Santhosh Kumar M

SAP ISU/CRM Consultant

Profile Summary

SAP CRM/ISU Consultant with 5+ years of experience in BILLING & INVOICING, TESTING, DEVICE MANAGEMENT, MASTER DATA, CS MIDDLEWARE, SERVICE, SALES. IS-Utilities integration with SAP CRM/ISU.

Post SAP ABAP training, worked on an “NPOWER” project that entailed providing packaged solution in SAP with a focus on Billing, Idex, COS, CS, Device Management and CRM module for NPOWER Energy, one of UK’s top electricity and gas supplier.

Also have experience on onsite project “FEWA (Federal Electricity & Water Authority)” project, electricity and water supplier and based in UAE.

Worked on Support & Enhancement Project within the Standards of IS-Utilities Industries.

Having good understanding of Business Master Data, Technical Master Data, Move-in/Move-out, Billing master data & configuration, Billing & Invoicing integration with DM.

1 years of training expertise in Training delivery, Quality assessment, professional development programs, developing new training content, soft skills, performance management, conducting training needs analysis, business transformation projects, induction programmers, training interventions in banking processes, creating training calendar, training reports, analyzing training effectiveness, implementing career paths, managing on-the-job training, cross functional and rotational training, and other training requirements and activities.

Knowledge of de-regulated/regulated Utility market in UK and device management module of SAP.

Worked in both regulated and deregulated market scenarios

I am a highly motivated and passionate SME able to assess needs, resolve difficulties/conflicts, enhance learning, improve performance, and also bring energy, enthusiasm, and motivation to the employees, empowering them to achieve potential and meet objectives.

I have worked as a member of incident quality audit team to check the quality of incidents before their closure; to avoid breach of SLA.

MIDDLEWARE

●Integrated SAP CRM 7.0 with ECC 6.0 and ISU.

●Replication of Business Master Data and Technical Master Data.

●Bdoc Error handling and Replication Error handling in ISU system.

●SAP CRM Sales Processes like Quotations and Contracts (Electricity, Gas and Water).

●SAP CRM Service Processes for Utilities (Electricity, Gas and Water).

●CIC (Customer Interaction Center), Like: Move In/Out, Installation, BMD, TMD, Billing, Device Management, FICA.

SERVICE

●Service Agreements and Contracts, and Auto creation of Service Contract in System.

●Service Order Management Process and Service Notifications, Front Office Process.

●Complaints & Return Management Process.

●Customizing Installed Base Management.

SALES

●Customizing Sales Cycle (Opportunity Management, Quotation, Order).

●Organization Management and Organization Data Determination.

●Creation of Product Master in SAP CRM, and the Replication of the same from ECC 6.0.

●Partner Processing in SAP CRM.

WEB UI

●Creation of Business Roles and Assign Authorization.

●Designed UI screen for Utilities Agent.

Specialties :

●Configure SAP CRM SERVICE (Installed Base Management, Service Contract, Service Order Management, Complaints and Returns)

●Generating Industry-Specific Objects, Checking status of Generation Job, Reorganization of Middleware Data. Integrated SAP CRM 7.0 with ECC 6.0 and ISU.

CIC :

●Complete Configuration of CIC(Customer Interaction Center), Like: Move in/out, Installation, BMD, TMD, Billing, DM, CS.. so on..

PERSONAL DETAILS

●Date of Birth: 02-April-1990

●Passport Number: M2213617(Date of Expiry: 19/09/2024)

●Nationality: Indian

SKILLS

●Knowledge of de-regulated Utility market in UK and device management module of SAP

●Good understanding of Billing processes and Invoicing processes

●Having good understanding of Business Master Data, Technical Master Data, Move-in/Move-out.

●Billing master data & configuration, Billing & Invoicing integration with DM

●An effective communicator with excellent interpersonal, relationship management skills

●Experienced in IS-U Billing along with good exposure in Device Management and FICA

●Good knowledge in IDOCS and functionality of Device Management.

●Creation of Business Partner configuration for person and group

●Co-ordination with on-shore and off-shore teams for incident analysis and resolution

●Strong knowledge of Software Development Life Cycle(SDLC)

●Software Testing Life Cycle (STLC) with experience in writing & executing test cases & test scenarios

●Experienced in Manual Testing includes GUI, Functional, Regression

●Exposure on Functional Automation Testing using Selenium IDE.

●Good Knowledge on utilities and billings.

●Expertise in training delivery and Training Need Analysis – both soft skills and product trainings

●Designing/creating training modules, SOP’s (standard operating procedures), PowerPoint presentations, process maps, and custom-made training programs as per client requirements

●Excellent coaching and presentation skills

●MS Office knowledge - Word, Excel, Outlook, PowerPoint

●Excellent verbal/written communication skills

●Strong interpersonal and relationship building skills with both colleagues and customers

●Expertise in implementing adult learning techniques in the training programs

●Skilled and experienced in Office Administration, Typing and Shorthand

●ERP Package - SAP R/3 ABAP (ECC 6.0), SAP IS-U (Atlas 4.71)

●Applications - SAP ISU, SAP CRM, SAP DTS, Xoserve, Ecoes

●Operating System - Windows 98/2000/XP

●Languages - ABAP/4

●Role - SAP ISU/CRM (Utilities)

●We have to bill customer for their first bill from our company Npower

●Experienced in IS-U Billing along with good exposure in Device Management and FICA

●We have to setup dunning lock on accounts using SAP CRM

●We have to issue final bill to the customer for change of supplier

●We have put supply lost in SAP CRM and SAP ISU

●Worked on Service Notifications, Front Office Process, Customer Interaction Center.

●We have to send change of supplier letter to the customer

●We send supply lost flow to the supplier who have gain the customer

●We have to work on billing blocks such as PQ (Price query), DC (Disputed closing)…

●We have to work on interaction records consists of customer query or request

●We have to work on complaints

●We have to work on Ombudsmen complaints or known as escalated complaints

●We worked on issuing credit memo or write-off to the customers

●We worked on issuing refunds to the customer who have credit balance with Npower.

Configuration and functional specification of :

●Payments / Cash Desk

●Write off / Credit memo

●Refund/Direct Credit

●Direct Debit

●Dunning

Configuration and functional specification of :

●Issuing refund or direct credit

●Setup installment plan

●Setup direct debit

●Viewing interaction records for customer request or query

●Pasting notes describing the action taken on an account

Work on Plausible Exception such as:

●M004 Plausibility - Meter read under or over tolerance

●D067 MR – Lower read available for a future date

Work on Billing Exception such as:

●B009 Bill document out sorted as failed bill tolerance

●D067 MR – Lower read available for a future date

Worked in scenario’s such as :

●Home move

●Coss Loss

●Cancel Re-Bill within 28 days

●Creating Payment Scheme

●Creating Installment Plans

●Raising Internal task

●Writing notes in SAP CRM

●Move-In

●Move-Out

●Creating Service Notification

●Creating Connection Object

●Clearance Certificate

●Processing Supply Lost

●COS

Check Flows for Electricity & Gas such as :

Electricity:

●D10 (Holds Data Collector Read or DC read)

●D150 (Holds Final Read for old meter)

●D149 (Holds Initial Read for new meter)

●D086 (Holds Proposed Read for Supplier and agreed by Supplier)

Gas:

●RD1 (Holds Data Collector Read or DC read)

●ONJOB (Holds Initial and Final Read of Meter Exchange (MEX))

●NOSI (Holds Actual read of Previous Supplier)

●MBR (Holds Proposed Read for Supplier and agreed by Supplier)

Experience

.

Agreeya Solutions Dec 2015 – June 2016

SAP CRM/ISU Functional Consultant – FEWA, UAE

●Description – Providing a SAP ISU Solution to Federal Electricity and Water Authority which provides electricity and water in UAE.

●Process – Implementation to SAP from old system and providing the bill for the customers and giving training to the CRS’s about Move In/Out.

Responsibilities :

●Gained knowledge about the various processes involved in customer relationship management.

●Learnt about the business processes specific to Federal Electricity and Water Authority.

●Worked on issues related to user roles and authorization.

●Timely ticket delivery and client satisfaction

●Good knowledge on the meter to cash cycle in ISU.

●Worked in error log team to solve daily issues.

●Involved in Business Roles creation and UAT with necessary authorizations for each user.

●Provided support to customer service representative on how to perform various operation in CRM namely move-in, move-out, posting payments, creating notifications.

●Learnt about the business processes specific to Federal Electricity and Water Authority.

●Worked on issues related to user roles and authorization.

●Created knowledge sharing documents for client so that the customer service representatives can refer to them and learn the processed involved in CRM.

●Gained knowledge about how the CRM is integrated with back end system.

●Good knowledge on the meter to cash cycle in ISU.

MAGNA INFOTECH Aug2012 - Dec 2015

SAP ISU/CRM Functional Consultant – RWE Company Npower UK

●Description – Providing the packaged solution in SAP to one of UK’s top Electricity and Gas Supplier (NPOWER)

Roles &Responsibilities:

●Prepared of Functional Specification and shared with technical team for development. Report testing.

●Test the scenarios with necessary changes at Development and Quality Server and transport to Production with client approval.

●Timely ticket delivery and client satisfaction

●New process mapping and required customization.

●Configured the Rate Structure as per Business Requirement.

●Configured Pricing as per client requirement

●Preparing the Test Documents.

●Ensuring the issues closing based on the priority of the problem.

●Coordinating among team members in order to resolve cross module issues.

●Worked on Meter reading results.

●Resolving high priority incidents on daily basis

●Reporting of incident count on daily basis

●On call support to agents on non-working days.

●Issued documents that were aided to onshore agents for quick resolutions of known issues.

●I have been recognized on several instances for the quality of work, efficient problem solving skills and dedication by the client.

●Quality Updates–Maintained accurate business records for the client within the specified timelines.

Academia

SSLC, Jubilee High School, 2007.

●PUC, Indian Academy PU College, 2009.

●BCA, Vijaya Degree College, 2012.

Awards & Recognitions

Star Performer of the month June, 2014.

Top Performer of the year 2014.

Star Performer of the month from Feb to May, 2015.

Declaration

.

I confirm that the information provided by me is true to the best of my knowledge and belief.

I request you to please consider my application & give me opportunity to render my best services to the company

Place: Bangalore

Date:, 2017 [SANTHOSH KUMAR M]

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