Michael Mao

Developed custom SDK enhancements to autopopulate external data points into the Lead object, significantly improving data entry efficiency and accuracy.

Implemented custom MDR scripts to seamlessly migrate external data into Lead and Opportunity views, streamlining the sales process.

Optimized the Lead to Opportunity scenario within SAP C4C, enhancing sales pipeline visibility and conversion rates.

Led the migration of Customer, Sales Contracts, and Service Orders from SAP CRM to C4C, ensuring seamless data transfer for critical business operations.

Collaborated with cross-functional teams to maintain data integrity between SAP ECC and S4 during parallel migration efforts, minimizing disruption.

Optimized data migration processes, contributing to a successful transition and enhanced system performance.

Developed and implemented integrations with TypeForm surveys, Adobe Asset Management, and Idomoo Personalized Video Platform, expanding marketing capabilities.

Resolved complex campaign and segmentation issues, improving marketing effectiveness and data accuracy.

Managed import monitoring and upgrade support, ensuring continuous operation and optimal performance of the SAP Marketing Cloud.

Defined and implemented best practices for end users, significantly improving system adoption and operational efficiency.

Contributed to the development of complex segmentation and trigger-based campaigns, increasing marketing reach and engagement.

Provided comprehensive system administration and upgrade support, ensuring seamless operation and optimal performance of the marketing platform.

Led blueprinting for necessary system changes to ensure successful integration of SAP Service Cloud after an ERP upgrade to S4/HANA.

Designed robust solutions for Cloud for Service within an ERP to S4/HANA sandbox environment, mitigating potential integration challenges.

Ensured seamless data flow and functionality between SAP Service Cloud and the upgraded ERP system.

Defined comprehensive business requirements and implemented solutions via functional configuration and custom SDK development, enhancing system capabilities.

Integrated Twilio with CTI for agent Live Activity, improving real-time communication and agent efficiency.

Developed custom Twilio solutions to meet specific business needs, optimizing customer service interactions.

Designed and implemented a custom integration with Amazon S3 service for nightly loading of high-volume customer activity and ticket information.

Integrated SAP Marketing Cloud with Microsoft Dynamics CRM, providing a complete 360-degree customer view for enhanced marketing strategies.

Managed marketing data and customer segmentation, optimizing targeted campaigns for one of the most successful sports clubs globally.

Continued development and optimization of SAP Hybris Marketing implementation, building on the foundation established in the prior phase.

Ensured alignment with strategic marketing objectives, enhancing the platform's capabilities for business growth.

Collaborated with project teams to deliver key functionalities, contributing to the overall success of the marketing cloud solution.

Developed a comprehensive blueprint for replacing the existing SAP CRM on-premise system with SAP C4C and CPQ, modernizing the sales and service infrastructure.

Defined strategic integration points and data migration strategies to ensure a seamless transition to the new cloud-based solution.

Collaborated with stakeholders to align the new solution with business objectives, enhancing efficiency and scalability.

Built a contact's Golden Record by consolidating data from 3 diverse sources, providing a unified customer view.

Implemented advanced Lead Scoring and Segmentation based on customer-specific attributes, enhancing targeting accuracy.

Enabled External Campaign Execution with seamless integration of Facebook social posts and Google Clickstream data, expanding marketing reach.

Replaced a homegrown quotation system with SAP Hybris Cloud for Sales, improving quotation management efficiency via SAP ECC integration.

Enabled sales teams to be 20% more productive in the field by providing mobile access to key sales-related information.

Conducted comprehensive requirements gathering to identify and resolve pain points in the existing sales process, ensuring a tailored solution.

Replaced a legacy work ticket management system with SAP Cloud for Service, improving field service efficiency and constituent access.

Integrated C4C with SAP CRM and SAP ECC, enabling seamless data flow and comprehensive service management.

Designed and spearheaded a custom application for time entry reporting and a custom integration with SAP ECC to facilitate recoupment billing, optimizing financial processes.

Executed Cloud for Customer integration with BODS/BW using ODATA/A2X/A2A Web Services, ensuring robust data synchronization.

Enabled efficient data transfer between critical business systems, enhancing operational intelligence.

Resolved complex technical challenges during integration, ensuring system stability and performance.

Designed and implemented the integration of SAP Hybris Marketing (On-Premise) with Cloud for Customer (C4C), streamlining lead and opportunity workflows.

Enhanced data flow between marketing and sales platforms, improving lead conversion rates and sales efficiency.

Provided strategic guidance on system architecture to support integrated marketing and sales processes.

Implemented Account 360 and Dashboards functionalities within Cloud for Customer, providing comprehensive customer insights.

Optimized Sales/Service scenarios with an emphasis on offline mobile access, increasing field team productivity by 15%.

Configured the system to support seamless sales and service operations, improving overall customer experience.

Assisted in the successful upgrade of SAP CRM from version 2007 to 7.0, ensuring continuity of critical public sector operations.

Provided spot consulting for WEBUI enhancements and overall maintenance of WEBUI screens, improving user experience.

Supported the Public Sector Collections/Disbursements scenario, optimizing system performance and functionality.

Led the implementation of Cloud for Customer for the Sales scenario, covering Accounts/Contacts, Activities, Leads, and Opportunities.

Integrated HCI with ECC, ensuring seamless data flow and synchronization between cloud and on-premise systems.

Developed custom solutions using Cloud SDK to extend functionality and meet specific business requirements.

Implemented SAP CRM for the Service scenario, optimizing Service Requests, Service Contracts, and SLA management.

Configured ERMS (Email Response Management System) to streamline customer communication and support processes.

Enhanced customer service operations by ensuring efficient handling of service-related inquiries and agreements.

Implemented Cloud for Customer (C4C) for Service Request, Sales, and Repair scenarios, streamlining customer interactions.

Integrated C4C with ECC, Custom Repair System, UPS Shipment, and Mindtouch, ensuring comprehensive system connectivity.

Developed extensive enhancements using PDI (Product Development Infrastructure) to tailor the solution to specific business needs.

Led the technical upgrade of SAP CRM from version 5.0 to 7.0, encompassing Leads/Opportunities, Partner Portal, and Customer Factsheet.

Managed a technical team of 5+ resources, ensuring timely delivery and quality of upgrade components.

Gathered requirements and ported custom 5.0 enhancements to CRM 7.0, preserving critical functionalities.

Led the setup and configuration of Leads and Opportunities within SAP CRM, optimizing sales pipeline management.

Configured ACE (Access Control Engine) for fine-grained access control on opportunities, enhancing data security.

Developed custom WEBUI enhancements, improving user experience and system usability for sales teams.

Developed significant WEBUI enhancements for Opportunity management screens, improving user efficiency and data visibility.

Gathered detailed requirements from business stakeholders to ensure solutions met operational needs.

Authored comprehensive reports for data operations, providing critical insights for decision-making.

Led the technical implementation of CRM 7.0 EhP1 for Accounts/Contacts scenario, ensuring robust system functionality.

Configured middleware to facilitate seamless data exchange between SAP CRM and other systems.

Set up Leads, Opportunities, and Activities, and developed WEBUI enhancements for various screens, optimizing sales and customer management.

Implemented CRM 7.0 EhP1 for the IC WebClient scenario, enhancing customer interaction capabilities.

Integrated ERP Orders using LORD2 API, streamlining order management processes.

Enhanced Customer Factsheet for BI Reports and developed various WEBUI enhancements, improving data visibility and user experience.

Led the technical implementation of CRM 7.0 EhP1 for IC WebClient scenario and Sales Force Automation (SFA).

Enhanced Customer Factsheet and developed a Custom Product Availability Check component, improving data accuracy and sales efficiency.

Implemented ITS transaction launcher to access ECC Sales Orders and developed various WEBUI enhancements, streamlining workflows.

Executed a complete UX redesign of the Opportunity management scenario using CRM Skin Workbench, significantly improving user experience.

Specialized in UX development, ensuring intuitive and efficient system interfaces for CRM users.

Supported data migration and smart forms development, contributing to robust system functionality and data integrity.

Developed enhancements for CRM 7.0 IC WebClient within the Public Sector Collections/Disbursements scenario.

Provided targeted consulting for WEBUI enhancements, improving user interface and functionality.

Ensured overall maintenance of WEBUI screens, contributing to system stability and user satisfaction.

Successfully upgraded SAP CRM from version 5.0 to 7.0, ensuring a smooth transition and enhanced capabilities.

Developed WebUI enhancements for the CRM IC WebClient scenario, specifically focusing on service ticket and service request processes.

Optimized the user interface to improve efficiency and usability for customer service representatives.