Malena Cheng Email & Phone Number

Chicago, Il, Us

Greater Chicago Area

United States

● Led prompt development for LLM-powered voice support feature to effectively resolve 45% of customerinquiries without any human agent involvement● Implemented prompts leveraging GPT-4 from 0 to 1 to answer frequently asked user questions, answering 73%of questions from customers saving the business >$4M per year● Managed 6 different prompt "subagents" in the native chatbot ecosystem, implementing no-code solutions toissues based on user research, decreasing support ticket volume by 20%

Chicago, Illinois, United States

● Executed multi-version A/B testing on new app messaging features to measure design effectiveness, resultingin a 31% increase in app open rate● Worked closely with executives and stakeholders in evaluating existing messaging campaigns, optimizingmessage content and saving 10% on campaign costs within 2 weeks● Coordinated cross-functional teams to overhaul and create 11 new insurance company profiles withreview-display features, resulting in a 30% increase in profile click rate driving 10% higher conversion

● Implemented a signup funnel feature to improve information collection in signup, reducing sale failure by 20%● Launched targeted UX improvements based on findings from user research, leading to a 15% decrease incustomer complaints● Monitored daily metrics and reported issues to relevant stakeholders, detecting 2 outages in time for team tobuild response measures

Evanston, Illinois, United States

- Mentor young musicians in instrumental performance through private tutoring- Assist in program operations, such as setting up classrooms for instruction

Evanston, Il, United States

Worked with graduate and Ph.D candidates in running various psychological research studies, including data collection from consenting participants, and compiling and processing collected data from studies.

Chicago, Illinois

- Increased support center productivity through creation of flowcharts in Sketch and Keynote for frequented procedures, such as user onboarding and troubleshooting- Improved app user experience by optimizing pick-up and drop-off locations via data analysis, mapping software and field research- Resolved 200+ driver support cases, including those requiring manager expertise, while maintaining top resolution and customer satisfaction rates- Addressed driver issues using bilingual language skills, responding and translating in Chinese for optimal technical support

Evanston, Illinois

Tigard, Oregon

Shanghai City, China

• Collaborated in organizing, and teaching elementary school strings class of 15 students• Privately tutored students during allocated times• Communicated regularly with teachers from other departments to improve teaching strategies

Shanghai City, China

• Coordinated rehearsals and compiled repertoire for performances• Organized biannual concerts and fundraised >$800 a year for various charity organizations• Communicated with other club leaders and booked concert venues

Bachelor Of Arts, Bachelor Of Music (Dual Degree), Data Science Minor, Psychology

High School Diploma