Highlights:

Skills:SAP SD CRM Consultant with 16.5 years of experienc, SAP CRM - Sales, Service, Mobile sales/ Service,, ,CRM Middleware, CRM Web UI., •Project Implementation- Business process designi, & re-engineering, Process documentation, Customizi, -Application Management- Application Support, Change management, Incident handling, Client inter, interaction, Service Delivery Management, Managing, Project Management., •Business Consulting, Client Servicing,, Solution Providing, Pre sales activities.

SAP CRM Training Consultant 07/2012 - 10/2012
Enorth Consulting, Milton Keynes, Buckinghamshire United Kingdom
Industry: IT
• Managing the Training SAP CRM (Service) & Business Process Training to the corporate Clients of Enorth.
Project Responsibilities: • Managing the Training SAP CRM (Service) & Business Process Training to the corporate Clients of Enorth. • Conducting technical reviews for peers and other resources in the team • Conducting Corporate User training for the subject- SAP CRM system, which includes design, customization and update of training materials and handouts. • Work with project team to define and enable training environments • Co-coordinating and conducting trainings for new joiners and other team members. • Planning the training sessions Identify and document generic key SAP training requirements • Conduct training needs analysis reviews and document findings • Ensuring new team members are brought up to speed in minimum time. • Managing client expectations and interfacing with the Key and End user teams. • Acting as a Central reference and information source for any system, Day to day business operations related issues. • Handling challenging timelines and responsibly handling the system support and User training--
Senior SAP CRM Consultant 11/2012 - current
Tachnoserv Consulting, Moscow, Moscow Russia
Industry: IT
Project scope: Implementation of SAP CRM Service component for a Retail Client: Service order, Service confirmation, Resource Planning management, service warranty & Contract Management and setting up Complaint management system with escalation matrix.
Project responsibilities: • Full end to end implementation of SAP CRM Service component . • Conducting workshops • Major Stakeholder Management--
SAP CRM - Business Solutions Consultant 5/2011 - 05/2012
Freelance Consulting, Moscow, Moscow Russia
Industry: Manufacturing
SAP CRM Consultant: Project role: Business analyst: CRM Providing end to end sales full life cycle solutions to the client including Contract Management and Database Integration.
Project Responsibilities • Analysis of the existing client system. • Defining AS IS and suggesting re-engineered (To Be) Business processes for sales to suit client’s business needs • Identifying the key business issues and provide the suitable solutions. • Understand the bottleneck issues and changes required, if any by the client. • Stakeholder Management • SPOC (Single point of contact) between the Business users and the Technical teams • Testing various scenarios with the client--
Team Leader -SAP CRM 06/2007 - 07/2010
Atos Origin India, Mumbai, Maharashtra India
Industry: IT & Consulting
Handled 2 SAP CRM Support projects as a Team Lead 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 for Electrocomponents, UK: 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 Electrocomponents, UK and Nessie CRM, Belgium: 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 • 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.--
SAP- SD /CRM Consultant 01/2006 - 06/2007
Siemens Information Systems Limited, Mumbai, Maharashtra India
Industry: IT & Consulting
2 Full life cycle Implementation Project Details: Project 1: MCGM – Municipal Corporation of Greater Mumbai (A Government Organization) - CRM E-Governance Project
- 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.--
Manager Marketing & Communication 02/2004 - 12/2004
WWF- India, New Delhi, Delhi India
Industry: Non Profit Organization
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 08/1999 - 01/2004
Group PLC (formerly Info Vision Group ), New Delhi, DElhi India
Industry: Service & Consulting
Serco Group formerly known as InfoVision Group is the first and one of the largest independent companies servicing multiple touch points in the CRM space in India.
While being the Account Manager at InfoVison group I handled 4 Enterprise Clients in India, which are as listed below: 1) Microsoft Corporation India 2)Honda Siel Cars 3) Maruti- Suzuki Motors 4) Shoppers Stop The areas of Responsibilities included: -Direct marketing - CRM Events & promotions -Devvelopig execution plans for various promotional activities -Dealers Management - Managing the overall Customer & Dealer’s database -Conceptualising and Setting up processes for the Loyalty or other fulfillment programs -Business Process automation - Customer Retention & Acquisition - client servicing and Business Development.--
Assistant Manager 07/1998 - 08/1999
Integral Solutions, Kochi, Kerala India
Industry: Computer & IT
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 05/1996 - 07/1998
KaramChand Thapar & Bros- The Thapar Group, Mumbai, Maharashtra India
Industry: Paper
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. Main 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 04/1994 - 05/1996
Ranbaxy Laboratories (Formerly known as Crossland Research Laboratories), Mumbai, Maharashtra India
Industry: Pharamaceutical
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.
Main Responsibilities: • Responsible for developing sales in all major Government & private hospitals. • Business Development • Identifying opportunities in new areas--

University of Pune 06/1987 - 07/1990
Pune, Maharashtra, India
Degree: Bachelor's Degree
Major:Marketing
Minor:Business administartion, Advertising
Bachelor's degree with Marketing as a major subject

SAP CRM Consultant SAP CRM: Service, Sales, Middleware