Grace Guo Email & Phone Number

Toronto, Ontario, Canada

• Identified key drivers and top issues for client segments, client journeys, and products using Voice of the Customer, client information, and business operational data. Worked with partners to develop actionable strategies based on the insights to improve CX • Collaborated with product partners and provided monthly updates for CX metrics and emerging issues. Supported partners to create action plans and built dashboards to monitor relevant metrics• Maintained relationship with syndicated study vendors (Ipsos and J.D.Power) and presented quarterly deep dives to channels, product partners, and client segmentation teams• Created and maintained five interactive Tableau dashboards with audiences ranging from analysts to EVPs

Toronto, Canada Area

• Designed and built three Tableau reports based on business needs, which tied survey results to client information and business metrics, allowing channel partners to monitor performance for client segments and staff groups• Created and owned more than fifteen ongoing reports. Provided insights and answered questions from executives and partners• Gathered business requirements and identified opportunities to provide data-driven insights for more than 50 ad-hoc requests from partners• Refined internal process and automated manual reports, which reduced turnaround time for requests and improved efficiency of the team• Assisted leaders to communicate with key LOBs and decided main CX metrics for the enterprise. Created an Excel tool for leaders and partners to play with different scenarios and compare outcomes

Mississauga, On

• Analyzed internal and external data based on requests and generated reports with insights.• Led projects and cooperated with colleagues to deliver weekly report.• Developed training modules and documentations to improve process and trained junior analysts.• Assist in the collection and creation of geographical assets.• Research industry trends, data techniques and opportunities for innovative recommendations.• Support the team by facilitating general office/clerical administrative duties.

Rochester, New York Area

• Conducted market research in support of a new store, developed segmentations models, and ensured launch success• Developed a competitive analysis for retail store, focusing on key factors such as price, products and promotions• Drafted marketing strategy regarding online marketing, printing and promotions; increased exposure and traffic to the store• Advertised using Google AdWords and analyzed visitor traffic using Google Analytics

Beijing City, China

• Analyzed production and sales data from monthly reports to adjust production schedules which increased the monthly sales by 10%• Proposed, conducted and tested a gift card project which launched successfully• Assisted in organizing a campaign for Sprite. Coordinated with sales team, finance department, PR department, warehouse, vendor as well as participants from 12 universities

Beijing City, China

• Designed and completed more than 20 marketing projects include: - Consumer satisfaction study - Brand loyalty study - Shopper study - Market dynamics analysis - Concept/Product Test - Online-shopping study • Co-designed and conducted the first online-shopping project in Nielsen in the Greater China Region• Maintained relationship with key clients from Fortune Global 500 and coordinated with different departments inside the company• Proficient in questionnaire design and mentored new stuffs• Participated in a cross-department process improvement project that increase the efficiency in 4 related department and decrease the internal project period by 4-5 days• Ranked top 20% in the 2012 company wide performance review

Master'S Degree, Marketing, 3.7/4.0

Activities and Societies: American Marketing Association Leader Event Coordination: Chinese Student and Scholar Association (CSSAUR).

Bachelor'S Degree, Statistics And Economics

President: Student Union Founder and President: “Know About Business” Club Champion Award: “Qixin Challenge Cup” Business Plan.