Lynn Cheng Email & Phone Number

Led customer service experience improvement and data annotation projects while monitoring daily and triaging tasks, refocusing and reprioritizing team efforts to align with annual goals and roadmap.Coached and guided team of Machine Learning Data Associates on delivering high-quality annotated data used to train, test and improve LLM models. Consistently exceeded metrics in overall quality for machine learning data annotation workflows. Led regular 1:1 sessions with directs to provide focus and clarity in establishing individual goals, driving performance management, identifying and developing skills for long-term career growth. Earned trust by removing blockers and interference, creating the space and conditions for the team to deliver results.Improved team efficiency and optimized bandwidth planning by creating scalable intake process and Impact and Severity Level (ISL) for revamping support intake ticketing system and SOPs. Collaborated with stakeholders to resolve complex ownership issue by seeking alignment and conducting a smooth transfer of project ownership, negotiating a solution that benefited both teams.Led research session involving multiple tech teams for a high severity escalation that put customer experience at risk. Gathered all evidence from contact reading to reconstruction of customer's journey. Helped identify root cause of critical defect by actively engaging the developer and science teams.

Greater Seattle Area

Launched and expanded the team’s capability in Simplified Chinese and Traditional Chinese for customer and associate-facing products, including a new global customer service platform and Message Us chat service. Built language resource foundation for Chinese languages by improving term bases’ and language guideline’s quality, maintained 98% in translation quality score at team level for all Chinese translation projects, processed over 1.1 mil word count. Implemented multiple tests, model evaluations and deployments of a custom machine translation system, coordinated with cross-functional stakeholders in resolving issues throughout the lifecycle of a machine translation model.Developed ENLIGHT mentorship program, successfully implemented and recruited for two intakes in which 16 mentees gained insights into mentors' perspectives, coached on high impact projects and accelerated their career growth. Facilitated briefing and debrief sessions, maintained program tracker, developed contingency plans and resolved program issues.

Expanded Alexa skills and built new Alexa features that enhance customer interaction experience by labeling and evaluating AI/ML data in a fast paced and quality-driven environment. Consistently met and exceeded quality metrics in ASR, NLU and research-based data labeling processes.Contributed to team’s quality as a workflow verifier and peer mentor, helped team members navigate ambiguity in conventions and addressed error trends through work sessions. Certified as an ADS MIND Mentor.Actively contributed to various ADS improvement initiatives: led privacy awareness campaign as a Certified Privacy Ambassador, developed new hire welcome kit to streamline new hires onboarding, presented job satisfaction improvement ideas based on an in-depth interview, improved secured work device user experience by creating a support page with workarounds and tips.

Conduct customized face-to-face online Mandarin lessons to business executives, helped students prepare for relocation to China and improve everyday communication and business conversation in Mandarin.

- Provided daily Chinese-English translation service for news articles published in Chinese press in Malaysia, translated economy, socio-political, education related news and commentary articles.

Beijing City, China

Corporate & public affairs – Sony Mobile, Invest in France Agency (IFA), Walmart - Co-founded the IFA account team - established intelligence gathering process, message strategy for media and influencers, annual communication plan and Beijing-Paris reporting system, Localized IFA’s “Say OUI to France” campaign for Chinese target audience, rebranding and repositioning France as an innovative and competitive country for foreign investment.- Developed a government stakeholders mapping project report for client to identify and prioritize key government contacts most crucial to the client’s business, created a standard toolkit for future projects.- Co-developed a crisis management communication handbook for client's China executives, preparing them to confidently address the potential crisis situations present in the China market.Travel, hospitality & lifestyle – Singapore Tourism Board, Banyan Tree, My Humble House, Marja Kurki - Managed a team of 10, handled cross-office project coordination of Beijing, Shanghai, Guangzhou & Chengdu offices and plan communication strategies to support sales in accordance with client’s marketing theme, generating over USD400k+ in annual professional fee revenues - Planned and executed media launches, exclusive interviews, media familiarization trips and sponsorship to maximize brand exposure - Led promotion campaigns by collaborating with PR, advertising and creative agencies together with client’s in-house PR team - Developed (writing and editing) press materials which include press releases, feature articles, fact sheets, brochures and social media posts in Simplified Chinese.New business development - Involved in the pitch process for new clients including Regent Hotel, Kempinski Group, Netherlands Board of Tourism, World Kitchen, Royal Selangor etc.

Beijing City, China

Event Planning - Planned Dodge party and Chrysler Group press conference at the 2007 Shanghai Auto Show - Planned Bertelsmann China Head Office Opening Celebration - Co-executed the Allianz-Williams F1 Guangzhou 2006 Test Drive

Bachelor'S Degree, Journalism And International Relations

Activities and Societies: Chairperson of Association of Malaysian Students in Beijing, 2003-2004

Diploma, Journalism

Activities and Societies: Course representative for class of Journalism