Bronwen Newkirk
SAP Functional Consultant
Cape Town
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
18
18
year of professional experience
2
2
Languages
Work History
SAP CRM Functional Consultant
Pick n Pay
- As a member of the CRM Functional team at Pick n Pay, I played a vital role in managing and supporting the Pick n Pay Smart Shopper Loyalty program
- My responsibilities predominantly included production support, defining system requirements, and implementing enhancements to the loyalty program
- Additionally, I was responsible for standby duties, ensuring the timely execution of the Just for You Program to deliver personalized discount vouchers to customers via mobile, kiosk and online shop
- A significant part of my role involved continuous monitoring and management of our system dashboard to investigate and resolve any issues that could impact our customers in-store
- I also had the opportunity to guide and train graduates who joined our team for job shadowing and deep dives
- Working within the CRM team, I supported several 3rd party relationships, gaining valuable experience in API usage, particularly with SoapUI and Postman
- Daily tasks included problem-solving and investigating system and customer issues
- I am proficient in requirements gathering, enabling me to understand customer needs and translate them into functional specifications for development
- In the 3-tier system landscape (Dev, QA, PROD), I conducted functional testing post-development
- In instances where development was not necessary, I managed configuration to resolve issues, a task typically handled by the Functional Consultant
- Collaboration with various teams, including BI, POS, ERP, and Hybris (online store), was essential as the loyalty engine integrated with multiple internal and external systems
- I am committed to continuous improvement and self-upskilling, currently enhancing my skills with an SQL course and planning for further development in AWS and sales force
- Recently completed a 3 day online session in the use of power BI.
SAP CRM Functional Consultant
City Of Cape Town Municipal Offices
09.2017 - 03.2019
- Streamlined customer data management by implementing SAP CRM solutions, leading to improved overall efficiency.
- Collaborated with cross-functional teams to develop streamlined business processes, improving internal communication and reducing operational costs.
- Established strong relationships with key stakeholders throughout project lifecycles, facilitating clear communication channels and timely issue resolution.
- Increased user adoption rates by conducting targeted training sessions on SAP CRM functionalities and best practices.
- Launched multi-channel marketing campaigns leveraging advanced segmentation capabilities within the SAP CRM platform, resulting in higher customer engagement levels.
- Ensured seamless migration from legacy systems to SAP CRM platforms, minimizing disruptions to daily operations.
- Collaborated with developers to create custom reports and dashboards, offering real-time insights into key performance indicators for decisionmakers.
- Analyzed existing business workflows and recommended appropriate modifications leveraging unique features offered by the SAP CRM solution suite.
- Managed end-to-end testing cycles for critical system updates and enhancements, ensuring optimal performance postdeployment.
- Reduced resolution time for technical issues with the implementation of efficient troubleshooting techniques in the SAP CRM environment.
- Conducted thorough gap analyses between current business processes and desired outcomes enabled through the deployment of an optimized SAP CRM solution.
- Fostered a culture of continuous improvement in the workplace through effective knowledge sharing and collaboration among team members working on various SAP CRM projects.
- Enhanced customer service performance by designing and configuring customized SAP CRM interfaces tailored to client needs.
- Identified opportunities for process improvements within the organization, implementing effective change management strategies using SAP CRM tools.
- Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
- Translated technical concepts and information into terms parties could easily comprehend.
- Tested functional compliance of company products.
- Created proofs of concept for innovative new solutions.
- Corrected, modified and upgraded software to improve performance.
- Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
- Estimated work hours and tracked progress using Scrum methodology.
Dispatch Analyst
Telkom SA
- Involved with a few fibre to home projects, ensured KPI's for the department, individual and team KPI's are met
- Ensured SLA's with major clients are maintained by the departments and technician
- I was part of the first team to introduce and implement ADSL in the western Cape
- Daily monitoring of installations and faults logged customers (businesses)
- Managed technician's workload and ensured the correct job goes to the technician with the correct skill set
- Responsible for daily admin of technician on our Gantt chart example Sick, Leave, Absence, standby
- Responsible for the Eastern cape installations and Fault repairs, but when needed worked in all regions of South Africa
- All this was done remotely
- Technical Analysis of job requirements and determining best root and most cost effective root and resource
- Responsible for dispatch and monitoring of the organizations Data and PABX systems for corporate customer's example Old Mutual, banks, Government organizations, and so forth
- Engagement with role players on different levels when involved with projects and involved with weekly conference calls to strategize and plan the entire projects and to clarify each role players part in the project as well as progress reports.
Education
Bachelor of Administration -
Bachelor of Commerce Information Systems Honours - undefined
SAP ISU Certification - undefined
Skills
Engagement/interaction
Logical thinking
Student for life
Campaign Management
Customer Segmentation
Master Data Management
CRM Middleware
Interaction Center Support
CRM Business Processes
Web UI Customization
CRM Mobile Applications
SAP CRM Configuration
Integration with ECC
CRM Analytics
CRM WebClient UI
Software Testing and Validation
API Design and Development
Teamwork and Collaboration
Performance Evaluation and Optimization
Software Documentation Control
Analytical Thinking
Professionalism
Functionality Implementation
SOAP and RESTful Web Services
Task Prioritization
Software Applications
Adaptability and Flexibility
Software Customizations
Problem-solving aptitude
API design knowledge
Effective Communication
Customer-Oriented
Time Management
Idea Development and Brainstorming
Multitasking
Relationship Building
Cross-Functional Collaboration
Agile
Proud Of
- I was involved in the introduction and implementation of ADSL in the Western Cape at Telkom
- Obtained a SAPS Skills for Africa Scholarship and 99% pass rate for my SAPS Skills for Africa ISU Global certification. Obtained my undergrad and post-graduate degrees on a part-time basis. Invited to be part of the Golden Key after completing my Honours
- 15 interns from the Skills for Africa scholarship started at the City of Cape Town and 5 were chosen to take over from a consulting house that developed an application for the safety and security environment. I was one of the chosen ones. We were thrown in the deep end had no practical experience in SAP, did not know the system were asked to support. I was informed the Friday and started working onsite with users the Sunday. I was thrown into the deep end and didn't drown, but swam because of my determination and always willing to learn and assist attitude by staying calm in difficult situations and keeping a level head. Using these personality traits helped me learn as the user experienced the problem and in turn being able to troubleshoot and solve the issue. This resulted in engagement with different users on different levels and they became more confident in my ability to assist.
Timeline
SAP CRM Functional Consultant - City Of Cape Town Municipal Offices
09.2017 - 03.2019
SAP CRM Functional Consultant - Pick n Pay
Dispatch Analyst - Telkom SA
University of the Western Cape - Bachelor of Administration,
University of the Western Cape - Bachelor of Commerce Information Systems Honours,
SAP Skills for Africa - SAP ISU Certification,