Experience

Pleo

• Denmark
• Financial Services
• 700 & Above Employee

• Senior Data Analyst

  • May 2023 - Present

• Data Analyst

  • Feb 2022 - Present

  Pleo is a B2B SaaS company that offers a spending solution. I work as a CX Data Analyst to support and craft customer experience strategies with CX teams.- Own and maintain success SaaS metrics, i.e., churn rate, retention rate, MRR, NRR (both GARR/LARR).- Create customer health score, churn prediction model to reduce customer churn, boost customer engagement.- Work with product teams in improving Pleo's product from a customer experience perspective, advising them using existing trends/patterns and connecting those to customer touch points- Work with business stakeholders for measuring our overall business performance, advising on the strategic roadmap. Show less



Zalando

• Germany
• Retail
• 700 & Above Employee

• Data Scientist/Data Analyst

  • Oct 2019 - Feb 2022

  I work in the Consumer insights & Segmentation team and have a strong customer-oriented mindset. Since October 2020, I took over a role to initiate analytic framework for our customer care team (previously Excel based). Skills are across building ETL pipelines, exploratory and statistical data analysis and machine learning modelling - Set up all the data groundwork for the customer care team to be more data-driven. • Work closely with data engineers to build data pipelines (Exasol) and establish reporting landscapes (Tableau). • Create and maintain customer service KPIs to track performance and promote impact. • enable end-users to use more data and to make data-driven decisions. - Conduct data analysis and hypothesis testing to facilitate data driven decisions. • Analysis on customer behaviors, e.g., customers' first 30 days, voucher usage analysis, etc. • Develop predictive machine learning models such as lead scoring model (regression/classification), customer contact forecast (time-series). • Generate insights, answer business-related question, present and communicate to stakeholders in a clear and actionable way. - Migrate team's manual-scheduled ETL pipline to Airflow. • Build dependencies between tables and ensure the successful automation. Show less



SAP

• Germany
• Software Development
• 700 & Above Employee

• Data Analyst (Working Student)

  • Oct 2017 - Jun 2019

  • Analyzed SAP tools' usage data & testing data in SAP HANA and SAP Analytics Cloud to support the internal development process: - Used SQL and graphical editor to create calculation views in SAP HANA Studio - Created and maintained dimensional models and analytical dashboard reports in SAP Analytics Cloud according to various departments’ data needs • Liaised with collaborators from other departments to discuss further analytics on the dashboard, incl. presenting dashboards in relative department's regular meeting • User management in SAP HANA Studio and SAP Analytics Cloud - Analyzed and resolved customer inquiries and problem messages - Created knowledge base documentation for users to access SAP HANA Studio and SAP Analytics Cloud Show less



Genesis Technology, Inc

• Taiwan
• IT Services and IT Consulting
• 1 - 100 Employee

• Student Internship

  • Jan 2016 - Feb 2016

  • BI developer in MIS department • Designed customized functions such as new query conditions by JAVA, SQL and HTML according to the customers’ need for CRM system. • Fixed bugs and updated data to ERP and CRM systems while obtaining deep knowledge of Genesis’s services and products. • BI developer in MIS department • Designed customized functions such as new query conditions by JAVA, SQL and HTML according to the customers’ need for CRM system. • Fixed bugs and updated data to ERP and CRM systems while obtaining deep knowledge of Genesis’s services and products.