Shoeb Ansari

• Environment: Cloud for Customer 2308
• Industry: Glass manufacturing.
• Project type – Global Implementation and support
• Managing off shore team, collaborating with stakeholders to understand business requirement and define strategy to resolve it based on business priority.
• Manage change projects and c4c releases.
• Work on Workflows, Approvals, KUT Customization, Code list restrictions and access restriction.
• Managing users, user access restrictions, business roles and custom report.
• Handling daily standups to check updates on user stories on priority based on sprint cycle.
• In charge of OIPS C4C Business process to handle complete opportunity, service ticket process including enhancements request, customization, change projects, c4c releases, bugs , end user training.
• Organized meetings between stakeholders to discuss project details and timelines.
• Developed and implemented customized strategies to meet client needs.
• Evaluated existing systems and processes against industry best practices for efficiency enhancement purposes.
• Manage SAP Incidents/ SAP Influence Items and collaborate with SAP to get the issue resolved.
• Work on enhancement items, cross platform integration, monitor web message and communication channels for integration.

• Environment: C4C Sales Cloud 2111, Service cloud 2111
• Business Areas: Sales Cloud Integration with Oracle using CPI
• Project type – Greenfield C4C Implementation & operational Support
• Industry: A fortune 500 company - Aviation Industry (manufacturing of chemical coating)
• Objective: PPG Aerospace is a world leader in commercial and regional aviation providing coating and Glass manufacturing for aircrafts and helicopters headquartered in California, US
• The main objective of this global project was to create a rich cloud based customer experience by initiating a transition of CRM client link to cloud for customer with over 1200 end users to introduce mobile c4c solution on field for Leads, opportunities, quotes and account management with an integration with Oracle backend
• Responsibility:
• Participated in end-to-end Aerospace c4c implementation and SCM Business In-House support
• Conduct workshops with business stakeholders to map the requirement and perform project scoping and create process flow diagrams for c4c business scenarios
• Managing monthly change project merges between UAT and PRD tenants
• Gathering business requirements, scoping, and configuring c4c for sales and service
• Configured master data scenarios like Account, Account hierarchy, territory and organizational structure
• Perform daily administrative tasks and configurational tasks based on Project timeline
• Manage c4c quarterly upgrades and demonstrate new features to the business to enhance the solution
• Maintaining alignment of Prod and Test tenants for master data, KUT customizations, code list, workflow, approvals, business roles, access restrictions and reports
• Weekly one on one meet with the project manager and business head to Analyze project progress milestone
• Participate in daily teams meet for sprint planning and interact with clients to know their issues and give updates on user stories in sprint sessions and work on backlog refinement
• Regular meetup with Product owner, business heads and cross functional teams to evaluate the project status and address the concerns before finalizing Q-gate acceptance
• Creating custom reports and data sources, assigning reports to business roles
• Handling administrative tasks for users, business roles and access restrictions
• Handle quarterly upgrades to tenants based on client requirement
• Monitor inbound and outbound calls using web message monitoring
• Maintaining communication arrangements and communication systems for business partner replication for c4c – oracle integration using CPI
• Involved in creating code list restrictions, approvals, workflows and lead aging notifications
• Responsible to handle master data migration using data workbench
• Creating KUT custom fields, manage page layouts based on business roles
• Configured organizational structure and territory hierarchy
• Performed fine tuning activities and configured LEAD, OPPORTUNITY, QUOTATIONS, ACCOUNTS
• Performing change requests and transport requests between test and prod tenants for different business objects
• Raising SAP Incidents and communicating with SAP whenever required and also creating influencer items if the request in out of scope
• Performed configuration for Employees, business users, creating access restrictions, generating passwords for the end users.ms outlook integration using server-side groupware.

Managed daily user stories and service tickets for service order creation, billing issues, and meter data sync failures between C4C, CPI, and IS-U.

Performed end-to-end validation of Move-In, Move-Out, and Meter Reading processes through CPI flows and backend BPEM case creation.

Designed and maintained workflow escalation rules and SLA policies (2-day Move-In SLA, 3-day Billing SLA, 1-day Meter Complaint SLA).

Executed code list mapping , Id mapping to integrage C4C with external systems to align Premise, Lock Reason, and Contract Account types across C4C–IS-U.

Managed complete Service Workflows. Worked on custom reports and home page customization for each LOB.

Built KPI dashboards in Service Work Center for FCR rate, SLA breach %, and ticket backlog aging by category and region.

Collaborated with CPI integration leads to debug payloads, fix mapping errors, and reprocess failed messages.

Conducted data consistency and synchronization checks using reconciliation reports between C4C, CRM, and IS-U.

Supported field technician integration through FSM setup for site visit creation and real-time status updates in C4C.

Delivered training sessions and user adoption materials for CSRs and supervisors to standardize issue resolution workflows.

• Client - SAMA AL BAHAJ Engineering & trading LLC
• Environment : C4C Sales Cloud, Service Cloud Business Areas: C4C Integration with CRM 7.0 Eph3 Project type – Greenfield C4c Implementation & support
• Industry: Media and entertainment
• Traveled to client site for requirement gatherings, conducted business workshops Successfully implemented c4c solution for improving client's sales funnel and managed cut costs, simplify infrastructure, achieve better scalability
• Participated in the requirement gathering sessions, understand the client business process and create the business blueprint documents
• Configured c4c with outlook using groupware integration for sales rep business users for real time replication and creation of lead management, account management, visit planning activity business objects
• Designed and customized c4c environment as part of the scoping
• Prepared fit-gap analysis report to address solution designing issues and prepared work around solutions
• Acted as liaison with client for troubleshooting: investigate, analyze, and solve software problems
• Proactively identify and propose business process and/or system enhancements
• Coordinated with business users to resolve daily business operational issues and addressed production support issues
• Successfully developed necessary product modifications to satisfy clients' needs by mapping client objectives
• Performed detailed analysis of complex business process requirements and provided appropriate system solutions by identifying and validating solution design-based customer requirements.

• Client - SAMA AL BAHAJ Engineering & trading LLC
• Environment : C4C Sales Cloud, Service Cloud Business Areas: C4C Integration with CRM 7.0 Eph3 Project type – Greenfield C4c Implementation & support
• Industry: Media and entertainment
• Traveled to client site for requirement gatherings, conducted business workshops Successfully implemented c4c solution for improving client's sales funnel and managed cut costs, simplify infrastructure, achieve better scalability
• Participated in the requirement gathering sessions, understand the client business process and create the business blueprint documents
• Configured c4c with outlook using groupware integration for sales rep business users for real time replication and creation of lead management, account management, visit planning activity business objects
• Designed and customized c4c environment as part of the scoping
• Prepared fit-gap analysis report to address solution designing issues and prepared work around solutions
• Acted as liaison with client for troubleshooting: investigate, analyze, and solve software problems
• Proactively identify and propose business process and/or system enhancements
• Coordinated with business users to resolve daily business operational issues and addressed production support issues
• Successfully developed necessary product modifications to satisfy clients' needs by mapping client objectives
• Performed detailed analysis of complex business process requirements and provided appropriate system solutions by identifying and validating solution design-based customer requirements.