CAREER OBJECTIVE

To pursue a challenging career and be part of a progressive organization that gives scope to enhance my knowledge, skills and to reach the pinnacle in the SAP CRM field with sheer determination, dedication and hard work. Seeking a position as a SAP consultant where I can use my experience in handling application support for end-users and analyzing as well as solving issues which can hinder company growth.

PROFESSIONAL PROFILE

• 4 Years in SAP CRM ,3.2 years of experience in 2 end to end full cycle implementations and 10 months as a support consultant

• 7.9 Years of Domain Experience in Financial products and Banking Sector.

SAP OVERVIEW HIGHLIGHTS

• Experience in CRM Base Customization - Business Partner, Organization Management, Territory Management, Product Master, Org Model & determination, Partner Processing, and Action Profile.

• Experience in CRM Marketing - Marketing Planning & Campaign Management, Lead management, Questionnaire Determination.

• Experience in CRM Sales - Maintenance of Transactional Processing, Copy controls, Lead, Opportunity Management.

• Experience in Web UI - Maintenance of Business Roles, Authorization Roles, Navigation Bar profiles, configuration of transaction launcher.

• Experience in Business Object Enhancements – Enhanced Business Objects using UI configuration Tool and AET.

CURRENT EMPLOYER

Company : Prime Sys Technologies (March 2008 till date)

Profile : SAP CRM Functional Consultant

Company Profile : Prime Sys Technologies, A Malaysia based MNC into ERP Solutions, Consulting and Outsourcing of technologies. The company’s principal activity is to provide business and information technology services. Company services segment provides software, hardware and global outsourcing services. Hardware product segment comprises of system and technology group, which provides business solutions requiring advanced computing power and storage capabilities. Software segment consists of middleware and operating systems software. The consulting group provides Enterprise Applications and Solutions to industries and companies of repute. The outsourcing group provides quality engineers and consultants to fortune 500 companies.

PROJECT DETAILS

Client : Ecolab

SAP Version : SAP CRM 7.0

Client Profile : Ecolab is the global leader in cleaning, sanitizing, food safety and infection control products. It was incorporated in 1923 as Economics laboratory later its name was changed to Ecolab in 1986.Ecolab has been partnering with customers for more than 80 years. With more than $6 billion in global sales; Ecolab serves customers in more than 160 countries across North America, Europe, Asia Pacific, Latin America, Africa, Europe, Latin America, and North America. Ecolab delivers comprehensive programs and services to the foodservice, hospitality, healthcare, retail, textile care, and vehicle wash Industries.

IMPLEMENTED AREAS - GRAPHICAL USER INTERFACE (GUI)

Maintained Number Ranges and Grouping for Business Partners. Maintained Business Partner Roles. Customized Field Grouping by Configuring Field Attributes per Business Partner (BP) Role. Configured Visual Configuration Tool. Customized Address Determination, Maintained Forms Of Address and Data Origin for BP. Maintained Name Components, Marital Status and Occupations for BP category PERSONS. Maintained Business Partners and BP relationships.

Configured Divisions and Distribution Channels and tupels as per client’s requirement. Customized Organizational Data Determination (ODD).Configured Determination Rules of Organization Model type and Responsibility Type. Customized Organization Data Profile, Maintained Change Rules and Profile. Further Assigned Organization Data Profile to Transaction Type.

Defined Territory Hierarchy Levels. Customized territory hierarchies by maintaining the Company, Business Units, Regions and Areas respectively and subsequently assigned territories to the various positions in the Organization structure.

Customized Attributes, Maintained Set Types and Assigned Attributes to Set Types. Configured Categories and Hierarchy, Defined Number Ranges for Product type Material. Maintained Products by Assigning Attributes, Unit of measure and Price as Condition.

Customized Partner Functions and maintained Access Sequences by configuring Individual Accesses through various Data Sources. Configured Partner Determination Procedure and assigned it to Transaction Type.

Customized Date Profile by maintaining Date Rules, Date Types and Screen Areas. Assigned Date profile to Transaction Type and Action profile.

Defined Action Profile with Wizard, Customized Conditions and assigned Action Profile to Transaction Type. Customized and configured Action Profile as per user criteria for transaction, MPCM and Activities.

Customized the Transactions type (Lead, Opportunity, Business Activities) by configuring settings for Partner Determination Procedure, Status profile, Organizational Data profile, Date profile and Action Profile. Customized Item Categories and Item Category Determination. Customized Copying Control settings in Business Transactions by Copying Control for Transactions, Item Category and configuring item category determination while copying.

Configured Settings for Lead by defining Lead Groups, Origins, Priorities and Qualification Level. Maintained Questionnaires for Lead, Assigned Qualification Levels to Questionnaires.

Configured Settings for Opportunities. Customized Opportunity Group, Priority and Source for Opportunities. Customized Sales Cycle and Sales Stages, Customized phase Analysis, Assigned Sales Stages to Sales Cycle. Maintained Questionnaires for Opportunity, Assigned Questionnaires to Transaction Type. As per Qualification Level converted lead to opportunity through copying control procedure. For Business Transaction Opportunity customized Sales Assistant (Action Profile), Opportunity Assessment (Questionnaire) using Sales Methodology.

Maintained Attributes and Attribute Sets. Assigned Attributes to Business Partner. Customized Attribute List and Data Sources. Maintained Segmentation by defining target groups with the help of Marketing attributes and their sets.

Configured Objectives, Tactics and Types for Marketing Plan and Campaign, Assigned PDP, Status Profile and Action Profile to Types/Objectives/Tactics, Customized Communication Medium, Customized Personalized Mail by Maintaining Sender Addresses and its Attribute Contexts. Maintained Authorization Group.

IMPLEMENTED AREAS - WEB USER INTERFACE (WEB UI)

Customized various Authorization Roles, Maintained the Business Roles. Configured Navigation Bar profile, Subsequently Assigned Authorization Role and Navigation Bar Profile to Business Role. Assigned Business Role to positions in the organizational structure. Customized and Configured Sales, Marketing, Service Profiles and IC-Agent by maintaining Logical Links, Work Centre Link Groups, Work Centre and Direct Links Groups .

Customized URL’s and Parameters. Configured Transaction Launcher. Assigned it as a direct link on the Navigation bar for IC-Agent business role.

Maintained Products by Assigning Base category and Unit in Product details Assignment Block, Maintained Assignment Block Prices and Notes.

Maintained Individual Accounts, Corporate Accounts and Group. Maintained Assignment blocks like Account Details, Role Assignment, Addresses, Marketing Attributes and Relationship.

Maintained Organizational Units, Customized Positions, Assigned Users and Business Partners to various positions in the Organization Structure. Customized General Data tab, Role Assignment Tab, Functional Assignment Tab, Validity Tab in the Organizational Unit Details Assignment Block. Maintained the Attributes Assignment Block, Territories Assignment Block for customizing position.

Customized Territories by maintaining the Company, Business units, Regions and Areas. Assigned employees to the respective territories and maintained the validity period of the territory in the Organization Structure.

Maintained Marketing Plans and Campaigns by customizing the assignment blocks like Market Plan or Campaign Details, by maintaining type, tactics, and objective, Authorization Group, Communication Medium and Methods. Maintained Survey and customized Mail Form and execution of Campaign, Assigned Product and the Parties Involved in the Campaign. Maintained Status. Customized Settings for maintaining External Lists, Maintained Mapping Format and Mapped External Lists through mapping format in External List management.

Enhanced various business objects using UI configuration Tool. Customized field settings in various screens using a role configuration key through UI Configuration Tool.(Adding or Removing fields, Renamed field labels, Adjusted field position, Set the fields to Mandatory/ Display, Customized load option for Assignment Blocks).

Customized Business Objects through Application Enhancement Tool (AET).Configured fields with data types and search relevance and defined dropdown list boxes for Customized Fields.

Achievements:

Understanding the requirements of the client’s and worked on them.

Adept in all phases of project development, from concept through realization.

Able to translate business objectives into clear functional requirements.

Client : Scott Sports SA.

SAP Version : SAP CRM 5.0

Client Profile : SCOTT is a midsize consumer products company that sells a multifaceted product line in a highly competitive global market. Originally established in Sun Valley, Idaho, but now based in Fribourg, Switzerland, SCOTT offers premium products and accessories for biking, winter sports, motor sports, and running. With 520 employees and annual revenues of SFr 300 million (approximately €183 million), SCOTT sells its innovative products all around the world. SCOTT produced a full line of running shoes and the world's lightest full suspension bike, among other new products. In recent years, SCOTT's pioneering biking products contributed to victories at the Tour de France and the Olympic Games.

Implemented Areas

Base Customization

Responsibilities

Customized Number Ranges and Maintained Grouping. Assigned Number Ranges to Grouping and Maintained Business Partner Roles.

Customized Field Grouping and Business Partners. Customized Business Partner Relationships. Maintained General Setting for Business Partners.

Customized Divisions, Maintained Distribution Channel, Maintained Tuples with the combination of Divisions and Distribution Channel, Customized and Assigned Position.

Assigned Business Partners to Position, Maintained General and Organizational Attributes of Organizational Structure.

Assigned Sales Organization, Sales Office and Sales Group to Organizational Units. Customized and Maintained Organizational Data Determination.

Customized Determination rule from Organizational Model Category, Customized Determination rule of the Responsibility Type, Maintained and Assigned Organizational Data Profile.

Customized Territory Hierarchy. Maintained Territory. Allocated Employees to Territories. Determined Territory in Business Transaction and Analyzed Sales by Territory.

Maintained Date Profile. Customized Date Rule. Customized Date Type and Assigned Date Profile to Transaction Type. Assigned Date Profile to Particular Transaction.

Configured Partner Determination Procedure (PDP). Customized Partner Functions. Customized Access Sequence and Maintained Partner Determination Procedure. Assigned PDP to Particular Transaction.

Product Master

Responsibilities

Customized Attributes and Set Types. Assigned Attributes to Set Types. Customized Hierarchies and Categories. Assigned Set Types to Categories.

Assigned Product Master to Hierarchy/Category. Maintained and Customized New Products, Mass Maintenance of Inactive Product and Maintained Final Product.

Lead Management

Responsibilities

Customized Setting for Lead. Customized Lead Groups. Customized New Origin. Customized Lead Priorities and Qualification Level. Assigned Date Profile.

Assigned Partner Determination Procedure (PDP). Assigned Organizational Data Profile (ODP), Assigned Status Profile and Customize Questionnaires for Lead.

Assigned Qualification Level to Questionnaires. Maintained New Transaction Types and Customized Lead.

Opportunity Management

Responsibilities

Customized Sales Cycle and Phases. Assigned Phases to Sales Cycle. Customized Copying Control for Transaction Type. Assigned Date Profile.

Assigned Partner Determination Procedure (PDP). Assigned Organizational Data Profile (ODP). Assigned Status Profile and Customized Opportunity.

Achievements:

Able to translate business objectives into clear functional requirements.

Client : PIDILITE.

SAP Version : SAP CRM 5.0

Client Profile : Since its inception in 1959, Pidilite Industries Limited has been a pioneer in consumer and specialties chemicals in India. Over two-thirds of the company’s sales come from products and segments it has pioneered in India. Pidilite product range includes Adhesives and Sealants, Construction and Paint Chemicals, Automotive Chemicals, Art Materials, Industrial Adhesives, Industrial and Textile Resins and Organic Pigments and Preparations. Most of the products have been developed through strong in-house R&D.

Support Areas

• The scope of Project was to provide the support to already implemented SAP CRM Marketing and Sales Modules in Pidilite.

• Handled Tickets regarding Business Partners maintained field settings.

• Re-Framed marketing plan, campaign management, customized campaign types, objectives, tactics & segmentation of business partners.

• Configured and added new target groups through segment builders.

• Re-Configured the target groups with business partner segmentation, lead management, customization of lead origin, priorities & lead groups.

• Involved in process of organizational data determination, maintaining business partner relationships, maintaining the Product Hierarchies, Product Categories, Set Types and Attributes.

Achievements:

• Ensuring timely response and resolutions of problems tickets within the stipulated time period by adhering to the severity level benchmarks

DOMAIN EXPERIENCE

Assistant Manager (ICICI BANK- Retail Assets Product group-Collections)

(June 2006 to March 2008)

Headed a team of 20-30 collection agents, 1 TL, 1 AM provided by the service provider (process being outsourced).Handled Multiple Cycles –NCR and Delhi Portfolio worth 20-25 Crores of the x-days portfolio. Handled a pick-up agency and taking care of the Bills and Recon. Clearly defined and communicated operational targets to direct reportees. Review Dialer Mis and share the scope of improvement with parameters. Provided feedback to Management of the Call Centre Vendor based on performance indicators. Track daily efficiency by monitoring Call Report and Pick-up Generation, tracking Data updation performance. Maintained and shared Agent wise Mis, bounce case mis, pu mis, daily collection mis, flow mis with the team. Reviewed, monitored and put corrective actions on incidences of customer complaints and escalations.

Achievements:

• Built, ran and reviewed processes and systems to ensure business objectives are met.

TEAM LEADER (S.M.Associates-Franchisee of ICICI BANK Car Loans)

(May 2002 to May 2006)

Headed a team of 15-25 tele-calling agents. Generated MIS reports of each agent and maintained their records. Call Auditing and Performance Auditing of the team members on a regular basis .Reported the daily performance report of the team to the Management at the end of the day. Identified the training requirements of the agents both old and new. Equipped the team members with the selling skills and soft skills. Solved team huddles as and when required. Trained a team of 15-20 members at a time.

Achievements:

• Successfully handled a team of 15 members and was then given an opportunity and responsibility to manage 25 members.

CCE (ATS Services Pvt. Ltd)

(May 2001 to April 2002)

Worked as a Telesales Executive with both inbound and outbound teams. Generated sales orders via telesales and also provided customer support. Catered to the training team by updating the training modules. Was given the opportunity to take up training sessions for the new agents.

Achievements:

• Initially was a Domestic Business Unit Executive, my effective communication skills were recognized and I was transferred to International Business Unit.

P.R.O(VLCC)

(June 1999 to May 2001)

Attended walk in customers and booked them for weight loss and beauty programmes.

Achievements:

• Met monthly targets and successfully converted walk-ins into bookings.

EDUCATIONAL BACKGROUND

PG Diploma in Marketing and Advertising (1ST Rank Holder)

Bhartiya Vidya Bhawan, New Delhi

PGDBM (First Division)

Symbiosis Institute of Management Studies, Pune

Business Management (First Division)

Bangalore University, Bangalore, Karnataka

PERSONAL DETAILS

Marital Status : Married

Areas of Interest : Promotions

Personal Skills : Flair to talk and write features

Business Skills : Visualizing/Reasoning/Patience/Politeness

Interpersonal Skills : Team Player/Adaptable/Motivator

References : On Request

Date: Shubhra Singhal

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