. Procedure, Status profile, Subject profile and activity management.

CRM Marketing: Expertise in Marketing planning and campaign management, segmentation, profile sets, target groups, mail forms, surveys, lead management, with expertise in configuring campaign execution and automation.

CRM Sales: Expertise in Sales scenarios in various capabilities of sales cycle like Account and Contact Management, Opportunity Management, sales methodology for sales assistance & buying center, Quotation Management, Contract Management and Order Management.

CRM Service: Expertise in Installed base, Service contract, Service Level Agreement (SLA), Complaints, In-house repair, Warranties, Service agreements, Service order, Service conformation.

CRM Middle ware: Expertise in Middle ware, Downloading BP data and organizational model from R/3 to CRM and monitoring the Queues. Initial load & delta load.

CRM Webui: Expertise in set up Web UI with specified business roles, configured navigation bar profile, layout profile, and Role configurations & transaction launcher as per client requirement.

CRM CIC: Expertise in CIC Function profiles includes Agent inbox, Interaction record, Interaction history, Index, Case management etc.

Non sap experience

(AHP) American Home Professional.

Company Profile -A home improvement company which deals in decorating the interiors of the house, i.e kitchen cabinets, vinyl frame windows, Lifetime guaranteed paint.

Designation – Floor support

Experience - Feb 2006 – Dec 2010

Role & Responsibility -

Coordinating with team to achieve assigned targets

Check individual performances

Measures to correct the performance of individuals and feedback.

Driving the usage of IT Tools.

Monitoring the implementation of candidate management programs

Maintain proactive, dynamic and effective communication with customers at all times

Bikham Technology Pvt.Ltd.

Company Profile - (Junior Police Academy) A Fund Raising Company for the welfare of the kids in California (US)

Experience - May 2005 – Sept 2005

Role & Responsibility

Responsible for achieving target

Coordinating with team to achieve assigned targets,

EDUCATIONAL QUALIFICATIONS

Graduation (July, 2005) Bachelor of Arts (P.U)

12th C.B.S.E Board D.A.V School

10th C.B.S.E Board D.A.V School.

PERSONAL DETAILS:

Date Of Birth 12 Dec, 1983

Gender Male

Father’s Name Mr. B. Trehan

Marital status Married

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