Oracle CRM Consultant
Satyam Computer Services Ltd.
Total years of experience :19 years, 10 Months
•Performing functional and technical work within the Customer Relationship Management (CRM).
•Experience with Oracle CRM; including: Leasing, Licensing, Property Manager, iStore, Sales Online, Telesales, Marketing, TeleService, Install Base, Service Contracts, Inventory, OM, Trading Community Architecture (TCA).
•3 Full life cycle Oracle CRM implementation experience in Telecom, Online Shopping (iStore), Airlines Industry, Dubai Silicon Oasis Authority Dubai using TeleSales, TeleService, Leasing, Property Manager, EAM, Service Service Contract, Licensing etc..
•Currently employed with Satyam Computer Services Limited, a large Oracle CRM/ERP integrator.
Functional Responsibilities:
Requirements gathering, functional gap analysis, application design, configuration, module setup, test script generation, writing training guides, training end users, and production support.
Technical Responsibilities:
Interfacing with users, identifying functional and technical gaps, estimating work load, architecting system interfaces, designing custom solutions, leading developers, scheduling, producing documentation, and providing production support.
Projects : - EMC2 Application Enhancement & Support
Organization : - Patni, offshore support team.
Client : - EMC2
Role : - Team Lead
Duration : - June 2004 - October 2006
Team Size : - 30
Project Description
As CRM Analyst and Subject Matter Expert (SME), my responsibility is to assist customer in completion of common Service Request (SR) and Problem Requests (PR). Along with assisting user, I am also responsible to suggest the best possible alternative ways to customer for performing requested task that could not be performed because of various dependencies.
Responsibilities & Contribution:
• Provide administrative level support to our client (EMC2).
• Providing Technical Coaches to team members and new recruits.
• Administrative level movements of TLAs and FRUs in Clarify.
• Providing support to EMC support staff in Labs for Clarify & peregrine issues.
• Analysis and feasibility study of SRs and/or PRs based on business requirement and System functionalities.
• If feasible, log the request to CRM System (Clarify), and perform all desired activities required to fulfill the request e.g. Case Creation, Case forward, Dispatch, Assignment of cases etc.
• If not feasible, suggest workarounds to the client and assist him to pin down the best possible method to complete his request.
• Creation and tracking of (Request Material Authentication) RMAs associated to a case.
• Managing product information of equipments located at/installed at customer site.
• Providing Customized Solutions addressing customer requirements pertaining to Clarify 10.1 SR1 Clear Support, Clarify 10.1 SR1 Clear Logistics, Clarify 10.1 SR1 Product manager, Peregrine System.