Experience

PING AN

• China
• Financial Services
• 700 & Above Employee

• Product Manager

  • Sep 2020 - Present

  - Manage knowledge transformation platform as part of Branch Enablement team, helping AI customer support bots to maintain or increase customer satisfaction while reducing labor costs, by enabling AI trainers to transform knowledge more effectively and efficiently. - Own knowledge production stimulation features of internal multimedia knowledge base, incentivizing cultivation of high-quality knowledge by utilizing blockchain/cryptocurrency technology for UGC communities. - Standardize and automate workflow of producing generic financial knowledge for easier integration, higher efficiency, and lower costs. - Lead research and planning of product innovations, including exploration and procurement of 3rd-party resources.



Amazon

• United States
• Software Development
• 700 & Above Employee

• Knowledge Engineer

  • Apr 2018 - Mar 2020

  - Owned overall health of Alexa's Animals QA product and drove KPI up 10% YoY by: - Determined roadmaps to improve experience w/ ranked opportunities from researching & analyzing 1.5yrs of user data - Composed 2 product development plans & 2 feature design documents, and presented to senior management - Coordinated cross-functionally w/ 10+ internal/external teams, and launched 3 knowledge collections, optimized 20+ existing ones & crafted 60+ voice-friendly NLG narratives - Licensed 3 high-quality data sources with Business Development for prioritized launches, designed 25+ ETLs to cleanse & ingest data, and modified 500+ ontology settings in knowledge graph



Curvature

• United States
• IT Services and IT Consulting
• 300 - 400 Employee

• Transition Manager - Client Operations

  • Jan 2015 - Feb 2018

  - Redesigned service products collaboratively w/ 5 internal departments, and improved customer satisfaction by 15% - Built & managed product key-function team of 12 people via hiring, onboarding, goal setting & mentoring - Raised inventory utilization by 30% through feeding customers' asset details data to Operations for more accurate & efficient planning - Reduced 80% labor time on asset details research by automating relevant workflows w/ software developers & hardware technicians - Trained teams from different business functions to better understand and support redesigned service products & related processes



CSU Industries

• IT Services and IT Consulting
• 1 - 100 Employee

• Support Logistics Engineer

  • Aug 2013 - Dec 2014

  - Optimized utilization plans monthly by analyzing inventory of 10k+ items across 300+ storage locations for 500+ customer contracts covering 80k+ devices & 2k+ sites globally - Executed inventory utilization plans by driving 200+ work orders through purchasing, testing & shipping accordingly - Ensured operational synergy between 3k+ physical transactions & production data - Managed service deliveries end-to-end for 1k+ customer requests, and enforced QA/QC rules - Optimized utilization plans monthly by analyzing inventory of 10k+ items across 300+ storage locations for 500+ customer contracts covering 80k+ devices & 2k+ sites globally - Executed inventory utilization plans by driving 200+ work orders through purchasing, testing & shipping accordingly - Ensured operational synergy between 3k+ physical transactions & production data - Managed service deliveries end-to-end for 1k+ customer requests, and enforced QA/QC rules



Hofstra University

• United States
• Higher Education
• 700 & Above Employee

• Senior Assistant - Computer Operations, Axinn Library

  • Nov 2011 - May 2013

  - Managed inventory of 300+ computers and peripherals using Excel - Propagated access to different sets of softwares for 5 user groups - Maintained Windows/Mac OS & relevant applications on 100+ computers - Archived documents into library NAS system monthly for reporting & future reference - Provided remote/in-person technical support for 50+ library staffs - Managed inventory of 300+ computers and peripherals using Excel - Propagated access to different sets of softwares for 5 user groups - Maintained Windows/Mac OS & relevant applications on 100+ computers - Archived documents into library NAS system monthly for reporting & future reference - Provided remote/in-person technical support for 50+ library staffs