Junyi Yao Email & Phone Number

Greenville, South Carolina, United States

• Created call agent performance reports using Excel, snowflake (SQL), and PowerBI, tailored reports to satisfy the needs of Customer Service, Escalations, and Titles department, designed department-specific solutions to.
• Conducted comprehensive data analysis utilizing Excel and Snowflake (SQL), assisted the Customer Service management team in updating to the collection and servicing Interactive Voice Response system structure, improved.
• Analyzed skill metrics and seasonal workloads on various customer service teams using Excel Solver and time-series forecasting, improved existing staffing model, reduced 12 outsourced agents, saved the company $33,000.
• Designed and ran a daily email escalation survey to gather customer feedback, analyzed results using the NPS scoring method, enhance agent coaching, and improved overall customer experience
• Refactored legal recovery raw data tables using Snowflake (SQL), generated status tracking PowerBI report using cleaned data for legal recovery procedures, created flowchart with Visio, helped the company identify lags.

Winston-Salem, North Carolina, United States

• Analyzed the real patient data from clinics and historical health care claims of different demographic groups
• Studied the most costly diseases and potential signaling features
• Provided business recommendations based on the study results to improve the health care experience

中国 安徽省 合肥

• Co-authored post article: “Be Your Authentic Self: LGBTAQ+ Pride Month”
• Edited post article: “Father’s Day: A Letter to Dad”, “Kissing-Pedia: International Kissing Day”,
• Designed poster and cover pictures for various events including 24/7 all-time online counselling, 2020 life curve, year-end wish list
• Designed advertising poster for the cooperation with CIS NEOSCHOLAR

中国 安徽省 合肥

• Assisted in the update of the company’s file-uploading system with Java and SQL. Added fuzzy search function to facilitate uploaded file search
• Optimized the company’s own user interface elements with JavaScript and HTML. Improved the accessibility and flexibility of the navigation bar, context menu, and pagination component. Added a new toolbar to the grid.

中国 安徽省 合肥

• Created a triple effect evaporator to estimate the scales and dimensions of an evaporator in a wastewater recycling system with XSteam_Excel_v2.5
• Simulated the triple effect evaporator with Aspen Plus and estimated the scales and dimensions of the same evaporator
• Facilitated the selection of the triple effect evaporator by comparing the results from two different estimations

Master Of Science - Ms, Business Analytics

Education record