Shamiso Chaibva

SAP CRM APPLICATIONS

SPECIALIST

Details

* ***** ******, **********

Johannesburg, 2094

South Africa

082*******

adpwqt@r.postjobfree.com

DATE OF B I RTH

**/**/****

Languages

English

Zulu

Shona

Profile

SAP CRM/SD Functional Consultant with 15 years of experience across various industries such as Banking, Utilities, Manufacturing, Tax & Revenue, Public Sector

(Collections and Disbursements), etc with demonstrated proficient configuration skills and multiple successful implementations.

Education

Bachelor of Business Management and Information Technology (BBM&IT Honours), Catholic University of Zimbabwe, Harare

J UNE 2 0 0 2 — 2 0 0 6

A 4 year Honors full-time degree which is a combination of Business Management and Information Technology which included a 1 year attachment. Courses

SAP CRM Fundamentals

2 0 1 5 — 2 0 1 5

References

Paola Da Naia from Standard Bank of South Africa (SAP CRM ABAP) adpwqt@r.postjobfree.com +27-832******

Ravi Vempati from Standard Bank of South Africa (SAP CRM) adpwqt@r.postjobfree.com +278********

Total Number of Years of Experience

SAP CRM/SD Consultant

2 0 0 5 — J UNE 2 0 2 0

15 Years

Employment History

SAP CRM, JD Group, Johannesburg

AUGUST 2 0 2 1 — JANUARY 2 0 2 2

Program: SAP Retail Solution – JD Group is a retail organization that has 7 brands namely Incredible Connection, Hi-Corp, Rochester, Russells, Bradlows, Sleepmasters, and Everyshop. It has 3 front ends:

1. SAP Fiori platform is mainly used as the Financial Service Solution where customers can apply for Credit\Loans and with the approved amount customers can then buy products. SAP Fiori allows Lay-by as well as Cash sales.

2. Magento platform is used for online sales by each of the brands 3. Cowhills platform is a point of sale system

Each of the front-ends creates sales, services/complaints via SAP CRM through to SAP ECC SD. The FS solution is also integrated with a backend credit system for scoring as well as SAP CML where loans are created. SAP CRM is also integrated with SAP Marketing Cloud where all BP's are replicated and Marketing Consents are sent, SAP Service Cloud where all complaints and returns are replicated.

Roles and responsibilities:

• Facilitating Designing Solutions with all relevant stakeholders and documenting Designs as per Business Change Requests

• Presenting Designs to the Design Forum

• Facilitating approved Designs from build, testing, UAT to deployment and support. Some notable Change Requests Include:

-> Enabling Capturing BP Marketing Consents from Fiori to SAP CRM and then replicating this to SAP Marketing Cloud via SAP CPI

-> Resolving BP Email Address issues from Magento to SAP CRM to SAP ECC BP to SAP SD Customer

-> Resolving BP Address inconsistency issues from Magento to SAP CRM to SAP BP to SAP SD Customer to SAP Sales Order

-> Resolving BP Address inconsistency issues from Magento to SAP CRM to SAP BP to SAP SD Customer to SAP Sales Order

-> Amending Insurance Terms and Conditions

-> Amending the Credit Workflow

-> Introducing a new SAP FS Product Settlement Re-Advance

• Configuration SAP CRM and handing over to the 2nd line and 1st line support team.

• Investigating, providing solutions and facilitating the deployment of BP related issues between Magento (Online System for all 7 brands), CRM, ECC BP & SD.

• Incident Resolution and Production System Support SAP CRM Consultant (Sales), HCL Axon - (Client:Standard Bank), Johannesburg

2 0 1 4 — 2 0 2 0

Program: Retail Products – This is a programme aimed at originating personal and business accounts/products on the SAP CRM platform rather than on various legacy systems. I worked on various projects whilst on this programme. The programme runs using the agile methodology.

Roles and responsibilities:

• Partaking in Solution Design workshops for Account Origination (AO) on various channels such as Branch/Staff Assisted, Internet Banking, and Mobile Banking channels

• Creating Financial Services (FS) Products on SAP CRM which include Savings, Investments, Transactional, Mobile, Lending and Insurance products

• Configuring the AO process for the above-mentioned products on SAP CRM using the One Order Object which consists of Transaction Types, Item Categories, Item Category Determination, Status Profiles, Date Profiles, Action Profiles, Organizational Determination, Partner Determination and Text Determination

• Configuration of Case Management and its profiles

• Extensive Configuration of pricing calculations for all the personal & business lending (i.e. Business and Personal Overdraft, Revolving Credit, Business Revolving Credit, Business Medium Term Loan, Credit Card, Invoice Finance Express and Student Loan) and insurance products based on provided business formulas. These calculations are a combination of standard pricing configuration and ABAP Functions (also known as call-backs) which are assigned to standard pricing condition functions.

• Creating and Maintaining Pricing Condition Master Data in Dev, SIT, and Production.

• Web-UI Configuration to enable the AO process which included Business Roles, Navigation bar profiles, Role Configuration Key, UI Component Bench, adding custom created fields onto the Header (Customer_H) and Item

(Customer_I) extensions.

• Configuration of Cross Item Relationships, between products to enable the display and appropriate calculation of related products.

• Providing guidance to contract document developers as well as Branch, Internet Banking, and Mobile channel/screen developers on the correct mapping for pricing and various fields

• Defect Resolution in Component Integration Testing, System Integration Testing Environments and User Acceptance Testing

• Deployment for all the above-mentioned products, enhancements, and Production Support

• Maintaining Annual Pricing Increases at the end of each year of Pricing Condition Master Data in Dev, SIT, and Production.

• Proof of Concept of Account Origination using Bundled products

• Rotational Production System Support

SAP CRM, EOH - (Client:City Of Cape Town (CoCT) Public Safety and Security Department), Cape Town

F EBRUARY 2 0 1 4 — APRIL 2 0 1 4

Project: EPIC -Emergency, Policing Incident Control

(This is programme was aimed at coming up with an integrated SAP Emergency Services Solution to support the Public Safety & Security at the CoCT with its business processes and informational needs, to improve its services to prevent, mitigate, manage and respond to crime, emergencies and disaster risks and incidents. The departments that were to become integrated were Metropolitan Police Department, Law Enforcement, Traffic Services, Fire and Rescue Service, Disaster Risk Management Centre, Strategic and Operational Support and 107 Public Emergency Communications Centre)

Roles and responsibilities:

• GAP Analysis

• Documenting and Facilitating TO-BE process workshops for each of the departments which included process solutions:

* Effective Prevention (Capacity Building, Resource Training and Public Awareness)

* Complete Preparedness (Risk Assessment, Risk Reduction, Early Warnings)

* Optimized Response (Resource Dispatch, Situational Awareness, Incident Stabilization, Incident Report)

* Sustained Relief and Recovery (Monitoring, Feedback, Incident Admin and Billing, Provide Relief)

• Working with SAP Germany experts, to come up with an Emergency Services Solution for each of the departments as well as, they all integrate together using the SAP Interaction Centre, SAP Real Time Situational Awareness, GIS, SAP Workforce Management & Scheduling Software, SAP Investigation Case Management and the existing partner systems.

• Documenting the proposed integrated Solution for the City of Cape Town Public Safety and Security Directorate (Alderman JP Smith), and each of the department executives.

SAP CRM/SD Consultant, Sunstrip Investments - (Client: Danone South Africa), Johannesburg

NOVEMBER 2 0 1 2 — DECEMBER 2 0 1 3

Project: Themis (Danone South Africa implemented SAP SD and CRM integrated with Telephony to manage their business processes starting from 1 June 2013 with the Phase I customers, 1 August 2013 Phase II customers and 1 September 2013 Phase III customers.)

Roles and responsibilities:

• Preparing the Customer Master Data Project Plan

• Customer Master Data collection, cleansing of data, data conversion, validation, obtaining sign off and data upload.

• Working with various service providers and internal Danone departments to come up with the Business Continuity Plan/Strategy document for the Call Centre. For each service provider and their area/s this included steps to be followed, SLA’s, system availability, and recovery time and escalation matrix.

• Responsible for the AS-IS and TO-BE Far Exports and BNS (Botswana, Namibia and Swaziland) business processes.

• Preparing Training documentation for Far Exports and BNS.

• Testing all Order To Cash and CRM processes and validating them before 1st Go-Live (ALL national stores Pick and Pay, SPAR, Export and Intercompany)

• After Go-Live Support

• Implementing after Go-Live changes for EDI mapping with Clover, Vodacom and Customers for (Spar mainly)

• Preparing for 2nd Phase Go Live and providing support i.e. (ALL Independent Wholesalers)

• Fixing all EDI issues on SAP, incoming orders, outgoing delivery instructions to Clover, Invoices to Clover and to customers, and returns from Clover.

• Tracking Idocs on Bizlink (Bizlink is Interface System between Danone and all other external systems) that would have gone to Clover or to a customer, where there is no acknowledgment of receipt.

• Liaising with Vodacom for EDI integration of orders and invoices when testing and for on-going support.

• Preparing for 3rd Phase of Go Live, i.e. (ALL national SHOPRITE: Checkers; Usave, Shoprite, ALL WALLMART: Masstores/Game; Makro, Game, Shield; CBW; Cambridge; Rhino Cash and &Carry, Jumbo and Checkout, Browns)

• Logging Production SIR which are essentially system bugs SAP CRM-ISU Consultant, KBIT - (Client: Swaziland Electricity Company, Johannesburg,

S E P T EMBER 2 0 1 2 — S E P T EMBER 2 0 1 2

Demo preparation for Swaziland Electricity Company (SEC) SAP CRM Consultant, LOGIKAL - (Client: Standard Bank), Johannesburg APRIL 2 0 1 2 — AUGUST 2 0 1 2

Project: BR4b Account Origination – This project was focused on upgrading the remaining functional part of CRM that is on CRM 5.0 to CRM 7.0 (BP Creation), adding new functionality to the already existing CRM 7.0 system as well as provide new more standardized solutions as per the defined scope of the project. Roles and responsibilities:

• Providing system configuration guidance to the team on SAP Account Origination Process, using the One Order Object, Product Definition and Web-UI

• Assigning roles and responsibilities

• Identifying WRICEF components

• Reviewing Functional Specification for each component configuration specification

• Providing status updates to project Manager

• Partaking and providing input in design workshops

• Liaising with different teams for synchronization for the project e.g. for Testing, Deployment, SAP Standardization Approach

• Proof of Concept of the Product Portfolio using the Installed Base, to be used to have a single view of a customer and all his accounts. SAP CRM ISU Consultant, EOH - (Client: City of Johannesburg), Johannesburg

APRIL 2 0 1 1 — MARCH 2 0 1 2

Project: Customer Interface Value Chain – A City of Johannesburg (CoJ) metropolitan CRM solution driven by the SAP ERP Solution Support department within CoJ whose objective is to integrate processes, systems and technologies designed to provide effective overall customer interaction within CoJ’s business environment, throughout the life event spectrum of the customer. CoJ is municipal authority that manages the local governance of Johannesburg, South Africa. Roles and responsibilities:

• Creation of Investigation documents for each Change Order Request (COR) from the client where you document the cause of a problem if any and recommend a solution to the COR.

• Creation of Configuration Rationale documents for each COR that has configuration

• Creation of Business Requirements Specifications, these are functional specifications for each COR that requires a development

• Creation of Unit Test Scripts and UAT document, for each COR

• Conducting UAT’s

• Level 3 business support

• Some Change Order Requests And Issues Worked On Include:

• Maintaining Custom Interface tables for sending problem codes to Municipal Owners Entities (MOE’s) namely Joburg Water, City Power and Johannesburg Roads Agency-JRA

• Maintaining the call types (Category Modeler) for City Power, Metro Bus, Joburg Water, Pikitup, City of Joburg’s Revenue Call Types e.t.c

• Maintaining the routing rules (Rule Modeler) for City Power, Metro Bus, Joburg Water, Pikitup, e.t.c

• Maintaining Service Level Agreements (SLA’s) for the various COJ call types.

• Maintain forward to groups, to enable operations managers to forward service tickets to an employee responsible for each respective service ticket

• Replicating BP’s and Contract Accounts from ISU where inconsistencies apply

• Maintaining the COJ Organizational Structure

• Maintaining the Agent Inbox search criteria structure

• Working with developer to ensure the correct service ticket created_at time stamp to MOE receiving systems. SAP standard sends standard UTC time which was always -2 to the created time

• Working with developer to create service ticket report which shows free text

• Rerouting all rejected service tickets to the creator’s manager

• Identifying background jobs for reprocessing of failed Idocs and Bdocs, and creating the applicable variants

• Introducing Rea Vaya to the SAP CRM service ticket logging, created their Web Profiles, call types, routing rules, creating Rea Vaya inbox, forward to groups and SLA’s

• Incorporated the Premier Hotline business process into CRM.

• Implementing Business Partner Validations, with integration of other ISU modules

• Support Packs Testing

SAP CRM & ECC BP Lead Consultant, Siemens Ltd - (Client: Department of Labour), Pretoria

NOVEMBER 2 0 1 0 — MARCH 2 0 1 1

Project: Integrated Client Database (ICD)- A Department of Labour solution to ensure that only valid Business Partners exist in the system as well as consolidate disparate information on Business Partners. The Business partners come from external trusted authentic sources (such as Department of Home Affairs, SARS, CIPRO, etc) into a staging database, then into SAP CRM and are replicated to SAP ECC. The ICD ensures that Department of Labour only deals with authentic Business partners that are registered with the respective organisation to receive service.

The Department of Labour plays a significant role in reducing unemployment, poverty and inequality through a set of policies and programmes developed in consultation with social partners

Roles and responsibilities:

• Preparing Functional Specs for BP Load from staging area into SAP CRM

• Preparing Extended Search functional Specs, where BP not found in SAP CRM or ECC

• Preparing BP Create Spec

• Working with SSIS, SAP XI and SAP ABAP consultants to ensure BP is sent through accurately

• Configuring the Business Partner in CRM and ECC

• Replicating BP from CRM to ECC

• Creating Integrated Test Plan (ITP) for across all platforms, from Staging area all through to ECC

• Knowledge transfer

CRM ISU Consultant Lead, Metro Resources - (Karachi Electricity Supply Company), Karachi

JANUARY 2 0 1 0 — AUGUST 2 0 1 0

This is an electricity company in Pakistan where they were implementing SAP CRM-ISU

Roles and responsibilities:

• Requirement gathering

• Preparation of the Scope Document

• Conducting workshops with Business Users and decision makers

• Preparation of the Business Blueprint

• Co-ordination of the Team member responsibilities, as team is widely spread across the world

• Configuration of Proof of Concept before actual realisation, for the benefit of client senior management as well as new CRM team members from the client

• Preparing Functional Specifications

• Guiding and checking realisation of the SAP CRM main building blocks Generation, Connectivity, Web-Client, Master Data and the Interaction Center which included Account Identification, confirmation & maintenance, Interaction history & fact-sheet, Interaction Record & Service Tickets, Categorization of Service Tickets, Email & Agent Inbox

• Creation of Test Scripts, and co-ordinating testing with the client

• Replication of Business Partner, Contract Account, Contract and Technical objects

CRM-ISU Consultant, Metro Resources - (Client: Manila Water Company), Manila

2 0 1 0 — J UNE 2 0 1 0

This is a water company in the Philippines where they were implementing CRM 7.0 to work with their already existing ISU system

Roles and responsibilities:

Assisting CRM consultant onsite with the blueprinting and system design SAP CRM Consultant, Metro Resources - ( Client: TIGO Cellular Network Provider in Ghana), Accra

J UNE 2 0 0 9 — DECEMBER 2 0 0 9

Roles and responsibilities:

• Capturing requirements from the Business users

• Producing the Scope and Business Blueprint Document

• Configuration of Master data, Web-UI, Interaction Center, Marketing and Campaign Management, Lead Management, Opportunity Management, Activity Management, Workflows for Campaign Automation and Lead Management

SAP CRM ISU Consultant, Metro Resources - (Client: SAP Utilities Washington DC), Johannesburg

J ULY 2 0 0 9 — AUGUST 2 0 0 9

This was Metro Resources internal system built for the SAP Utilities Conference which was held from the 16th - 18th of September 2009 in Washington DC. It was connected to the SAP ISU system.

Roles and responsibilities included Configuration of: Interaction Center

Service Tickets

Account and Contact Management

SAP CRM Consultant, Metro Resources - (Client: BMW South Africa), Midrand

J ULY 2 0 0 9 — AUGUST 2 0 0 9

Roles and responsibilities:

• Requirements Gathering

• Configuration of Campaign Management (i.e. Campaign Automation and Execution)

• Configuration of Text Determination

• Using Easy Enhancement Workbench to add fields within Campaign Management screen tabs for PCUI and GUI

• Showing the BMW team the required configuration for Campaign Automation

& Execution

• Kick started configuration of ERMS (Email Response Management System), which was completed 2nd phase of the project

Snr SAP CRM Consultant, Twenty Third Century Systems - (Client: Zimbabwe Revenue Authority), Harare

S E P T EMBER 2 0 0 8 — J UNE 2 0 0 9

Roles and responsibilities

• Facilitating workshops for requirements gathering

• Documentation i.e. preparation of the Business Blueprint, BPML’s, FRICE documents, User manuals, Training manuals, ATP’s, Config guide etc

• Training Super-Users

• Testing with Super Users

• Roles and Authorizations for Super Users

• Go Live and Support

• Configured of the following sub modules within Case Management Dispute Management-: (For Objection and Appeal Department Business Process) Incorrect Invoice,Incorrect Credit, Missing Payments, Missing Credit, Dispute Case Attributes, Linked Objects, Reminders, Process Route (Workflow), Notes, Case Attributes

Debt Recovery Management-:

With Dunning(Garnish Order), Without Dunning, Collection Case Attributes, Linked Objects, Reminders, Process Route (Workflow), Notes, Case Attributes Case Management general for the Audit and Investigations department for carrying out Audits and managing them from preliminary analysis until they are complete Case Attributes, Linked Objects, Reminders, Process Route (Workflow), Notes, Case Attributes

SAP CRM Consultant, Twenty Third Century Systems - (Client: Mauritius Revenue Authority), Port Louis

NOVEMBER 2 0 0 7 — AUGUST 2 0 0 8

Lead Consultant for the implementation, this solution was integrated with FI-CA Roles and responsibilities:

• Facilitation workshops for requirements gathering

• Documentation i.e. preparation of the Business Blueprint, UAT’s (User Acceptance Test), Training Material, Configuration guides

• Training the Trainer and Testing with Users

• Roles and Profiles for Super Users

• Go Live and Support

• Configured of the following sub modules within Case Management Dispute Management: - A module for creating and managing complaints (disputes) from your business partners with regard to incorrect invoices and credits or missing invoices and credits as dispute cases. This module was implemented by the Objection and Appeal Department of the MRA.

Debt Recovery Management-: A module used to collect overdue receivables using internal collection departments. The module offers a completely integrated, seamless processing of collection activities. The master data and open items are portrayed in Contract Accounts Receivable and Payable. This module was implemented for the Enforcement department within MRA for collecting overdue payments from Tax Payers using various enforcement actions such as, Closing of Business, Attachment of Salary, Inscription, etc. This module also heavily relies on correspondence between the Company, Business Partners and Collection Agents. Case Management general was by the Audit department for carrying out Audits and managing them from preliminary analysis until they are complete with heavy reliance on workflow (process route) and authorization. SAP SD Consultant, Twenty Third Century Systems - ( Client: National Oil Company of Kenya), Nairobi

OCTOBER 2 0 0 7 — NOVEMBER 2 0 0 7

A mini project for the company which we implemented in Zimbabwe but illustrated in Kenya. Duties involved configuration of the system as according the clients requirements in SD, the configuration and illustration for: Sales Activities

Inquiries

Quotations

Sales Orders

Sales Returns

Delivery + Proof of Delivery

Billing

Pricing

Output for all

Reporting

Integration with MM and FI

SAP CRM/SD Consultant, Twenty Third Century Systems - (Client: Zimbabwe Revenue Authority), Harare

DECEMBER 2 0 0 5 — J UNE 2 0 0 7

Roles and responsibilities:

• Creating the CRM Implementation Project plan

• Conducting workshops with users for requirements gathering

• Involved in analyzing the business requirements from the Business users and involved in the preparation of the Business Blueprints and Schemas for further customization.

• Involved in preparing the functional and technical specifications for the business processes and customization based on the gathered requirements. Implementation of the following:

• Case Management (Case Types, Process Route, Statuses, Reasons, Priority, Authority Levels etc)

• Master Data ( Organization Model, BP Data etc)

• Activity Management

• Marketing (Campaign Types/Objectives/Tactics, Designing Questionnaires, Customer Segmentation using Marketing attributes)

• Lead Management

• Opportunity Management (Workflow from Lead Mgt)

• Configured Interaction Center

• Pricing for the Sales business transactions (Pricing Procedures, defining condition types, defining pricing lists, pricing for item categories, defining access sequences, defining input and output tax, pricing agreements, rebates etc)

• Assisting with Roles and profiles for different users

• Provided Support for any Sales & Distribution (SD/MM) related work SAP CRM/SD Support, Twenty Third Century Systems - (Client: Various), Harare

JANUARY 2 0 0 4 — J UNE 2 0 0 9

Provided Support to various Twenty Third Century System clients from being a Trainee consultant to a Snr Consultant, some of the clients not mentioned above include

• Grain Marketing Board(GMB):- GMB ensures Food Security in Zimbabwe with particular reference to staple food products, namely, maize and wheat. GMB used an SAP SD solution

•

• Zimbabwe Electricity Transmission Company (ZETCO):- ZETCO is a company whose mandate is to develop, operate and maintain the transmission infrastructure and to undertake bulk purchasing of power from both internal and external generation sources and to deliver the power to bulk power supply points close to load centers from where the distribution company takes the supply for distribution to customers.

Internships

SAP SD Trainee Consultant, Twenty Third Century Systems - (Client: Daribord Zimbabwe Ltd ), Harare

J UNE 2 0 0 4 — JANUARY 2 0 0 5

Upgrade from SAP 3.1i to SAP 4.7 by the Dairibord Holdings who was a leading producer and marketer of dairy, food and beverage products both for the domestic market as well as the export market and had 3 subsidiaries at the time of implementation namely Nutritious Food and Beverages (NFB), Lyons, and DZL). Roles and Responsibilities all three Company codes

• Blueprint Business document preparation

• Assisting with the information gathering and project review

• Comparisons of the old and the new system

• Assisting with Configuration of the following sub modules:

* Sales Order Processing

* Billing

* Pricing for all business transactions (Pricing Procedures, Condition records, defining

condition types, defining pricing lists, pricing for item categories, defining access sequences, defining output tax, pricing agreements, rebates etc)

* Logistics Execution (Delivery Processing and Transportation)

* Master Data (Customer Master Data and Material Master Data, Pricing and Conditions)

* Creating Stocks

* Reports i.e. Logistics Information Systems (User Acceptance Testing)

* Development of roles and profiles

• Integration Implementation and testing (eg MM, FI AND PP)

• Assisting with system quality assurance

• Prepared of User manuals

• Prepared of Acceptance Test Procedures

• Conducted End User-Training

• Go-Live Support

SAP SD Trainee Consultant, Twenty Third Century Systems - (Client: Powertel Communications), Harare

MARCH 2 0 0 4 — J UNE 2 0 0 4

Value Added Tax Implementation: Powertel, a wholly owned subsidiary of ZESA, providing optical fibre cable countrywide, implemented a Value Added Tax solution to include VAT in all its pricing

Roles and Responsibilities:

• Preparation of Blueprint

• Assisting with configuration which was mainly pricing, it entails introducing VAT to all pricing to services provided

• Assisted with training end-users

• Support

SAP SD Trainee Consultant, Twenty Third Century Systems, Harare JANUARY 2 0 0 4 — MARCH 2 0 0 4

Twenty Third Century Systems is an SAP consulting firm that recruits and trains consultants to implement, upgrade and support SAP solutions for various clients across different industries.

Roles and Responsibilities:

• Learning about SAP and SD in more depth

• Learning whilst shadowing SD consultants in their implementations, upgrades and support at various clients

• Documenting as per the 2 above mentioned projects Powertel and Dariboard

• Guided configuration

• Training

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