Ting Chen Email & Phone Number

Telstra | Customer Experience Improvement• Developed an AI-powered product that measure and understand perceived customer experience at scale. Built a Gradient Boosting Model to assess perceived customer experience across the full base and provide insights on drivers of customer experience. Promoted effective use of the product across various business units to inform network investment decisions, drive proactive remediation and optimize targeted marketing efforts.• Tools: Gradient… Show more Telstra | Customer Experience Improvement• Developed an AI-powered product that measure and understand perceived customer experience at scale. Built a Gradient Boosting Model to assess perceived customer experience across the full base and provide insights on drivers of customer experience. Promoted effective use of the product across various business units to inform network investment decisions, drive proactive remediation and optimize targeted marketing efforts.• Tools: Gradient Boosting Model (GBM), AWS, Python, SQL, Git Show less

Woolworths | Pricing & Promotion Optimisation• Implemented a promotion effectiveness measurement tool for Woolworths Fresh department. Leveraged time-series modelling to assess promotion uplifts and provide insights into demand transfer and sales cannibalization. Promoted effective use of the tool to understand the sales and profit impacts of past promotions, empowering category managers to optimize pricing and investment decisions and unlock incremental profits.• Tools: Time-series… Show more Woolworths | Pricing & Promotion Optimisation• Implemented a promotion effectiveness measurement tool for Woolworths Fresh department. Leveraged time-series modelling to assess promotion uplifts and provide insights into demand transfer and sales cannibalization. Promoted effective use of the tool to understand the sales and profit impacts of past promotions, empowering category managers to optimize pricing and investment decisions and unlock incremental profits.• Tools: Time-series forecasting, Google Cloud Platform (GCP), Tableau, Python, SQL, GitWoolworths | Customer Analytics• Leveraged customer data to provide insights on evolving customer behaviour and financial impacts from key initiatives - Everyday Market platform, Woolworths Staff Benefits program, Christmas and Easter promotion campaigns, Woolworths recipes. These insights informed decisions across Strategy, Marketing, Products, and Customer Loyalty.• Tools: Experiment Design, Google Cloud Platform (GCP), Python, SQL, Git Show less

Melbourne, Victoria, Australia

Home Lending Assessment Optimisation• Developed and productionised a XGBoost model to discern high quality applications with 89% accuracy. The model streamlines 10% of daily applications, expediting decisions with minimal manual intervention, leading to backlog reduction, accelerated customer feedback, and higher throughput.• Tools: Experiment Design, Gradient Boosting Model (GBM), Random Forest Model, Teradata, MSSQL, Python, SQL, Git

Melbourne, Victoria, Australia

Business Lending Queue Optimisation• Developed a proof-of-concept model to predict loan processing time, aiming to automate application allocation to optimize efficiency. Presented findings on key factors impacting turnaround time and advocated for automatic allocation to the Business Lending leadership team, resulting in sponsorship for full model development and deployment.• Tools: Generalised Linear Model, Teradata, MSSQL, Python, SQL, Git

Singapore

Human Resource Process ImprovementLeveraged analytics to drive insights on attrition trends and employee sentiment towards giving feedback, recommended a 360-degree feedback process design and advised its practicality in relation to sensitivity of feedback, use of technology and data security. Overcame tight project timeline and successfully drove buy-in from senior executives for implementation.

Master Of Business Analytics, First Class

Tools: Python, R, SQL, Spark and Tableau Skills & Techniques: Data warehousing, Statistical modelling, Machine learning, Causal analytics.

Bachelor Of Commerce - Bcom, Accounting And Finance

Activities and Societies: International Students Commerce Society, Marketing Intelligence Club Recipient of Melbourne Mobility Award