Quyen Tran Email & Phone Number

United States

Led product development for new distribution channels to deliver personalized experiences to aesthetics consumers

- Redesigned and launched the consumer iOS app for Allē, Allergan Aesthetics loyalty platform, in November 2020, increasing average rating of 2.9 to 4.9 stars in a quarter with 264k monthly active users. - Launched the consumer Allē Android app in March 2021, increasing average rating of 2.65 to 3.0 with upward trend. - Define roadmap and KPIs that influences business objectives - Implement tracking through analytics tool like Datadog, Segment and FullStory to understand user journeys and quantify product performance. - Partner with UX designers to run user interviews and testing sessions - Improve efficiency for digital products review process by partnering with Legal, Medical, Regulatory and Compliance teams to develop an innovative review process that supports agile software development timelines, while ensuring products are FDA compliant upon release.

- Rebranded and launched three products in Allē, Allergan Aesthetics loyalty platform, from alpha to wide scale, supporting 25K+ practices, 2M+ consumers, and 50 customer support agents. - Oversaw the complete redesign of Allē consumer web application, owning the entire user journey starting with Registration, to Wallet, and Profile management. - Built critical workflows to migrate 2M+ existing consumers and their data from a legacy loyalty program to ensure a smooth user experience while preserving data integrity - Implemented a feed concept within Allē that combines medical aesthetics educational and promotional content in one space, demonstrating medical information and beautiful designs can coexist - Partnered closely with Medical, Legal, Compliance, and Regulatory teams to ensure all digital products meet FDA compliance upon release.

Manage all parts of project lifecycle using Jira, Confluence and MS Project, ensuring projects are completed on-time, on-budget and goal-based using Agile and Waterfall SDLC- Support cross-functional team of 10 employees to migrate software build process to AWS, improving build times by 13% with $500k per year savings in infrastructure. - Streamlined change management process across a team of 60+ engineers to minimize unplanned interruptions to production environment, establishing technical reviews, validation and backout plans for every change submitted. - Transitioned 2 teams of 3-7 engineers from Waterfall to Scrum, leading daily meetings, removing blockers and analyzing burndowns and velocity. - Revamped internal data tool UI with Sencha Ext JS framework, improving usability by 30%. - Create weekly status reports for Engineering IT executives, synthesizing project statuses and highlighting risks.

- Provided online self-help guides and FAQs pages to promote early adopting of G Suite for Education for undergraduate and graduate students, enabling automatic conversion from UCSD SquirrelMail to Gmail.- Implemented processes across business and technical departments to improve efficiency in allocation computing resources to 20,000+ students every quarter and addressing bottlenecks in the process.- Analyzed students’ technology needs through one-on-one consultations, conducting surveys, and gathering metrics on applications used on campus.

- Consulted with faculty and staff on classroom needs and integrating technology to improve student retention and success rates.- Drove faculty adoption of Blackboard Learn by 20% through arranging Lunch & Learn events promoting Blackboard features, online how-to guides, and quarterly events to promote instructional technology services available to faculty and staff.- Identified opportunities to incorporate Blackboard Learn in areas other than coursework for faculty and staff by conducting surveys, consulting one-on-one with interested parties, and working with vendors to expand software capabilities.

- Tracked customer pain points by conducting surveys after each service and followed-up with users who gave negative reviews to better understand gaps in services. - Improved customer satisfaction score from 4.3 to 4.6 (out of 5) the following year by automating services like network switch check-ins and malware removals, reducing wait times at the Help Desk and improving customer experience.- Led comprehensive week-long training for 8-15 new help desk technicians each quarter for topics ranging from customer service, technical troubleshooting (network, hardware, software), and documentation for knowledge transfer.

Education record

Education record