Shaoyao C.

• Led 2 regional Asset-Backed Securities implementation from regional IT perspective • Provided guidance to the local team on security, data flow, and other best practices to ensure compliant, efficient, and scalable data solutions • Collaborated closely with business counterparts to enhance data quality script and data integrity

• Led a team of 8 to provide analytics support for call centre operations • Analyzed operational efficiency, customer service and behavioral patterns to improve customer experience • Implemented daily rituals for the team improving their collaboration, motivation and prioritization skills • Implemented a digital employee engagement mobile application as a ScrumMaster

• ScrumMaster for agile transformation projects • Coached product owners and development team to adopt agile scrum practices • Organized and facilitated in project scoping and high level project plans – including timeline and approach • Acted as the bridge between product owners and development team to resolve and implement cadence to meet project objectives

• Developed five key Qlikview dashboards enabling near real-time analytics • Led a digital transformation project and successfully launched it, with 90% user satisfaction, in Singapore and Hong Kong • Enabled key stakeholders to achieve 8% demand reduction and projects’ return on investments (ROI) targets through deep dive analysis • Automated multiple reports through SQL scripts eliminating manual efforts

• Managed and led predictive analytics and process improvement projects that aims to enhance customer experience and operational efficiency • Successfully reduced the card retention volume by half in six months exceeded the initial target by more than 10%. The project also received the Best Use of Consumer Insights/Analytics (Gold) by The Loyalty & Engagement Awards 2015. • Reduced average transaction time by 25% after revamping the Automated Teller Machine user interface • Developed prototype for various projects to conduct test with customers and applying the feedback to refine the products • Conducted process, consumer and competitor analysis to identify gaps and opportunities • Planned and performed User-Acceptance Test on Self-Service Banking enhancement projects • Planned and carried out field experiments to assess the impact of predictive analytical models • Collaborated with cross-functional teams (business units, system owners, technology team, UX designers and infra/tech vendors) across consumer banking group as a project lead

• Rotated to two Technology and Operations function - Customer Centre and Regional Operations - within two years • Attended specialized leadership training programmes organized by Human Resource

• Performed call reduction analysis and produced actionable items – achieved mid-year strategic cost management savings target of 8% • Built tracking and monitoring dashboards to signal potential issues and identify opportunities for improvements • Automated process by enhancing excel spreadsheets which saves manual processing hours and reduced human errors • Worked on Customer Journey Project using LUMA's Human Centered Design Methodology – shortened the learning curve of new hires through changes made to training and coaching methodologies

• Achieved zero attrition and raised service level from 30% to 80% after the completion of an integration project • Performed data mining and analysis to devise actionable plans to meet key objectives

Assisted in Business Process Improvement projects by applying six sigma methodologies

Conducted secondary and primary research on the current operations management curriculum relevance in industry

• Assisted in daily inbound and outbound operations for South Asia region • Compiled freight charges for analysis and comparison • Coordinated and communicated with service providers for shipment-related issues • Created excel spreadsheet models to improve efficiency of daily operations and process monitoring • Operated with JDEwards and SAP system for daily operations