Sandy Lo Email & Phone Number

San Francisco, CA, US

San Francisco, CA, US

• Launch Goodreads’ first Customer Trust & Engagement Monthly Business Review (MBR) to surface the Customer Trust health score & program updates to business leaders and quantify product impacts.
• Develop strategy for cross-team meeting mechanism, and launch Goodreads’ first Customer Trust Cross-Team meeting to capture and codify partner team’s in-flight and upcoming work and track progress.

San Francisco, CA, US

• Exceeded contact reduction goal by 40 percent and drove a 14 percent reduction in contacts YoY by partnering with Product and Engineering stakeholders to identify contact reduction opportunities
• Partnered with Product to implement a new CX to decrease Support’s top contact driver by 36.3 percent YoY
• Launched Goodreads’ first Voice of the Customer (VoC) program to surface customer pain points and provide feedback to inform quarterly Product roadmaps
• Developed and implemented Goodreads’ first go-to-market (GTM) strategy between Product and Operations to streamline operational readiness
• Owned, developed, and launched the Support intake system which led to a 51.8 percent increase for the resolution rate of support tickets
• Liase between Product teams and Operations teams and managed operational readiness on all customer-facing product launches

Seattle, WA, US

San Francisco, California, US

• Increased key revenue account from $4k/month to $200k/month in 7 months by strategizing with Fertility Partnerships Managers to identify and resolve customer paint points in operational work flows
• Owned, developed, and launched Standard Work and process improvements to the entire Fertility Operations team which led to 68 percent increase in time savings
• Launched process workflows for strategic Fertility partnerships: Progyny Rx by Alto and Lending Club
• Created external marketing and sales collateral to drive revenue and upsell of new Fertility products

San Francisco, California, US

• Mitigated operational risk as the main point-of-contact for all patient and provider escalations
• Reported on all clinic, provider, and patient escalations and provided detail analysis of resolutions to Executive Leadership
• Created and implemented continuous training for the entire Fertility operations team

San Francisco, California, US

• Achieved 120% monthly goal of sourcing strategic relationships with school districts to drive revenue
• Used customer feedback to inform Product and Customer Success teams about future product improvements

United States, US

• Conducted background research and stakeholder interviews for private and public clients
• Drafted and edited literature reviews, reports, and briefs for private and public clients
• Communicated policy recommendations to private and public clients

Los Angeles, CA, US

• Established in 2007, the USC Program for Environmental and Regional Equity (PERE) is a research unit situated within the USC Dornsife College of Letters, Arts & Sciences. PERE conducts research and facilitates.
• Conducted quantitative and qualitative data analysis around issues of immigrant integration, economic equity, environmental justice, and social movements for academic, policy, and popular audiences.

Los Angeles, CA, US

• The Racial and Ethnic Approaches to Community Health (REACH) Demonstration Project is funded by the Centers for Disease Control and Prevention (CDC) through Community Health Councils, Inc (CHC). The evaluation.
• Served as part of the USC Evaluation Team to develop and implement ways to measure the successes of creating a community-based model for improving health in underserved, heavily minority communities in South Los Angeles.
• Utilized NVIVO coding software to conduct qualitative coding for data analysis

Los Angeles, CA, US

• Assisted Dr. Lavonna Lewis with PPD 225 (Introduction to Public Policy and Management)
• Graded appropriate student coursework and exams

Washington, DC, US

• NAPAWF is the only national, multi-issue Asian and Pacific Islander (API) women's organization in the country. NAPAWF's mission is to build a movement to advance social justice and human rights for API women and girls..
• Civil Rights
• Economic Justice
• Educational Access
• Ending Violence Against Women
• Health

Los Angeles, California, US

• The Asian Language Legal Intake Program (ALLIP) is recognized nationally as a model for its innovation and its ability to expand legal representation and advice to Asian clients in Los Angeles and Orange Counties.
• Worked primarily with Chinese immigrants and limited income individuals in increasing access to legal services in the following legal areas: family law, immigration law, housing law, employment law, consumer law, and.
• Provided interpretation and translation assistance to the Citizenship Project's Naturalization workshops by assisting monolingual API immigrants with their naturalization (N-400 and I-912) applications
• Worked with eligible Deferred Action for Childhood Arrivals applicants in advocacy and direct services assistance with application related to the I821D, I765, I765ws, and G1145

• Tutored students biweekly on the subject of Life Science 1 (LS 1 - Evolutionary Biology and Ecology)
• Prepared lesson plans and worksheets
• Prepared midterm and final review sessions

• Worked on the payroll for the peer learning facilitators (PLF) at AAP
• Used Microsoft Excel, Word, and Outlook to accomplish payroll tasks

Ba, English: American Literature And Cultures

Master'S Degree, Public Policy

Travel Study, Pembroke College