Michael Cunha - Crm expert, Mr Hewbuc

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Work Background

Mr. HewbucCRM Specialist

Mar. 2021Porto, PortugalSalesforce consultant coordinating several CRM projects by utilising Salesforce Clouds (Sales, Service). Proposed new Salesforce Features to facilitate clients in achieving goals, building custom modules to track performance, meeting some business requirements, and integrating CTI tool in Salesforce, including sending object to Agent basket. Refine work capacity and assignment strategy among skills and queues for prioritising multiple objects across all teams. Revamp existing mail process framework to develop possible resend function for avoiding stuck messages. Plan and design integration schema by using platform events and REST API interfaces. Integrate talkdesk tools in Salesforce to configure ongoing CTI process and omnichannel integration. Developed and deployed integration framework to receive external messages and log error for easily tracing issues. -> Improved overall CRM performance and user experience by converting Aura component to LWC. -> Enhanced maintenance of organisation by eliminating APEX from production and using automation tools. -> Identified topic of case automatically based in customer description by utilising auto-classification in LUIS. -> Optimised architecture converting process builders in flows by determining and implementing best practices. -> Trained and mentored two junior developers for building Salesforce Solutions, learning tests, and managing deployment process through change sets and monitoring PRD issues. -> Service cloud voice implementation with multilanguage solution and skill routing for voice calls. -> Omnichannel design solution for multiobject assignment -> Digital experience solution to expose Salesforce information for customers in a helpdesk solution

CelfocusCRM specialist

Aug. 2019 - Dec. 2021Porto e Região, PortugalSecond-year: Siebel architect responsible for measuring quality and designing the solution for Celfocus clients in different geographies, doing roles as an Architecture Reviewer, and designing solutions. Siebel As a Solution architect: The custom bulk solution, reducing time to prod when building several workflows Create a high availability external framework, exposing all entities in Siebel to be managed by external endpoints using dispatcher technologies and generic web services to reduce the required build time for each entity. Created new catalogue features and products, exposed to make automatic activations possible. Working in an Upgrade Team migrating an IP15 to IP20. As an AM Architect: Tuning the production environment by readapting component profiles configuration to get better performance Analyzing AWR reports and block harm operations from CRM Reducing the communication error rate with endpoints by designing custom configurations First Year: Siebel CRM consultant creating solutions to Vodafone operations across all Africa and the Middle East clients. As a technical lead was sharing the responsibility to manage and analyze Siebel environments and propose all possible improvements to increase productivity and reduce the Orders error rate and deliver new products and features in Siebel. Some of the biggest achievements: Reduced the error rate by 10% delivering several technical solutions after doing a full analysis in all CRM infrastructure and code. Redesigned the mail process component, to create a possible resend function to avoid stuck messages. Eliminated several SQL full access exposed in the application, using Oracle database reports as a source.

OnRisingSiebel Expert Partner

Nov. 2018 - Aug. 2019Porto e Região, PortugalCRM consultant creating solutions to Vodafone operations across all Africa and the Middle East clients. As a technical lead was sharing the responsibility to manage and analyze Siebel environments and propose all possible improvements to increase productivity and reduce the Orders error rate and deliver new products and features in Siebel. Some of the biggest achievements: • Reduced the error rate by 10% delivering several technical solutions after doing a full analysis in all CRM infrastructure and code. • Redesigned the mail process component, to create a possible resend function to avoid stuck messages. • Eliminated several SQL full access exposed in the application, using Oracle database reports as a source.

AccentureSiebel Expert Partner

Jan. 2016 - Aug. 2019RecifeAD - Siebel 6.3 / 7 / 8 - Architect Moved to Recife to lead an O2M delivery team with 10 team members, creating a technical solution to 5 clients in different Siebel Versions. After training 10 juniors developers and defining patterns to deliver the solutions with the same output documents and quality. Some of the biggest challenges from that project: • Merge two product catalogs after a fusion of two huge telco Brazilian companies. Integrated a fully mobile solution to all backends and created all discount rules to bundle offers. • Exposed all Siebel functions related to the customer to other backends send new customer data, including positions and responsibilities directly from LDAP. • Create several technical automation related to the product catalog, adding/removing automatic relationships to increase productivity. • Adapting Open UI to use in mobile devices. Activated CI/CD functions using auto-deploy to GIT and easy code migration using Jenkins.

AccentureSiebel Senior Architect

Sep. 2013 - Jan. 2016Rio de Janeiro e Região, BrasilMaximo During one year, I was assigned to a position in part-time to develop a project using an ERP by IBM called Maximo. Some deliverables to the client were: • Creating the integration layer to the billing system, creating a briefing and developing the technical solution that was approved. • Activated the Golden Gate solution, to synchronize 6 different database instances that were running remotely in different datacenters. • Imported all legacy maintenance data and reported the maintenance data to government agencies. Chemical industry Technical owner doing weekly meetings to close requirements briefing and deliver the technical changes, in agile-based sprints. Some of the goals from that project: • Created technical solution to reprice all products dynamically four times a month, using EIM to load all new prices based on external factors( Electricity price, public tax, etc..) • Added new agreements models with dynamic prices to new clients and categories. • Data cleaning and unifying customer data, creating new safety rules to block incorrect data.

AccentureSiebel Junior DEV

Aug. 2012 - Sep. 2013Rio de Janeiro e Região, BrasilArchitect designing technical/functional solutions to projects with less than 1000 hours of development and building the solution for complex products. In the same project, was the owner of a Java system do manage all order errors and report dashboard used by Accenture to report the team performance and future fix. Goals that were completed in that project: • Create a loyalty custom solution in Siebel 6, attaching the loyalties to the products in the Siebel catalog and creating the penalty when the customer cancels an active Subscription. • Mapping all SQL that needs to be changed, after a database upgrade from Oracle 8 to Oracle 11, because of the new query optimizer mode. • Creating bundle promotions and offer sharing custom solutions, to meet this requirement was created some structures to process asynchronous the fixed products and synchronous mobile products.

AccentureSiebel AM

Jan. 2010 - Aug. 2012Rio de Janeiro e Região, BrasilTeam member of the AM team, in charge of Goals, to make CRM stable and reduce the know issues that were happening in prod environments. Some of the achievements of that year: • Reduce 80% of EAI errors that were linked to Orders errors and migration mismatched data. • Analyze all possible fix to avoid performance issues, code bugs and functional changes related to CRM and all related backends. • Look for tuning points based on all SQL executed from CRM. • Check crashes and possible Patches from Oracle.