CRMpeople.com
Presents
Resume 790.
CRM Consultant
Personal Details
Date of Birth (dd/mm/yyyy)
12/05/1977
Gender
Male
Nationality
South African
Marital Status
Married
Drivers License
Yes
Health Status
Excellent
Educational History
Details
Institution
Dates Attended
Bachelors Degree in Commerce (B.Com) with Majors in Business Information Systems, Information Systems Technology, & Marketing
University of Natal, Durban, South Africa
1995
1998
Siebel 99 Core Consultant School
Siebel University
10/1999
10/1999
Systems Analysis, Design & Enterprise Programming Diploma
Van Zyl & Pritchard Institute
03/1999
06/1999
Job Experience
Client/Project Name
Eskom – EnCoRe CorDaptix Implementation Project
Project Duration
07/2001 - current
Role Description
Full Life-Cycle involvement. I joined the EnCoRe Project from its inception (Planning Phase). My activities involved planning the different project phases, As-Is Process Analysis with a focus on back-end CRM processes. Designed To-Be Processes based on business requirements. Design/development of Prototype Solution. Facilitated Prototype W/Shops as well as Client Presentations. Involved in configuration of CorDaptix System. Design of Functional Specifications. Solutions Testing. Gained significant Electricity Industry, Billing, Customer & Account Management, & general CRM experience as well as significant Project Management experience. Appointed Team Lead for System Testing of the CorDaptix Solution. Functioned in a Cell Lead role for the Customer & Account Management Cell, within the Business Solution Workstream. Appointed as a RIC (Regional Implementation Co-ordinator) for the entire Eastern Region. Extensively involved in managing and co-coordinating the implementation of the CorDaptix solution.
Client/Project Name
DaimlerChrysler SAP CRM Implementation
Project Duration
02/2001 – 07/2001
Role Description
DaimlerChrysler is one of the world's leading automotive manufacturers. Although they are setting the standard when it comes to product quality and operational efficiency, DaimlerChrysler South Africa have identified a key need to re-align their business processes to enable them to create and deliver superior value to their customers (i.e. To become a Customer-Centric company).
Due to our deep skills and leading-edge methodologies in CRM, DaimlerChrysler has appointed Accenture to help them in achieving this objective.
I have been involved on the project from phase 1, the Capability Assessment. This phase encompasses 3 interrelated workstreams; Call Center Processes, Relationship Marketing Processes, & Retail Environment Processes. My roles and responsibilities cross all 3 workstreams, ranging from managing As-Is & To-Be Process design/mapping, Tech-team transitioning, managing the HTML Deliverable Team and developing a CRM strategy for the business.
Responsibilities included:
-Managing the Relationship Marketing (RM) sub-team for Passenger Cars, including transferring CRM knowledge to my Client Shadow.
-Translating and re-defining the RM As-Is Processes into logical and meaningful processes maps.
-Requirements gathering for the To-Be Processes for DCSA RM, including Commercial Vehicles. (This included setting-up and conducting various workshops with key Client People)
-Detail Design and mapping of new To-Be RM Processes.
-Managing the RM sub-team for DCFS (DaimlerChrysler Financial Services).
-Translating and re-defining the RM As-Is Processes into logical and meaningful processes maps.
-Requirements gathering for the To-Be Processes for DCFS RM. (This included setting-up and conducting various workshops with key Client People)
-Detail Design and mapping of new To-Be RM Processes.
-Transitioning to SAP Technical Team: This involved me presenting the RM To-Be Business Processes (DCSA & DCFS) to the SAP Technical Team to enable them to devise high-level technical requirements to support the business processes.
-Direct responsibility for managing the HTML Deliverable Team.
-Full responsibility for the final HTML Deliverable.
-Managing the HTML Deliverable Team comprising 2 analysts.
-Devising a comprehensive CRM Strategy for DaimlerChrysler SA.
