Wayne Chang-Chien Email & Phone Number

Lake Forest, Ca, Us

Aliso Viejo, California

Irvine, Ca

• Eliminated $2 million in erroneous yearly credits from an overlooked system issue by researching a skew in repeating credits.• Recovered $10 million in abuse of customer promotional offers by creating system rules to prevent workarounds.• Managed frequent ad hoc requests from various channel, market, and corporate business partners regarding controls and compliance. Heavy usage of Teradata SQL and Oracle.• Partner with stakeholders to identify, prevent, detect, and mitigate risks.• Provide changes to policies, processes, and systems that lower risk.• Investigations to support HR, Legal and Corporate Security related to business practices.• Complete thorough and accurate investigations of improper sale or customer service practice allegations.• Provided assistance and guidance in implementation of risk monitoring.

Irvine, California

• Eliminated 50% of reporting by consolidating similar reports and removing reports that no longer align with best business practices, resulting in efficient data and improved performance.• Reporting and analytics for all sales channels and supporting teams in the Southern California region.• Produce ad hoc and automated solutions to identify key productivity and efficiency opportunities through use of Teradata SQL queries, Microsoft Excel, and VBA scripting.• Research areas of improvement in key performance indicators to align with strategic goals.• Created retail sales performance and accessory reports for the region that became West Area reports.

Irvine, California

• Recovered $8 million dollars by identifying discrepancies between Verizon Wireless and external vendor billing. • Ensure synchronization of subscriber attributes between network and billing systems to prevent service interruption and revenue leakage. Perform testing to identify potential and dollar impacts.• Produced ad hoc analytical and technical support to cross-functional teams.• Executed projects to research and resolve issues through monitoring the validity of revenue stream through SQL.

Irvine, Ca

• Managed a project to reduce unnecessary credits applied by customer service. Reduced average of credits by 20% for the call center by recognizing behaviors and additional training.• Improved process for attendance and leave of absence teams by streamlining reporting.• Administered audits for equipment orders and monetary credits.• Communicated recommendations for action based on data analysis.• Produced reporting and analysis to customer service organization. • Assisted with UAT on new system enhancements before rollout to the call center.

Irvine, Ca

• Leading, motivating, and developing a customer service team to deliver exceptional service. • Resolved and negotiated customer complaints in accordance to company policies.• Facilitated training for new and current employees.• Oversaw projects including coaching and creation of tools for the assistive technology team.• Leading for all yearly performances.

Bachelors Of Arts, Psychology

Data Science

Python For Data Science, Web And Core Programming