Zhenyan Piao

Operations Quality Analyst @ Trip.com

About

As a Master's candidate in Librarianship at the University of Sheffield, I am committed to fusing academic insights with professional expertise to innovate in service management. My tenure at Trip.com as a Quality Assurance Assistant was marked by a 115% boost in customer satisfaction, a testament to my proficiency in customer relationship management and operational improvements.Our team's collaboration with product teams at Trip.com to test and validate new features resulted in successful launches and minimal customer disruptions. My education in Hospitality Administration/Management from Huaqiao University underpins my approach to enhancing service processes, with a focus on strategic data analysis and stakeholder engagement, ensuring a seamless guest experience.

Country

China

City

Shanghai

Industry

Computer Software

Skill

English as a Second Language (ESL), Management Information Systems (MIS), DMAIC, Root Cause Analysis, Six Sigma, Process Mapping, Quality Management, Leadership, Customer Relationship Management (CRM), Customer Experience, Strategic Customer Development, Quality Assurance Analysis, Certified Quality Improvement Associate, Project Management, Translation, Library Management, Hospitality Management, Korean

Experience

Operations Quality Analyst

Trip.com

2021-5 - 2023-7 · 2 yrs 3 mos

Shanghai, China

• Performed root cause analysis on daily and weekly complaint, appeal, and feedback data to identify recurring issues across booking, fulfillment, and after-sales processes. • Diagnosed user experience pain points through case review, journey analysis, and data investigation, and drove improvements in product, process, and service strategy. • Partnered cross-functionally with Product, Operations, Customer Service, and business teams to improve business rule governance, streamline workflows, and reduce repeated issue occurrence. • Monitored service metrics and issue trends, prioritized improvement opportunities, and followed through on solution implementation and impact tracking.

Guest Experience Officer

Four Seasons

2019-3 - 2019-7 · 5 mos

Shanghai, China

• Managed reception services for over 200 high-profile guests, including foreign ambassadors and celebrities, providing personalized services to enhance guest experiences. • Led online review management on platforms like Trip.com and Agoda, increasing positive reviews by more than 10% due to targeted efforts in the Korean market. • Assisted the lobby manager in resolving guest complaints, earning commendations from the hotel’s general manager for consistently high levels of guest satisfaction.