Joyce Pang, M.S. Email & Phone Number

Florida, United States

Boca Raton, Florida, Us

Oversaw house reconstruction following laundry room flood incident as a result of builder negligence.Responsibilities included:• Contacted, scheduled, and coordinated trades in a timely and appropriate order (remediation, environmental testing, drywall, painting, staircase/carpet repair, etc.)• Managed simultaneous trades onsite at property, ensuring that each is aware of the entire set of tasks they need to complete and also ensuring that all tasks are completed• Quality checked construction work to ensure defect-free home (moisture is removed from all affected wet areas, drywall is installed orthogonally, new floor tiles installed match existing floor tiles, glass doors align, cabling behind drywall is not damaged, etc.)

Long Island City, New York, Us

Translated brand and customer data into strategic insights to shape JetBlue’s brand perception and brand strategy, as well as improve and innovate the customer experience. In this role, I had a high-degree of visibility and cross-functional collaboration, and also managed a team remotely in Salt Lake City, Utah. I often used data manipulation, analysis, and visualization tools such as R, SQL, Snowflake, and Tableau.Responsibilities included: • Oversaw customer insights program (capabilities, tools, etc.), including distribution and management of post-flight customer satisfaction survey and brand health tracker (including market trends and competitive intelligence), as well as execution of ad-hoc research studies• Led bi-weekly strategy and decision-making sessions to surface relevant customer insights to cross-functional senior leadership and operational stakeholders• Collaborated with IT to build internal text analytics capabilities, allowing for automated interpretation of qualitative customer feedbackSpecializations:• Customer insights• Customer experience improvement• Brand health tracking and competitive intelligence• Executive presentations and storytelling

Dania Beach, Fl, Us

Built and grew new analytics teams and capabilities within the company, occasionally adopting a player-coach philosophy to support the business while developing the team. Identified and led guest-centric and operations-centric data/analytics, insights/research, and strategy initiatives to advance the business, and worked with cross-functional stakeholders to scope, plan, and execute initiatives. Promoted twice and also made two lateral moves (one into Finance, Strategy & Analytics and another into Operations, Strategy & Analysis).Sample projects:• Developed business case with supporting financial cost and fuel burn models to support the selection of new economy and first class aircraft seats• Built/ran decision tree models to improve operational performance, balance aircraft minimum ground time (MGT) across aircraft types• Defined and programmed system for root cause identification of flight delays, including delay reason(s) and magnitude(s) per delay • Developed operational scorecards with select key performance indicators (KPIs) to monitor and evaluate airport-level progress• Built/ran regression Net Promoter Score (NPS) driver models to identify guest experience improvements• Redesigned post-flight guest satisfaction survey and dashboard to optimize data collection, democratize dataSpecializations:• Data querying/wrangling/manipulation• Predictive modeling and data science• Data visualization• Quantitative and qualitative ad-hoc research studies• Business case development• Modeling and forecasting

Dania Beach, Fl, Us

Dania Beach, Fl, Us

Dania Beach, Fl, Us

Dania Beach, Fl, Us

Miami, Florida, Us

Grew Booked Guest pre-cruise ancillary revenues (e.g., shore excursions, drink packages, spa treatments) through A/B testing and enhancing the digital experience (website and e-mail campaigns).Sample projects:• Developed personalized e-mail content targeted at different guest segments• Identified and tested various formats and layouts of creative imagery on the Booked Guest portal

Miami, Florida, Us

Led quantitative and qualitative research initiatives to identify and generate demand for cruising, served as subject matter expert for analysis and reporting tools (e.g., guest satisfaction survey portal, brand tracker).Specializations:• Customer insights• Quantitative and qualitative ad-hoc research studies• Concept ideation/development/testing• Behavioral/consumer trends• Opportunity sizing

Miami, Fl, Us

Managed and executed strategic cross-brand marketing research and analytics initiatives with the 10 Carnival Corporation portfolio brands, which include Carnival, Princess, Holland America Line, Seabourn, Cunard, P&O Cruises, AIDA, Costa, P&O Australia, and Fathom. Promoted twice during 3.5 year tenure.Sample Projects:• Spearheaded implementation of new text analytics platform across 7 brands in Carnival portfolio, working with cross-functional leaders/stakeholders from Marketing, Operations, IT, and other departments to ensure fully-baked solution to interpret qualitative customer feedback• Analyzed travel behaviors and trends from North American customer segmentation survey (n = 25,000) to inform customer strategy for brands in Carnival portfolioSpecializations:• Text analytics (including platform implementation)• Quantitative and qualitative ad-hoc research studies• Data analysis• Predictive analytics• Guest experience improvement

Miami, Fl, Us

Miami, Fl, Us

White River Junction, Vt, Us

Experienced in qualitative and quantitative market research. Knowledgeable about all aspects of project life cycle, including proposal development, project management, sample coordination, research and survey/questionnaire design, survey programming and testing, database management, fieldwork, data cleaning, analysis and advanced analytics (e.g., MaxDiff, conjoint), charting and reporting, data visualization, and results and recommendations presentations and workshops. Promoted once while in role.Sample projects:• Prioritized existing and new credit card features for major international bank• Optimized product assortment and pricing for microwaveable meals product• Modeled purchase interest, identified KPIs for new pasta innovations• Tested claims/feature messaging for global toothbrush company• Informed go-to market strategies for overseas construction equipment company • Measured customer satisfaction for large telecom providerSpecializations:• Client relationship management• Proposal development• Survey development and testing• Conjoint analysis

White River Junction, Vt, Us

Evanston, Illinois, Us

Chicago, Il, Us

Chicago, Il, Us

Bachelor'S Degree, Major: Economics; Minor: Business; Additional Certification: Integrated Marketing Communications

Master'S Degree, Predictive Analytics