SRISHTI SAXENA

Client Name- Cencora (US Leading Pharma distributor)

• Interacted within internal teams and business clients to understand business needs and translate into requirements and project scope- hence writing stories and grooming them with Tech team
• Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization

Client name- AmerisourceBergen ( Now named as Cencora)

• Handled new requirements raised by business and involved in FD updates, test evidences, script design, support during deployment
• Handled Monthly releases and production support activities
• Enhanced customer satisfaction with prompt issue resolution through effective CRM management and Hybris e-commerce storefronts applications
• Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes
• Conducted training and mentored new team members to promote productivity and commitment to friendly service
• Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay

Client name- Blue Star Limited (June 2017- Dec 2017)

• Handled required SAP CRM configurations (SPRO Settings) and solved tickets raised by client

Client name- Rockwell Automation (Dec 2017-Feb 2019)

• Conducted thorough gap analysis between current business processes and desired outcomes enabled through the deployment of an optimized SAP CRM solution
• Maintained positive customer relations by addressing their incidents head-on and implementing successful corrective actions- in SAP CRM environment- Sales and service area and SAP Sales and distribution

Client name - Npower (Utilities Service provider- UK)

• Lead SAP CRM Correspondence stream from Onshore (UK) for 6 months- Correspondence communication to customers through SAP Smartforms
• Managed Impact Analysis for RFCs, Detailed Design Documentation, Testing and Execution and Production support activities for CRM Correspondence area, conducting FS walkthroughs
• Collaborated with cross-functional teams to define business requirements and tailor CRM system accordingly.

Client name- Jaguar Land Rover

• Designed CRM configuration cookbooks from functional perspective
• Creation of Products, customization of product hierarchies, configuration of action profile for various transactions, customizing business roles and work centres

Client name- Contact Energy ( Leading Utilities provider - New Zealand)

• Involved in designing the CRM configuration cookbooks from functional perspective
• Test script designing, test data preparation and test case execution on SAP CRM interaction Centre - Sales, Marketing and Service scope of SAP CRM UI Configuration tool, Adding Custom Fields to UI, Business role Configuration, Defining Business Roles, and Navigation bar customizations
• Business Discussions for test scenario and script modifications.

Client name- Aircel Telecommunications

• Worked on Call detail record (CDR), Web Portal, Enterprise Payment Systems testing, server health check activities, GPRS / other service activation on Sim cards Conducting Business UATs and attending client meetings regarding CRs raised.