CCB Operation Analytics-Customer Servicing

-Oversaw implementation of new incident feature and identified multiple tech bugs through cause analysis that helped avoid millions of losses, communicated key findings with stakeholders to ensure the new feature is meeting expected cost savings, KPI improvement and etc; summarized improvement areas at the conclusion and worked with PMs on future roadmaps.-Led discount resolution improvement initiative from brainstorming, planning to execution while collaborating with site managers and various stakeholders, and consolidated findings collected from surveys, focus groups and data analysis.-Monitored over 4 tests’ Pre/Post analysis and helped leadership make data-driven decisions that greatly improved customer experience and reduced average handle time by 5%.-Consolidated over 1M CX and operational metrics records and automated them for monthly business review, conducted deep dive on unusual KPI trends, and presented hypotheses with cross-functional teams for validation and potential improvement plan.

Data SME on UPS MyChoice program and serves wide range of responsibilities from ETL maintenance, data reporting and advanced analytics, assisting various stakeholders on customer facing projects that greatly improve CX and reduce operating costs.