Hao Dong Email & Phone Number

Philadelphia, Pennsylvania, United States

Conducted in-depth stakeholder interviews to assess business gaps and identify opportunities for improvement in KPIDocumented enhancements to systems and processes, ensuring their seamless integration for both internal and cross-departmental utilizationCollected, analyzed, and interpreted call center dataAudited SQL data, agent skill data, agent schedule dataConducted variance analysis on forecasted and actual dataMigrated Microsoft Excel processes to automated VBA macrosSubject matter expert and provided training of Workforce Management & Avaya CMS SoftwareNotable project:▪Week Ahead Strategy Report: ▪Evaluated forecast, capacity, and personnel for PECO Call Center▪Extracted multiple reports multiple software (IEX WFM, SQL, and Power BI)▪Built and presented data model to visualize the next week and/or month net staffing across multiple skill sets ▪Resulted in actionable data insight to properly staff the PECO call center to meet forecast▪Tools/Languages: IEX WFM, SQL, Excel, PowerPoint

West Chester, Pennsylvania, United States

Conducted insightful stakeholder interviews to gain a deeper understanding of the business's history and the challenges it currently confrontsCollected, analyzed, and interpreted call center and show dataBuilt Tableau dashboards to visualize, call volume, and handle time trendsReported daily sales and unit KPI and trendsDeveloped forecast models for 24 hour 365 day call centerMigrated Microsoft Excel processes to automated Python functionsNotable project:▪Call Center Tableau Dashboard ▪Perform ETL over 13,000 hours of call center data▪Compile KPI for each hour’s performance▪Create Tableau dashboard with intuitive filter over hourly dimensions and measurables ▪Tools/Languages: Tableau, JupyterLabs, Pandas, Python

Greater Philadelphia Area

Developed ad-hoc SQL queries to drive product category audits strategyLaunched Qlik Sense dashboards for ensuring product page accuracy and KPIsSpearheaded building of administrative information management system to house 7,000+ vehicles and 450,000+ part diagrams of JSON dataOrganized Confluence pages and resources for cross-department useTriage JIRA tickets and scope with stakeholders in sprint planningHeaded feature, improvement, update, quality assurance and bug tickets for both front end and back of retail website

Greater Philadelphia Area

Created over 2,000 retail product pages per yearAdvocated for and prioritize incoming product assetsDeveloped business strategies for merchandising productsProduced SOPs and best practices for generating product pagesSupport technical product questions from the Customer Service team Train new catalog team members

- Fulfillment of online orders- Warehouse stocking- Quality control of motorcycle apparel, parts and accessories- Advised on development of fulfillment standardized operation procedures- Trained new fulfillment team members

- Advised customers of cost and repair of their vehicles- Performed vehicle repair and maintenance

Philadelphia

Certificate - Data Analysis & Visualization

- Intermediate Excel - Fundamental statistics - Python programming - PostgreSQL/pgAdmin - MongoDB - Extract, Transform, Load (ETL) - Front.

Education record