CRM Business Analyst

From: Dinesh Gururaj - CRM Business Analyst
Remote Name: 59.96.37.79
Date: Wednesday, February 04, 2009
Time: 08:09 AM

Resume

Dinesh Gururaj Hand Phone: +919717965789/ +91 9871786887/ +91 9845338959 e-Mail: gururaj.dinesh@hotmail.com In quest of assignments in CRM with a technology driven organization of repute. CAREER SNAPSHOT 1 Result oriented professional with over 5 years of experience in Consultancy assignments in CRM, Technical ABAP and IT. 2 Adept in analyzing information system needs, evaluating end-user requirements, custom designing solutions, and troubleshooting problems in the process. 3 Exposure to CRM techniques of › banking › electrical manufacturing and sales industries › telecom sectors and in Technical Support along with numerous presentations and brainstorming sessions, has paved way for excellent public speaking and people-interaction skills. 4 A technocrat with honed problem solving skills and exposure to Six Sigma up to Green Belt. SKILL SET Technical Technical Skills: ABAP, CRM, ITIL, PMP Database: Working knowledge of Oracle and SQL Programming Languages: Java, UML, XML and JavaScript Applications: RoboDemo (Captivate), MS Office/Share Point/Project, Minitab & Lotus Notes R/5. Functional (Business Analysis/ Implementation) 1 Mapping requirements and providing customized solutions involving finalization of product specifications and selection of appropriate techniques. 2 Conducting system study and coordinating with team members for System Design & Integration, Application Maintenance, etc. 3 Managing smooth implementation of projects & extending post-implementation, application maintenance and technical support. EXPERIENCE DETAILS Since Aug’05 – Jan’09 with Schneider Electric Location: • UAE ( Aug 2005 – July 2008) • India (Aug 2008 – Jan 2009) Associate Manager – CRM Key Projects Handled Project Title : 1 OverQuota - eSales Deployment & Support Project – CRM Sales (2005) 2 OverQuota - eZService Support Project – CRM Helpdesk (2005) 3 CRM Deployment & Support Project - CRM Sales, Marketing, Projects & Helpdesk (2007) 4 Six Sigma Green Belt Project “To reduce Commercial Complaints” (2008). 5 Bridge - CRM Deployment Project - CRM Sales, Marketing, Projects & Helpdesk (2008-09) Responsibilities: Responsible for: 1 Conduct Process Reviews. 2 Requirement Analysis by gathering information and requests from Sales and Helpdesk. 3 Recommend modifications suiting business needs of Organization. 4 Data Migration and Validation. 5 Prepare User Manual as required in .doc, .swf, .vsd and .pdf files. 6 Train and Tutor Sales Engineers and Helpdesk. 7 Run daily, weekly, monthly and quarterly reports for the Management. 8 Monitor & Clean the data constantly sort out discrepancies in terms of replication conflicts, duplication of data and insufficient information. 9 Control software data in terms of providing and editing User Access and levels and have a complete visibility of the data. Project Name : eSales Deployment & Support Project Project on : ERP – CRM Project Scope : A process to manage all aspects of interaction with customers across multiple communication channels (salesman, help-desk, marketing, etc.). The following databases were Sales Force Automation: The database was designed to contain contact details of Customers, keep track of contact interest, status – information required to manage relationships effectively. Activities: The Activities database was linked with the SFA database for Customer details. Activities database to keep track of Customers visited, email, catalogues and mailers sent, write visit reports and proposals. Projects: The Projects database was linked to the SFA database for Customer details. Projects database could keep track of how far along are we in the project cycle; manage project plan, and who is working on each project. Knowledge Management: Sales Library was used to store Press Announcements, product pricing, specification sheets, proposals, form letters etc. Project Name : eZService Support Project Project on : Helpdesk part of eSales Deployment & Support Project Scope : A process to handle Customer Queries and Complaints. The Customer Action Request was used to record calls regarding commercial, logistics, technical, complaints and queries. Statistics could be got on all customer calls and how they are being handled. My involvement was only to the extent of supporting the application especially trouble-shooting. Project Name : CRM Deployment & Support Project Project on : ERP – CRM Full Cycle Implementation Scope : An ERP Package very similar to eSales plus eZService. eSales & eZService were scrapped owing to limitations and problems faced. All advantages of eSales & eZService and most of the features were incorporated. Additionally, to better manage Customer Accounts, additional features were developed and integrated into CRM. Project Name : 3 CC Project on : Green Belt Six Sigma (To reduce commercial complaints) Scope : Order Processing Department encountered problems relating to commercial complaints. Issues were identified and after a root cause analysis, suggestions were made to the management to reduce such complaints. Before the project, an average of 12 complaints was raised every month which was reduced to less than 3 a month. Based on the success of this deployment in such a short period, this project was nominated for Award in Schneider Electric Global for 2008 new2 trophy. Project Name : Bridge Project on : ERP – CRM Full Cycle Implementation Scope Schneider Electric, with this implementation of “Bridge” project is one of the foremost companies with the single largest implementation of SAP. With India as the pilot for CRM, maximum exposure was experienced at every stage. I am responsible for driving this project functionally for India. As on date deployment covers Helpdesk, Sales & Marketing. To be deployed: PCUI, eSelling, Campaign Management. The deployment of this pilot project is expected to benefit the management immensely in terms of visibility, time & resource management. Jan’04 to Aug’05 with Cue Software Solutions, as Technical SAP Consultant. Base Office: Bangalore, India One of the fastest growing IT service companies in Bangalore (India), providing high quality remote consulting services for growing enterprises worldwide. It specializes in building & assembling team for consulting needs. Responsibilities and Interests 1. Creation of reports about the data entered into sales order, checklist for Customer master, reports to display stock transport orders with no delivery note created, sales open order by date/customer number/item. 2. Creation of Interactive Reports for vendor performance that lists vendor name, payment terms, prices, which included material number, storage location, unit of measure, purchase order. 3. Development of BDC programs to migrate Purchase Order and Vendor Data from legacy system to SAP R/3 system and upload Customer master Data using Call Transaction Method and Sessions Method. 4. Planning and coordination of ABAP/4 training to customer. 5. Coding and testing of ABAP programs and report generation. Jan’02 to Nov’02 with IT 365 (Standard Chartered Bank), as Technical Support Executive. Base Office: Chennai, India IT 365, the IT Support Centre is an in-house help-desk that provides technical support to Standard Chartered Bank (SCB) employees round the world. It is the Information Technology Service Centre of the Bank. Provided in-house technical support to the employees of Standard Chartered Bank and its subsidiaries. Was a part of the Pilot Phase of the project and was subjected to immense exposure in the field of Project Management and Technology. Responsibilities and Interests • Knowledge and Skills transfer conducted Process Training for fresher. • Monitored and supported Technical problem resolution activities and problem ownership acquisition • Identified and analyzed process related issues, documented them • Resolved issues utilizing existing resources and standard methodologies, adhering to established procedures regarding case documentation and case management. • Worked directly with customers to provide services and helped to resolve computing problems. EDUCATIONAL CREDENTIALS  Master of Computer Applications from the University of Madras, Chennai, 2004  Bachelor of Commerce from the University of Madras, Chennai, 2000  Diploma in System Applications from S.S.I. limited, Chennai, 1999  Bachelor of Journalism from The ICFAI University - pursuing CERTIFICATIONS/ TRAININGS ATTENDED  ITIL – ITSM - 2007  Six Sigma Green Belt - 2008  Soft skills and Effective Communication in-house Schneider Electric – 2008  Finance for Non Finance Professionals ( Apples & Oranges) in-house Schneider Electric - 2008  Advanced Presentation Skills training – Progress Management Consultants - 2008  Project Management Professional - 2008

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