James Chee Email & Phone Number

California, United States

California, United States

Arlington, Va, Us

•Acted as Subject Matter Expert (SME) for Dialogflow CX and Conversational AI, providing hands-on experience joining the Virtual Assistant (VA) team for a high-profile and visibility client.•Held and drove meetings regarding VA concepts to educate the client and team on topics related to Conversational AI and Dialogflow CX best practices and usage.•Maintained and refined the client's chatbot through Google's Dialogflow CX platform with conversational architect responsibilities - which is including, but not limited to: flow design, routing, intent creation, content updates, interpreting and editing JSON custom payloads, parameter and entity usage. •Researched and piloted different Dialogflow CX concepts and tools that would provide value for the team and VA - including new Generative AI features through Vertex AI•Spearheaded implementation of GenAI use cases through presentations and demos on certain product features and partnering with various required teams.•Contributed to various functional, agile, dev (technical), testing, and SDA (strategy, development, and analytics) efforts to support different workstreams.•Worked in an agile environment, through multiple sprints, supporting consecutive product releases, while using Jira and Confluence for documentation.

Dublin 2, Ie

•Assisted one of the largest cloud computing service providers by ensuring their Natural Language Processing (NLP) Large-language model (LLM) is trained with high quality data.•Evaluated data from multiple pods following the first level of review through coaching the 1st Level QA reviewers and their Authors on relevance, diversity, consistency, perspectives, and alignment.•Regularly sample-checked and reviewed hundreds of prompts and completions across a full range of use-case categories in order to improve data quality.•Led daily syncs with QAs to discuss metrics and trends or issues within the datasets and provided solutions to address any concerns.•Processed any inquiries and feedback from QAs and organized ad-hoc trainings (US and PHL) and 1:1's as needed.•Ran statistics and defined strategies for increased throughput and quality, developed new training materials based on client updates, and refined guidelines when necessary.•Was the main lead for Conversational Chat use-case which targets a variety of user and bot statements that are multi-turn in nature and made in a chatbot setting, across different domains, service types, and categories.

Dublin 2, Ie

•Collaborated with major clients across different industries, created self-serviceable chat and voice bots, and strengthened their existing ones.•Assisted one of the most popular ads marketing companies by creating a Digital Assistant MVP that demonstrated the art of the possible. The demo generated a lot of excitement around the value of chatbots and was used to receive feedback from customers to support the business case.•Helped an overseas telecommunications client ensure their virtual agent was ready before, during, and after a significant phone launch event. Use cases addressed include branch feedback, device order, internet outage, internet access, rate plan change, and cart checkout.•For every client use case, a variety of tasks were performed: transcript analysis, intent discovery, taxonomy creation/management, conversation design on Lucidchart, building the agent on Dialogflow CX, creating test scenarios, logging test cases, testing on CX/voice testing/testing on LivePerson sandbox environment, taxonomy maintenance on CX, identifying and reporting any bugs/errors, and providing feedback based on issues.•Helped write documents on migrating from one chatbot platform to Dialogflox CX and on the benefits and capabilities of Google’s Agent Assist, as well as an overview on Advanced Agent Modeling processes for new team members to reference.

Plano, Tx, Us

•Helped build AI powered virtual agents by discovering insights about common customer and agent interactions for businesses’ contact centers. •Analyzed hundreds of thousands of transcripts from multiple clients across industries to construct a taxonomy of drivers, head intents, and supplementals through coverage and modeling work.•Generated data used by custom NLU (natural-language understanding) models to train chatbots by creating labels to classify transcript utterances with high accuracy.•Owned several projects and acted as point of contact, where I guided other team members, lead meetings, and project managed all deliverables for the given use case. •Provided beta testing services for internal software and worked closely with engineers, assisting them with ad-hocs when needed.•Was the first team to graduate from Google’s startup incubator, Area 120, through its acquisition by the Google Cloud AI team.•Participated in pilot projects, including one that secured a contract with the industry-leading telecommunications company.

San Francisco, Ca, Us

•Worked as part of the Facebook Search team to help improve the quality of the search product.•Regularly reviewed a multitude of search queries and the resulting entities and content, and provided a rubric on how to rank (rate) each result for our clients.•Utilized web-based applications/tools, SQL, Excel, Quip, SharePoint, Tableau, to extract and analyze data provided by third-party clients.•Recognized, interpreted, and reported issues and trends within the data to relay to engineers to ensure functionality and accuracy of search tool.•Partnered with clients to address any concerns or answer FAQ regarding workflow(s) to improve comprehension.•Was actively involved with training new hires including teaching classes, making training videos, improving workflow guidelines, and one-on-one training.•Contributed to and completed various ad-hocs/projects as needed.

Zurich, Ch

•Utilized the dispatch IT system to manage outbound Google Express delivery routes while working closely with third party vendor dispatchers.•Oversaw hundreds of delivery routes per day to ensure orders are delivered to our goal of 99% on time while enforcing all company policies and procedures.•Assisted with routes needing adjustment based on capacity, proximity to pick up locations, or other business needs.•Acted as the point of contact for third party vendor dispatchers, store operators, and customer service, to resolve and/or escalate any problems that occur.•Interpreted and logged parcel metrics into spreadsheets throughout the day to gather important information to refer back to.•Completed several projects researching transportation metrics to provide insight on certain app features and their usage.

Oakland, Ca, Us

•Provided operations support through inbound delivery drivers for Google Express.•Was on-site to assist the logistic coordinators with the midday shift transition and address driver concerns and operational issues.•Inputted payroll within a web-based timecard application and reviewed and corrected any errors.•Retained previous client relations and attended client meetings.•Allocated daily driver assignments to ensure proper and efficient route coverage.•Managed the site’s vehicle inventory and maintenance log, performed regular audits, and took vehicles into service if necessary.•Evaluated and coached drivers to ensure compliance with company and client policies and procedures.•Implemented new technological hardware and software aspects and educated drivers to ensure proficiency.•Worked closely with the senior managers to aid in day-to-day tasks and goals.•Regularly updated spreadsheets with relevant information from daily reports.

Hartford, Connecticut, Us

•Hired, trained, and developed courier drivers for Google Express to ensure job expectations are met.•Assisted in reviewing and approving work schedules to ensure adequate coverage while minimizing expenses.•Developed and maintained excellent client relations and attended client meetings.•Acted as a point of contact for Google dispatchers and a dispatcher for the courier drivers to handle day-to-day operational issues.•Assisted in completing payroll and monitoring financials to meet business goals.•Completed courier evaluations to ensure compliance with company and client policies and procedures.•Reviewed and logged daily reports and maintained spreadsheets.•Managed entire vehicle inventory for both zones and performed regular vehicle audits.•Updated company website and helped implement and set-up new technological hardware and software aspects within the company.•Created an incentive program for the employees to encourage and reward exceptional work.

Hartford, Connecticut, Us

•Picked up customers’ parcels from a depot or retail stores and delivered them to businesses or residences.•Adhered to Google and Propark policies and procedures while maintaining on-time deliveries.•Followed customers’ special instructions regarding delivery preferences and entry into residence.•Trained many new employees due to my extensive knowledge and experience.

Hartford, Connecticut, Us

•Worked at various valet stations around the Google campus assisting employees park and retrieve their vehicles.•Managed different sized lots (sometimes off-site) in a fast-paced environment, maintaining a large inventory of vehicles.

Scottsdale, Arizona, Us

•Worked at the University of Arizona Student Union during the school year and at the Stanford Mall, CA location during the summer and winter.•Held three positions, sometimes all in one shift: server, cashier, and prep.•Professionally greeted and served multiple customers while following company procedures, especially with new customers.•Accurately and efficiently rang up customers' orders while leaving a positive lasting impression so they would return. •Managed my cash register and made sure the amounts were correct at the end of the day.•Made the yogurt, cut the fruit, washed the dishes, set up/deconstructed/and cleaned the yogurt machines, opened/closed business, and stocked merchandise.

Hollywood, Ca, Us

•Worked as a server and busser for a catering company for social functions and special events.•Set up and deconstructed the event (moving and lifting tables, chairs; place setting hundreds of seats, etc.) •Maintained a professional appearance and attitude when serving diverse ethnicities and ages of all kind while attending their needs. •Managed my own section of the event and efficiently served large amounts of people while simultaneously bussing tables.•Worked long shifts on my feet, up to 10+ hours depending on the event.

Palo Alto, California, Us

•Worked in the Department of Neurosurgery at the Stanford Medical Hospital.•Sorted and organized incoming mail as well as addressing and sending outgoing mail. •Managed a database of patient records, which included filing a number of highly confidential patient care materials. •Held other duties such as: making copies of documents, delivering/retrieving medical documents across campus, printing labels, maintaining the printer and copy machines, kitchen upkeep, etc.

Bachelor Of Interdisciplinary Studies, Economy & Industry

Education record