Anna Yan Email & Phone Number

Improving Returns and Cancellations UX

Developing software for an American classic car insurance & life style company

Led a cross-functional team of engineers, analysts and designers in building products for one of the largest platforms for consumer goods (marketplace with 100K+ orders per day). Main products: Seller Support, CRM (B2B) Key results include: - Improved self-service adoption by developing effective product documentation, including FAQs, tutorials, and release notes that decreased customer service tickets by 12% and increased CSI (customer satisfaction index) by 20 points. - A 20% reduction in processing time for product claims by implementing automated claim creation processes and integrating multiple internal IT systems. - 8% average onboarding time optimisation by implementing automated notifications into the onboarding funnel for new users.

Focused on a digital transformation project affecting core IT systems, i.e. product catalog, billing- Implemented Jira and Confluence for cross-functional team, enhancing collaboration and communication; conducted training sessions.- Created a library of SQL queries to automate data upload processes, reducing manual data entry tasks.- Analysed customer data entry errors to refine validation algorithms, leading to a significant reduction in data entry errors.

Moscow, Russia

Participated in Beeline Internship programme for undergraduates. Member of product catalog team at digital transformation project

- Assisted with development of partner solutions and client outreaches- All business communication was held in English and Italian