Dexter Chan Email & Phone Number

+ Develop and implement a product-aligned, business intelligence OKR roadmap to identify and address high-priority analytics initiatives, improving data access and literacy across teams.+ Design and oversee A/B test experimentation for the Lending Customer Dashboard & Lifecycle Marketing, ensuring statistical significance, providing data-driven insights for both business and product teams, and saving 36% of customers on ACH over the control.+ Lead a cross-functional analytics team to design, implement, and maintain scalable data solutions for Achieve Lending Ops (Loan Servicing, Collections, Underwriting, Payment Operations, Lifecycle Marketing (LCM), Finance, and Enterprise Compliance & Risk Management) and Product teams (Lending Customer Dashboard, Salesforce, and Nortridge Loan Servicing (NLS)).+ Advise business stakeholders on collections campaign strategy in cross-collaboration with Data Science team data models+ Produce enterprise & executive-level dashboards, data analyses, and crafted data-informed narratives to influence key business decisions for monthly Portfolio Risk and Business Unit Reviews.+ Partner with Data Engineering on BI Analyst code review & GBQ report view version control to address change management.+ Worked with the Product teams to highlight over $2M in 2023 and over $2.5M in 2024 YTD revenue-generating activities from Operations with refinanced & new loan originations via the Lending Customer Dashboard.

+ Led analytics and spearheaded self-service, Tableau Server reporting solutions holding monthly prioritization with senior leadership, acting as the subject matter expert (SME) for critical data insights for cross-functional teams (Loan Servicing, Collections, Underwriting, Product, Engineering, and Data Engineering)+ Drove process automation with Tableau Server and Google BigQuery (GBQ) to Connected Sheets solutions, reducing data preparation time across Achieve Lending Ops by 900%. + Monitored and maintained Tableau Server performance and user access as a Tableau Server Admin.

+ Developed and implemented predictive models to forecast portfolio losses, enabling proactive, loss-mitigation collections strategy.+ Built and delivered data models that enabled the sale of over $100M in assets to debt buyers, driving revenue for the business+ Partnered with business stakeholders to translate data requirements into scalable solutions, ensuring alignment with operational goals.+ Designed and conducted experiments, analyzing results to inform product and business decisions.+ Enhanced reporting accuracy by implementing advanced SQL queries and scripting workflows.+ Utilized Tableau to visualize and communicate complex data sets effectively.+ Collaborated with Data Engineering to standardize the data platform across the organization for data analysis efforts, ensuring accuracy and consistency in reporting.

New York, Ny, Us

+ Developed, maintained, and provided subject matter expertise on Tableau Server dashboards that delivered insights into both the Incident and Problem management processes of Global Operations Technology (GTOS).

New York, Ny, Us

+ Provided global metrics and Microsoft Power BI dashboards for all service channels at American Express: Remote Desktop Care, Technology Concierge, Tech Care Automation, and Service Desk. + Managed scorecards for all global product engagements on Tableau Server and maintained reports as Tableau Administrator.+ Collaborated with enterprise teams on reporting & analysis that drove strategic, financial decision making for Vendor Change Management.+ Conducted bi-weekly metric review meetings across global service channels, identifying top call drivers and opportunities to “shift-left” and reduce global servicing costs.+ Migrated all locally managed ITSM data onto Microsoft SQL Server, curating views mapping Microsoft SCCM & Active Directory data to identify causality on our users, machines, and products.

New York, Ny, Us

+ Managed & maintained ServiceNow ITSM data in local Microsoft Access DB and was the reporting admin for Bomgar Remote Desktop Chat and Service Desk data.+ Assisted in migration from internal HP team to Bomgar Remote Desktop Care team with VBA macro-enabled, PowerPivot reporting dashboards featuring industry standard KPIs for driving service efficiency & customer satisfaction.

New York, Ny, Us

+ Automated Microsoft Excel workflows thru VBA macros to optimize daily ITSM Service Desk Operations reporting.+ Calculated, analyzed, & reported the customer survey metrics (e.g. CSAT & NPS) for global Service Desk Operation scorecards leveraging SharePoint Designer.