Steve Zhu

Experience

• 

  The Ritz-Carlton Hotel Company, L.L.C.

  Dec 2015 - Jun 2016

  Front Office Intern

  - Handled customer check-in, room change, check-out, etc., maintained and managed the front-end equipment and dealt with various unexpected situations of customers; - Understood the operation and workflow of the hotel front desk, and the importance of workplace connotation and cooperation; - Performance: won the praise of the supervisor due to outstanding sales performance;

• 

  PING AN

  Jul 2016 - Aug 2016

  Sales Marketing Specialist

  -Educated customers on insurance and guided them in the insurance selection process.-Contacted potential clients and created rapport by networking, cold calling, using referrals etc. Signed 10+ new clients with the team. -Presented the market overview to the team in everyday meetings.

• 

  Park Hyatt

  Jan 2017 - Jun 2017

  Front Desk Trainee

  - Handled customer check-in, room change, check-out, etc., maintained and managed the front-end equipment and dealt with various unexpected situations of customers; - Understood the operation and workflow of the hotel front desk, and the importance of workplace connotation and cooperation; - Performance: won the praise of the supervisor due to outstanding sales performance;

• 

  Langham Hospitality Group

  Jun 2018 - Apr 2019

  Customer Service Agent

  - Efficiently learned and mastered all the Forbes five-star standards and the hotel operational information. - Reconciled contradictions between customers and the hotel, collected and handled customer complaints in a timely manner to improve customer satisfaction. Developed the most effective interpersonal skills and problem-solving skills.- Resolved weekly over 250 inquiries and complaints in a professional manner and consistently met performance benchmarks in all areas (speed, accuracy, verbiage, and volume)- Managed data consolidation and analysis of customers’ contacts and increased data-entry efficiency by 20%- Launched customer survey campaign and raised the email reply rate by 30% and service satisfaction by 25%- Performance: Upseller (upsold $12K in Jan 2019); 收起

• 

  Hooli Homes

  Jun 2019 - Oct 2019

  Financial Analyst

  - Explored and analyzed various trends within the real estate in the U.S. and global market- Established sales forecasting platform, product pricing, client analysis, and market analysis through Python; Created charts in Jupyter notebook to perform data mining and visualize data using Matplotlib- Completed in-depth analysis for business optimization projects, measured by 25% revenue growth and 10% increase in referrals; Conducted business process and workflow mapping using multiple BI tools like Tableau- Managed to collect, gather, and interpret data from various public/private sources using Python and SQL, increasing efficiency by 30%; Worked with large datasets, data cleaning, manipulation to generate analysis- Created and produced visual and data-driven graphic PowerPoint presentation for weekly internal conference and clients; Took initiatives to improve employee engagement by 20% via efficient workload balance- Initiated a monthly meeting with product managers to review cost performance; Through cost analysis and negotiations resulted in direct savings of over $10,000 in 4 months and 20% reduction in overhead 收起

• 

  Kora

  Feb 2020 - Apr 2020

  Marketing Analyst

  Boro is a leading consumer financing platform for college students. With its proprietary underwriting system, Boro is revolutionizing the existing consumer financing industry by providing convenient and affordable financial solutions to college students, who are underserved in the current market.- Performed a number of analytical tasks that include survey & client analysis, lead generation management, sales database using Google Analytics and DataStudio; Generated a 20% increase in monthly sales. - Performed extensive industry research in Fintech market; Developing a strategic calendar for analysts to identify peak periods which increased efficiency and product sales, resulting in a monthly cost saving by 25%- Analyzed data from the monthly business plans and actual statistics to identify profitable revenue growth insights, contributing to the launch of five marketing campaigns and the increase of over 500 clients. 收起

• 

  滴滴

  Dec 2020 - Sept 2021

  Data Analyst

  Chengxinyouxuan is a fresh produce and grocery ‘community e-commence’ platform for shoppers who live with a certain vicinity of one another, managed by China’s largest ride-hailing platform, Didi ChuXing.- Built out the data and reporting infrastructure from the ground up using SQL, Excel, and UIpath to provide real-time insights into products, users, and supply chain KPIs; - Implemented a long-term products selection experiment that increased sale by 20%;- Automated the process of daily data reporting using UIpath robot and reduced the time-consuming by 80%; - Identified procedural areas of improvement through customer data to help improve the profitability of a nationwide retention program by 8%; 收起

• 

  阿里巴巴集团

  Sept 2021 - now

  Alibaba Group is a globally renowned conglomerate that operates various businesses, with Taobao being one of its prominent ventures.Duty:- Spearheaded the analytics for Alibaba's annual "Singles Day" event, leveraging predictive modeling to forecast sales, which resulted in a record-breaking revenue increase of 25% year-over-year.- Collaborated with the product team to develop an AI-driven recommendation engine that personalized user experiences, contributing to a 15% uplift in user engagement.- Conducted in-depth market trend analysis to identify expansion opportunities in Southeast Asia, leading to a successful launch of our new regional platform.- Automated key reporting processes, reducing manual work by 60% and allowing for real-time data-driven decision-making across departments.- Played a key role in developing a dashboard that aggregates real-time customer feedback, which has become a crucial tool for the customer service teams to enhance response strategies. 收起 Ant group is the Fintech devision of Alibaba, China's largest internet company with more than one billion active users. Working at IoT (Internet of things) business unit at Alipay. - Deployed a device lifetime transition model using Python to increase the lifetime for facial transaction devices by 20%, reducing the company's asset lost by 15%;- Built a data system for IoT digital commercialization from scratch and fully involved in 4 commercial projects, increasing the daily facial transaction by 200%; - Conducted A/B testing to evaluate the performance of every BU-level promotion, and identified the recommendation solutions to solve unclear platform roadmaps, boosting monthly active users by 25%. 收起

  • Senior Business Analyst

    Oct 2023 - now

  • Business Analyst

    Sept 2021 - Oct 2023