Overview and Introduction: Foundation & Architecture of CRM - CRM Analytics - CRM Marketing - CRM E-Commerce - CRM Channel Management - CRM Sales - Interaction Center - Service - Field Applications (with focus on Mobile service)
CRM Basic data & Customizing settings for these objects: Business partner - Organizational model - Territory Management - Product master CRM Business Transactions - Overview of generic functions in business transactions - Activity Management (including Activity Journal and Groupware Integration)
CRM Business Partner - CRM Middleware: CRM Middleware --> Sales and Billing - Basic concepts of CRM middleware.
Architecture and landscape - Configuration of the CRM Server -- Base Customizing - Configuration Web Application - Creating Product catalogs - Publication of Product Catalog content - Create Internet User for order processing - Sales Transactions using “Internet Sales” - Web Shop Maintenance - Opportunity Management - Activity Management - Marketing Planning and Campaign Management (Marketing Planner, Product Selection, Partner Functions, Generic Actions, Campaign Execution) - Marketing Calendar - Customer Segmentation - External List Management - Lead Management - Marketing Analytics.
Project Management -- Started a New Department, Business Excellence Cell and Heading it. Mgmt. Representative for ISO certification. Formulated Performance Mgmt System. Process Migration & handover. Handling Projects end to end. Managing internal and external stakeholders. Maintaining effective communication between these stakeholders. Business Analysis, Process Improvement & Documenting SOPs. Developing and implementing training objectives for staff. Providing effective leadership. Superior communication (oral and written) and interpersonal skills. Proficient in using MS Office. Worked as end user on various ERPs like PeopleSoft (CRM), Business Objects (BO), Task Disposition System (TDS), and Expert etc.
Initiated and heading a new department viz. Business Excellence Cell. Successfully formulated and implemented Performance Management System. Management Representative for ISO Certification. Won award for best team in the entire department. Migrated process of 14 FTEs from UK to India & 3 different processes of total 10 FTEs to respective stakeholders. Received written appreciation from customers. Won award for best debutant (new comer) in the organization within 3 months of joining.
NISA Group of Companies. Dec 2009 -- PresentStrategist Business Developer & IT Interface. Customer relationship Mgmt. Heading Business Excellence Cell. MR for ISO certification ensuring SOPs for all departments are chartered and adhered to. Drawing Performance Rating for the Ops team using the PMS. Training Ops team at Pan India level; Inducting new hires at all level. Monitoring, Analyzing & Reporting operations activity & Branch Financials. Identifying the areas of improvement and providing guideline to increase the efficiency. Tracking the Organization growth and preparing road ahead. Performing research to identify potential clients and providing the database to marketing teams. Single point of contact/liaison between Corporate office and Operations team across India for PMS and Marketing & Business Development.
Hutchison 3 Global Services Pvt. Ltd. Nov 2004 -- Nov 2009Team Coach. Handle a team of 24 members and look after their overall performance. Monitor the quality of work done. Constantly Liaise with UK teams for Business review and Development. Keep check on customer satisfaction and provide continuous feedback to team members. Suggest significant new products that satisfy consumer wants and needs. Measure and report success/learning from initiatives launched and tactics executed. Develop programs to meet needs of both consumers and retail customers.
Zenta India Pvt. Ltd. April 2003 -- Nov 2004Sr. CRE Catering to US customers, selling financial products. Educate customers about their credit profile. Always the best in performance and meeting SLA. Won award for best productivity. Organized training for new employees. Handle customer disputes and enhance customer experience.
ACADEMICS SAP CRM (Functional) Global Enterprise Infotech Solution