Resume Templates: Customer Relationship Management Analyst


Kenneth Michael Smith
Home: 000-000-0000 –

Professional Summary
Top-performing CRM business analyst / solution architect with extensive experience in spearheading the global delivery, management, design, development, implementation and support of cost-effective, enterprise-wide information and business system solutions. Expertise in technology development, product management and IP business. Recognized leader, applying high-impact technical solutions to major business objectives with capabilities that transcend IT operation boundaries. Skilled at working with clients and management to prioritize activities and achieve defined project objectives; able to effectively translate operational / business requirements. Committed to helping organizations achieve maximum benefit from their IT investment through meticulous research, development and implementation of technologies.

Core Qualifications
Business / Systems Analysis Solutions Architecture Project / Program Management Delivery and Deployment SAP Solutions Enterprise Architecture Customer Relationship Management CRM Application Development Requirements Gathering Process Optimization Development Lifecycle Performance Improvement

Key Projects
Designed and implemented “Mobile Briefcase” globally, an integrated application with SAP CRM to enable field staff to work on their service orders offline using XML technology. Automated Key Corporate KPI, Customer Perfect Order (CPO) and Net Promoter Score (NPS) systems. ABBE – A Better Business Experience: A Lotus Notes application designed to be a CRM tool for sales and service people to track opportunity and service management. Application has been implemented in Carl Zeiss organizations worldwide. Online Order Processing System (OOPS): A workflow system that enables sales team to submit purchase requisitions for approval and help logistics team to process order via SAP. Service Management System (SMS): Developed to manage complete service operations across business units in Carl Zeiss. Warehouse Management System (WMS): Developed to provide information regarding spare parts and accessories availability. Distributed Reporting and General Operational Network: A customized application designed and developed to track customers, dealers, supplier contact profiles and visit reports by BASF sales and marketing persons throughout Asia. Material Master Management: Streamlined requisition process of creating anew article in BASF global material master database. Electronic System Access Authorization (eSAA): Application for submitting system access requests. eStores: A human resource management system that helps maintain and organize BASF staff information. Purchase Order Tracking: A workflow application that allows users to raise purchase requisition for general office equipment, stationeries and IT related requests.

Relevant Experience
Defined and executed projects aimed at strengthening the sales, service and marketing functions. Provided CRM business solutions for Carl Zeiss SEA and Carl Zeiss India organizations. Developed and implemented business applications for various business units, and office automation applications for Carl Zeiss SEA, Carl Zeiss ANZ and Carl Zeiss India regions. Held responsibility for business blueprinting, GAP analysis, system configurations, key users training and go-live support. Defined key users team across regions and provide training to the key user community. Participated in global roll out, process flow design, build and test for CRM service, and opportunity management.