Chao Chen Email and Phone Number

Crime Analyst, Strategic Team for the Austin Police Department:I automated tasks and reports using Python as well as analyzed long-term trends to diagnose their root causes and improve operations.

● Led development of a comprehensive product instrumental in enhancing the accuracy of evaluating and addressing high-risk scenarios for a multinational Fortune 500 company, which has become an indispensable resource for the project team, providing lucid and structured guidelines for navigating complex decision-making situations. Resulted in risk mitigation while adhering to regulations, improving operational efficiency, and ensuring more precise and legally compliant outcomes in a high-stakes environment.● Utilizes Root Cause Analysis techniques to characterize error drivers, troubleshoot processes, identify gaps, and design action plans to achieve a record-high quality score of 95%.● Designs and directs enablement processes to upskill coworkers in multiple workflows, maintaining the workflows’ quality above 90% consistently while meeting Service Level Agreements (SLA’s). ● Spearheads development of new policy enforcement guidelines, with over 50 proposed amendments adopted by the multinational technology client, leading to enhanced client value creation.● Oversees and collaborates with cross-functional teams of over 100 colleagues across multiple states to ensure alignment and adherence to policies and quality standards in a dynamic and fast-paced environment.● Streamlines reporting and archiving processes through development and maintenance of tools using Google Sheets and SQL to facilitate weekly and monthly business reporting to clients and stakeholders, enhancing the throughput of the existing processes by 50%.

● Analyzed agent metrics and developed a scoring system that increased agent effectiveness and performance in targeted areas by 15%. The system was later adopted by the leadership and standardized.● Assisted the quality team in creating customized instructional design based on findings through individual coaching sessions with agents, improving performance by 20% in key areas.● Monitored operational metrics to optimize meeting SLA targets, including providing daily documented reports to include these metrics, providing a 10% quality-of-life improvement for the operations team.● Guided and coordinated a team of more than 150 experienced agents and new hires to adapt swiftly to evolving policies.

● Achieved certification on the first attempt, maintaining an exceptional quality score above 95%, while consistently exceeding daily production targets by 33% with an average output of over 400 actions per day.● Enforced strict policy enforcement in a challenging workflow scenario to ensure platform compliance with Terms of Use, resulting in a decrease of over 10,000 user violations and an improvement of the overall user experience.● Consulted with cross-functional teams to achieve internal policy alignment among 50 agents.

● Collaborated on a project co-sponsored by Texas Instruments Kilby Labs and University of Texas involving investigation of sensors.● Scripted code with MATLAB to acquire raw data from the sensor output via a 16-bit, 10 MHz ADC into a computer and used signal processing algorithms to extract spectral data from input to convert it to a readable output.● Programmed serial ports with the GPIB protocol to automate data acquisition, streamlining the process by 30%.● Characterized devices through simulation and testing, including exploration of various excitation and detection schemes to detect and measure magnetic field strength. ● Designed custom PCBs for sensors to interface them to laboratory hardware such as oscilloscopes and spectrum analyzers.

● Laboratory TA for EE302: Introduction to Electrical Engineering; introduced students to fundamentals of electronic circuits, hardware, and laboratory equipment.● Helped develop lab curriculum.● Assisted and instructed students with laboratory duties and homework assignments.

Interned for Hewlett-Packard Business Notebooks:● Wrote code for monitoring and logging battery status in laptop using WMI● Work with DC-DC power converters● Helped modify existing hardware to improve power management