Lu Sun Email and Phone Number

• Manage team of three process leads and 70-100 associates, responsible for labor planning across three process paths, capacity optimization with constrained resources and real-time execution on shift volume of over 50k units daily• Lead quality control initiative that standardizes daily feedback communication and prioritizes performance management effort to continuously improve bottom 10% performers that account for 50% of defect injection• Optimize workflow and productivity by pivoting flexible resources, prioritizing buffer distribution across 50+ workstations, and resolving robotic system live issues; reducing machine downtime time by 30 minutes per station per 10-hour shift• Create team development plans that successfully trained over 80% of associates on multiple process paths and over 35% of high performers on critical roles; receiving average leadership feedback score of 4.1 out of 5• Initiate monthly communications with 80+ trainers to standardize associate onboarding process, baseline work conduct expectations, and measure trainers’ key performance metrics; lowering new-hire quality defect rate by more than 70%

• Developed new demand planning model that improved forecast accuracy by 30% through regular interfacing with top six pilot customers to provide supply chain insight on large order planning• Designed and automated performance review dashboard that processes 20,000+ records to compute four operational KPI’s weekly for root cause analysis, and compiled quarterly customer satisfaction scores• Baselined scalable workflow prototype with five-stage implementation plan, set critical project expectations, and presented to stakeholders in preparation for global launch• Performed customer portfolio analysis to identify cost-reduction opportunities and recommended optimal configuration to maximize supply chain efficiency

• Conducted project scope reviews with clients, formulated system requirements and wrote quality assurance test cases during the quarterly releases; launched two new products and delivered over 40 sales system enhancements• Compiled and presented new 74-dimension business rule model to executives that accounted for sales activities of all Dish products; allowed for flexible product catalog setup, eliminated approximately 500 redundant service codes• Drafted, edited and published 200-page user guides for Dish direct sales application utilized by 14,000 customer service representatives; clarified system specifications and resulted in 70% reduction in production issues• Led DishOne Satellite sales initiative that integrated 8M records of pre-screening marketing data into sales app and enhanced customer segmentation strategies; doubled monthly subscriber acquisition volume to 10K• Managed external software vendors to automate existing retailer sales flows; eliminated 80% duplicate data entries, reduced agent call handing time from 12 to 8 minutes per customer• Investigated 20+ contractor compensation plans, standardized 70% of 2,000+ payroll engine rules and implemented simplified schedule that accelerated payment process from five to two days per period• Spearheaded new analyst training program by editing 3-month training booklet, planning visits to four off-site company facilities and coordinating information sessions with five different IT groups

• Evaluated daily quote pricing of healthcare insurance submissions; generated weekly account status report for growth analysis for over 1,000 individuals and small businesses in southern Wisconsin• Assessed loss ratio pattern against months by researching subscription, termination and claim behavior in the past five years across four customer segments; recommended incorporating work tenure factor into underwriting model• Updated rating factor databases and maintained medical and pharmacy pricing models to facilitate underwriting team with large group premium customizations for over 10 large local companies