SAP SD-CRM Consultant

Sanyogita Upadhye

Contact No: +7-926-***-**** (М), +7-499-***-**** (R)

Email: *******.*********@*****.***

City & Country of Residence: Moscow, Russia

Citizenship: Indian

About Me: http://www.jobfox.com/people/Sanyogita-Upadhye

LinkedIN Profile: http://ru.linkedin.com/pub/sanyogita-upadhye/3/525/591

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SKILLS

• SAP SD – Knowledge of all the SD Business Process, R/3 system and the SD –CRM integration touch points.

• SAP CRM - Sales, Service, Mobile sales/ Service, Marketing, CRM Middleware, CRM Web UI.

• Project Implementation- Business process designing & re-engineering, Process documentation, Customizing, Solution Providing, Testing and End user Training

• Enterprise Application Management- Application Support, Requirement gathering, Change management, Incident handling, Client interaction, Service Delivery Management, Managing the SLA timelines & any issues arising out of SLA violations, Project Management.

• Business Consulting, Client Servicing, Solution Providing, Pre sales activities.

• Marketing / CRM promotions, Direct Marketing, Loyalty Program Management, Events and Promotions, Reward & recognition initiatives, Call Centre Management (Voice and Web based), Catalogue Marketing.

• Strategic - Ability to work across Industries.

• Strong Process Orientation.

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EXPERIENCE SUMMARY:

• Total Work Experience- Over 16 years

• SAP Experience- 5.4 years experience in SAP CRM-Implementations, Application Support & Project Management. Business process designing, Configuration, implementation, Testing and End user Training. CRM skills include: Sales, Service, Mobile sales/ Service, Marketing and Middleware. Other experience: Active participation in SAP Pre-sales activities, Bidding process and CRM Solution providing.

• Functional Experience- 11.5 years experience in Sales, Marketing & Customer Relationship Management. Areas of focus: Direct sales, Marketing, Direct Marketing, Brand & Direct Communication, CRM, Events & Promotions, Partner Alliances, Customer Retention & Acquisition, Database related marketing, Recognition & Loyalty, Online, Contact Centers, Business and People Management, Client Servicing.

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WORK EXPERIENCE:

SAP EXPERIENCE:

Team Leader -SAP CRM: - Atos Origin India Limited since June’07- July’10

Handled 2 SAP CRM Support projects:

Project details:

1) Electro component – UK (SAP CRM 4.0): First line and second line support.

Electro Components is a leading global distributor of Industrial products, trading as RS in UK and most of Europe and Asia, Radio spares in France and Allied Electronics in North America. Electrocomponents is supplying 300,000 products in over 80 Markets worldwide.

Responsibilities:

First Line support: Process owner/ Service Coordinator of the Firstline support process

• Conceptualising and Setting up business processes for the FL Support.

• Led the team of consultants across all modules SD, MM, FI BI & CRM for Knowledge Transfer sessions held by the Client, on site Corby, UK.

• Responsible for monitoring the service delivery timelines and generating various reports required by the Client as well as Atos management to review the progress. Managing SLAs

• Single point of contact for the client as well as the internal consultant’s team for any process related issues.

• Project Resource management

Second Line Support: Team Lead SAP CRM

Handling a team of 3 CRM Consultants. Responsible for all project related administrative or process related issues.

Second line application support included the following major activities:

• Resolving issue related Maintenance of Business (MOB) activities including incident Management, Change Management within SLA.

• Requirement gathering Change management

• Sev- 3& 4 Incident handling related to CRM Sales, Marketing, Mobile sales, Service, Customer Interaction centre and Base customizing, SMOEAC.

• Providing solutions to various Bdoc errors triggered while data transfer and making the required changes in the Quality system and later on moving it in Production system

• Actively involved in Business development initiative in UK as well in Domestic Market.

• CSS (Customer Satisfaction Survey) rating for the project–– “Excellent” for 3 Consecutive years.

2) Nessie CRM Project – Belgium Version 6.0 - Team Lead SAP CRM

Project Nessie is Atos Origin’s internal SAP Project and Nessie CRM is one of its business application component , which is set up with longer term objective to enhance and support Business related CRM processes companywide on a global scale.

Handling a team of 3 CRM Consultants. Responsible for all project related administrative or process related issues. Second line application support included the following major activities

• Requirement gathering Change management

• Sev- 2, Sev- 3& 4 Incident handling related to CRM Opportunity Management, Sales, Marketing, Customer Interaction centre and Base customization related issues.

• Handling Master Data synchronization related issues.

• Handling all Web UI related issues on a day to day basis.

• Working closely with the Technical team to implement best suitable solutions

• Providing solutions to various Bdoc errors and making the changes in the systems (Quality and Production) accordingly.

• Testing

• End User Training

• CSS – Customer Satisfaction Survey – “Very Good” for the current year.

Achievement: Recipient of Atos Global “Performance Excellence Award” for successful transition, Implementation of processes and Service Delivery.

Other responsibilities & initiatives managed: Actively involved in Business development initiative in Domestic Market. Part of pre-sales team for providing CRM Solution to the clients in India & abroad.

- Part of the “Lean Management “Project implemented by Mckinsey Management Consulting in Atos Origin India & UK to improve the overall operations and typically the business process performance of the Organization. My role was of a core team member from Enterprise Application Support division. I was a process owner of “Incident” and “Change” management process improvements and setting up internal SLA timelines. Conducted various team meetings to improve and measure the performance improvements. After successful roll out of the Lean project in India & UK it was later on implemented at Atos Origin Global Level.

SAP- SD /CRM Consultant – Siemens Information Systems Limited, India since January’06 –June’07

Implementation Project Details:

Project 1: MCGM – Municipal Corporation of Greater Mumbai (A Government Organization) - CRM E-Governance Project

• Project Details: Making all MCGM services available to the Citizen through a Service portal, wherein citizens can apply for any of MCGM services through the interactive forms, Secured Payment Gateway for online payments, Online Registration of Complaints and status monitoring. Further processing of this application done at the backend in SAP CRM Service.

• MCGM Services- over 200, such as: Health Services, Shop & Establishment, Licenses, maintenance, Building & Factories, Water Works, P-Tax, Aqua.

1. CRM Components Implemented: CRM Service- Service process, Service order, Service confirmation, Contracts, Workflows, Action profiles

2. Setting up Complaint Redressal (Management) System with Escalation Matrix and the Ward Management System.

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Duration: 15thMay’06 to May’2007 Project Duration: 12 months Go Live date : 4th Feb’07

• Environment: SAP CRM 4.0

• Role: SAP CRM Consultant: Process Owner for Health and License related services.

- SAP article on the MCGM E-Governance project

Project Responsibilities:

Defining AS IS and To Be Business processes for each of available MCGM services to suit client’s business needs

Identifying the key business issues and provide the suitable solutions.

Understand the changes required, if any by the client.

Process documentation and sign off from the client.

Configuration- Process mapping into SAP System: Maintaining Organization Structure Creation of Transaction Types, setting up item categories, basic functions in CRM, Creation of master data for products and maintaining condition records for the same,

Testing various End User scenarios along with the Clients core team members and follow up till the final sign off.

End User Training.

Post Go Live Support for 2 months

Project 2: Eureka Forbes Limited- One of the India's largest direct selling companies

Part of SAP CRM Implementation team at Eureka Forbes Limited.

PROJECT: ‘EUROCOMPASS’ Duration: January ’06 till April ‘06, Environment: SAP CRM 4.0

CRM Components: Sales, Service, Mobile interface, Customer Interaction Centre, CRM Contracts.

Role: Associate Consultant- CRM

Project Responsibilities:

Configuration- Process mapping into SAP System: Maintaining Organization Structure Creation of Transaction Types, setting up item categories, basic functions in CRM, Creation of master data for products and maintaining condition records for the same,

Testing various End User scenarios along with the Clients core team members and follow up till the final sign off.

End User Training.

Post Go Live Support for 2 months.

FUNCTIONAL (DOMAIN) EXPERIENCE:

Manager Marketing & Communication, WWF- India (Since February’04- December’04)

World Wild Life Fund for Nature –India, or WWF-India is the premier conservation NGO in the country. WWF is one of the leading International brands. WWF-India is dedicated to the cause of Nature conservation since 1969 with 36 branches across the country. The centralised Marketing Division of WWF-India is based at Delhi.

The main areas of responsibility include:

Developing all India Subscription strategy

• Direct marketing initiatives

• Managing promotional activities

• Co-branding initiatives

• Active participation in setting up new sales strategies & planning

• Fund raising initiatives like Events.

• Database Management

• Developing CRM strategies and support plan

• Conceptualising and Setting up processes for the program

• Setting up systems for Subscriber (Customer) Database management.

• Setting up backend support systems and hygiene checks.

Achievements:

• Developing a new All India subscription strategy and subsequently launching the subscription program all across India.

• Incremental in increasing the brand visibility of WWF as an international brand in India.

‘Account Manager’- Serco Group PLC (formerly Info Vision Group (August’1999-January’04)

InfoVision Group is the first and one of the largest independent companies servicing multiple touch points in the CRM space in India. Info Visions scope of activities includes Database Management, Direct Marketing, Loyalty Program Management, Fulfillment Management, Events and Promotions, Reward & recognition initiatives, Call Centre Management (Voice and Web based), Catalogue Marketing and Software development.

While being the Account Manager at InfoVison group handled 4 Enterprise Clients in India. The areas of Responsibilities included, Direct marketing, CRM Events & promotions, Dealer Management, Customer Retention & Acquisition, client servicing and Business Development. The details of clients are is as listed below:

Microsoft Corporation, India - Microsoft entered India in 1990 and has since worked closely with the Indian government, IT industry, academia and local developer community for ushering in some of the early successes in the realm of IT. Microsoft currently has offices in 13 cities of India. Microsoft in India employs about 5500 people and has six business units in India representing the complete Microsoft product lifecycle.

The main areas of responsibility included:

• Managing Windows 2000 launch & conducting training sessions for MCSEs, MCPs, MCSPs & VAPs across India, and the activity span 14 months.

• Coordination & tie ups with CTECs MS Dealers, Local branches of InfoVision & Repro.

• Developing the execution plan for the promotional activities for Exchange 2000, Office 2000 and Office XP.

• Managing TechNet, MSDN events for Microsoft VAPs & their business partners

• Managing the overall Customer & Dealer’s database.

• Business Development.

Honda Siel Cars India Ltd. - Honda Siel Cars India Ltd., (HSCI) was incorporated in December 1995 as a joint venture between Honda Motor Co. Ltd., Japan and Siel Limited, a Siddhartha Shriram Group company, India with a commitment to providing Honda’s latest passenger car models and technologies, to the Indian customers. The company has a strong sales and distribution network spread across the country. The network includes 120 facilities in 71 cities. HSCI dealerships are based on the “3S Facility” (Sales, Service, Spares) format, offering complete range of services to its customers.

The main areas of responsibility include:

• Handling direct marketing initiatives.

• Overall data management. Setting up hygiene checks for Data cleaning, data profiling.

• Generating MIS for all the promotions and present it to the client in a weekly meetings.

• Exploring new business opportunities

Maruti Udyog Ltd. - A Maruti Udyog, India and Suzuki Motors, Japan Joint Venture Company.

The main areas of responsibility include:

• Managing Promotional campaigns for the Maruti- Suzuki Dealers as well as the end customer all across India.

• Handling the Entire Direct mailing initiative right from creative designing to managing the back end processes.

• Making an operations as well as backend process execution plan.

• Tie-ups with local brands for promotions.

• Setting up processes for Customer Fulfillment at all India level.

• Overall database Management

• Generating MIS for all the promotions and present it to the client in a weekly meetings.

• Exploring new business opportunities

Shoppers Stop Limited- First and the largest retail chain for life style products in India.

Shoppers Stop is an Indian department stores promoted by the K Raheja Corp Group (Chandru L Raheja Group), started in the year 1991 with its first store in Andheri, Mumbai Shoppers Stop Ltd has been awarded "the Hall of Fame" and won "the Emerging Market Retailer of the Year Award", by World Retail Congress at Barcelona, on April 10, 2008. Shoppers Stop has 34 stores in 15 cities in India. Shoppers Stop has a loyalty program for its entire customer across the country called the “First Citizen” Loyalty Program.

The main areas of responsibility include:

Handling the complete Shoppers Stop customer Loyalty program (“First Citizen”) across India, Managing various promotions:

• Conceptualising and Setting up processes for the program

• Setting up systems for hygiene checks

• Complete automation of all backend processes to ensure smooth running of the program.

• Managing all 20 stores across India: defining system of reporting, requisitions, inventory control & daily data upload.

• Setting up systems to measure the performance of the individual store.

• Generating various MIS to ensure business growth.

• Amending Business processes to suit the needs of the business.

• Active participation in conceptualizing various promotions, Direct Mailing- white mail as well as e-mails,

• Managing mass promotions, Promotional Mass e-mailing, Providing MIS on each promotional activity done, adding value to the client’s business.

• Setting up hygiene checks for Data cleaning, data profiling.

• Over all database Management- handling the data of about 3 Billion customers.

• Identifying new opportunities within the clients business like e-mail response centre, telephone call centre to further improve the Customer service & relations.

• Responsible for complete automation of all the Business processes.

Asst Manager Integral Solutions- Kochi (1998- 1999)

Integral Solutions is one of the leading VAPs (Value Added providers) of Microsoft Corporation in southernIndia.

Scope of business included:

• Developing customer base

• Developing sales

• Liasoning with major Government & corporate accounts.

• Responsible for sales of Software products in Kochi & nearby areas

Achievement: Incremental in developing sound customer base and increasing the turnover from Rs 3 lakh pm to Rs 8 lakhs pm.

Executive Marketing Services - KaramChand Thapar & Bros- The Thapar Group -Mumbai (1996- 1998)

Karamchand Thapar is one of the leading manufacturers of security documents & computer stationary in India. Over three years in KCT were spread over responsibilities from Sales to Business development. Responsibilities:

• Responsible for sales of security documents & computer stationary in Mumbai & its suburban areas.

• Additional focus on development of trade relations and evangelizing the brand.

• Making long term tie ups with major clients

• Identifying opportunities within the clients business.

Achievement: Solely responsible for signing the MOU between KCT & Reliance Group of companies for supply of computer stationary & Security documents.

Management Trainee- Marketing, Ranbaxy Laboratories (Formerly known as Crossland Research Laboratories), Mumbai (1994-1996)

Crosslands Research Laboratories, currently taken over by Ranbaxy, is one of the well known pharmaceutical companies in India. Crosslands scope of activities includes Institutional sales & Business development.

Responsibilities:

• Responsible for developing sales in all major Government & private hospitals.

• Business Development

• Identifying opportunities in new areas

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EDUCATION

• MBA-International Marketing, Indian Institute of Export- Import Management, Mumbai, India (1998)

• Diploma in Export Import Management, Indian Merchant’s Chamber, Mumbai, India (1996)

• M.A. (Russian Language & Literature), University of Pune, India. (1992)

• Graduate - Bachelor of Commerce. Symbiosis college of Commerce-University of Pune, India(1990)

PROFESSIONAL CERTIFICATIONS:

• SAP R/3 (AG) – Certified SD consultant, from Genovate Solutions, Mumbai, India. (2005)

• OCA- Oracle certified Associate: Oracle 9i SQL basics and PL/SQL programming. (2005)

• OCP- Successfully completed Oracle 9i forms & reports developer module (2005).

PROFESSIONAL QUALIFICATIONS:

• Successful Completion of SAP Upgrade Management Program(2009)

• Successful completion of E2E400 – Run SAP program (2009)

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KNOWLEDGE OF LANGUAGES

• ENGLISH – FLUENT

• RUSSIAN- INTERMEDIATE

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HOBBIES

Adventure sports, Trekking, Rock climbing, Travelling, Music & Reading.

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