Baining Hu Email & Phone Number

Mclean, VA, US

Orlando, Florida, US

Orlando, Florida, US

• Managed a team of 30 across India, China, and Mexico made up of product managers, analysts, and developers, focusing on securing credit for 2.7M underserved customers while providing exceptional customer service.
• Built, scaled, and launched dynamic products in all 3 markets, expanded the product suites to include short term loans, installment loans, lines of credit, credit reporting, and loan recommendation services.
• Implemented event tracking and experience optimization, achieving a less than 2% fallout rate in all non-invasive user touchpoints and increased checkout and payment completion rate from 75% to near 90% through payment.
• Championed an innovative customer communication strategy, implementing SMS, push notification, and pre-recorded dialer messages at appropriate touchpoints, reducing agent headcount by 20% without compromising performance
• Developed and launched a in-house CRM from scratch, supporting 500+ agents and affording the ability for parallel expansion, generating organizational growth and revenue
• Led efforts to implement scrum agile framework, increasing productivity by 20% and decreasing defects by 75%

Scottsdale, Arizona, US

Mclean, VA, US

• Served as the product owner for the customer experience regarding customer-reported fraud, coordinating 5 feature teams to deliver the experience, designing, and launching an online fraud-reporting platform with a.
• Oversaw a cross-functional team in the development of a patented digital product feature utilizing design-thinking principles, escalating product engagement by 10%, and yielding a customer satisfaction rate of 80%
• Functioned as the vital contributor during the Quicksilver development process, providing market research, defining value proposition, designing the customer experience, performing product economic analysis, developing.
• Developed the Quicksilver cash credit card product, overseeing a cross-functional team to produce an integrated marketing campaign to support the inaugural product launch, accelerating new account bookings by 100%.
• Managed the $300M US upmarket credit card annual direct marketing budget, overseeing response forecasting, population selection, creative rotation, and monthly mailing decision-making, meeting or exceeding all budget.
• Spearheaded the development and implementation of a new risk model in the Mainstreet sector, decreasing diabolical risk by 10%