Lingyi Lu Email & Phone Number

San Jose, Ca, Us

Customer Service AI/ML solution domain leader, developing the AI/ML solutions to support:1. PayPal Customer Service for self-service automation and contact prevention. 2. Consumer and Seller risk for payment level & account level risk decision optimization to enable good customer experience.Highlights of production solutions and researches by our team: intent prediction, NLP intent detection, explainable AI, contact prediction, risk reassessment.

San Jose, Ca, Us

Managed a Machine Learning Solution team for PayPal customer service optimization. Worked with business partiner to find opportunities, needs, and pain points into actionable modeling solutions. Highlights of solutions researched and developed by the team: - Real time intent idenfitification model for customer contacts- IBM Watson Chatbot intent identification enhancement by optimizing input samples- Call likelihood prediction.

San Jose, Ca, Us

Rotated in different business domain to deliver machine learning solutions for Collections, Customer Onboarding, and Credit Risk, including Customer Lifetime Value estimation, Seller onboarding risk assessment, Recoverability models for Collections, Payment hold assessment for PayPal Credit

San Jose, Ca, Us

Payment Risk Modeling domain: Led projects of delivering actionable data analysis, predictive models and powerful variables for fraud risk in stolen creditcard, account takeover and bank risk. Participate modeling life cycle operation end to end, including performing investigations / ad hoc analysis before model development, sampling, tagging definition, variable selection, and segmentation, setting up model monitoring alerting prototypes post model live. Coach teammates for project development and knowledge sharing between different functional, relocate to PayPal headquarter in US 2014.

San Jose, Ca, Us

Join as a founding people in Shanghai risk detection modeling team. Developed different kinds of scorecard projects, targeting merchant fraud, credit card fraud based on online transaction data. Deliver scorecard cut-off and strategy optimization projects for model to achieve business goals by maximizing profitability while satisfying the acceptable risk exposure. Develop process for tracking and monitoring model and strategy performance. Assist implementation; contribute model and strategy auditing with the purpose of minimization the discrepancy between offline and online results. Refine process between the cross talk with statistical analysts and typical engineers.Provide prioritization scheme to deploy the limited agent resource for reviewing potential risk cases with the aim of minimizing losses.

Doctor Of Philosophy (Ph.D.), Bioinformatics

Bachelor'S Degree, Mathematics And Computer Science