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Sophia Gao

@sophiagao

Oracle Retail support lead who resolved 98%+ of service requests within SLA and improved system adoption.

At Oracle, I provided level-2 technical support for Oracle Retail customers and maintained production environments. I resolved 98%+ of service requests within SLA through analysis, testing, and collaboration with teams across EMEA, Japan, and the US.

As APAC Lead, I supported pre-sales, tracked project progress, and managed escalations. I also delivered customer training that improved system adoption and reduced post-go-live incidents by 30%.

At IBM, I worked on SAP CRM Web Channel development and business consulting for a global Finance and Order-to-Cash transformation. I also contributed to SAP HR implementation and supported FI/CO, SD, and MM modules.

At BearingPoint Global Delivery Centre, I delivered SAP implementation projects across FI, CO, SD, MM, CRM, and PP. For PRISMA FUSO, I developed programs integrating SAP with legacy systems and designed add-on functions for vehicle lifecycle management.

Experience

Work history, roles, and key accomplishments

Senior Product Management Engineer

Gentech

Dec 2025 - May 2026 (5 months)

Orchestrated integrated production and engineering plans across scheduling, materials, capacity, and logistics. Leveraged AI-powered what-if and scenario analysis across multiple supply chain management systems to evaluate trade-offs and provide actionable insights.

Supply Chain Management AI What If Analysis scenario analysis Production Planning Engineering Logistics

Senior Product Management Engineer

Gentech

Dec 2025 - May 2026 (5 months)

Supply Chain Management AI What If Analysis scenario analysis Production Planning Engineering Planning

Senior Customer Service Analyst / JAPAC Product Lead

Oracle

Jun 2016 - Oct 2025 (9 years 4 months)

Provided level-2 technical support for Oracle Retail customers, resolving 98%+ of service requests within SLA. Acted as APAC Lead, overseeing pre-sales support, managing escalations, and delivering customer training that reduced post-go-live incidents by 30%.

Oracle Retail Technical Support SLA Management Customer Relationship Management Training Escalation Management Cross Functional Collaboration

Senior Customer Service Analyst / JAPAC Product Lead

Oracle

Jun 2016 - Oct 2025 (9 years 4 months)

Oracle Retail Technical Support SLA Management Customer Relationship Management Pre Sales Training Escalation Management Cross Functional Collaboration

Senior Consultant

IBM

Apr 2010 - Feb 2016 (5 years 10 months)

Led SAP CRM Web Channel development and business consulting for global Finance and Order-to-Cash transformation. Provided technical solutions for IBM Japan Sales & Distribution and developed programs for SAP HR implementation.

SAP CRM SAP SD SAP FI SAP CO SAPMM SAP HR Web Channel Performance Testing Architecture Reviews Process Design Technical Solutions

Senior Consultant

IBM

Apr 2010 - Feb 2016 (5 years 10 months)

SAP CRM SAP SD SAP FI SAP CO SAPMM SAP HR Performance Testing Architecture Reviews Process Design Technical Solutions

SAP Developer

BearingPoint Global Delivery Centre

Sep 2005 - Mar 2010 (4 years 6 months)

Delivered 7+ full-cycle SAP implementation projects for global clients across FI, CO, SD, MM, CRM, and PP modules. Developed over 300 programs integrating SAP with legacy systems and implemented SAP FI for Bandai achieving 95% customer satisfaction.