Angus Woo

Experience

• 

  Zappos Family of Companies

  Nov 2011 - Dec 2012

  Website Customer Service Rep

  Resolve all the issues that US customers encounter from before-sales to after-sales, such as product enquiry, order fulfillment, freight control and refunds & replacement.

• 

  IBM

  Dec 2012 - Mar 2015

  Data Analyst

  Responsibilities:1.Conduct data analysis & modeling based on massive IT operation data of clients such as Itaú and Telstra, cooperate with delivery teams to formulate solutions in order to reduce failure rate and improve service quality. Failure rate of account Itaú went down by 40% after solution implemented.2.Coordinate service line managers to build KPI management system, continuously monitor & analyze KPI, generate reports regularly and assist service line managers in Operation Quality Review.3.Conduct service quality review, check work procedure, identify risk and take responsive measures. Show less

• 

  深圳前海达飞金融服务有限公司 (Dafy Credit)

  Mar 2015 - Nov 2018

  Sr Supervisor of Data Analytics

  Main responsibility: 1.Establish management report scheme and develop BI toolkit for call center teams .2.Initiate data analysis projects to get business insight and formulate solutions for process improvement.3.Conduct sales forecast for cash loan, and make manpower & expense budgets for operation teams.4.Establish operation report scheme for online shopping mall (pay by installment).5.Lead team members including data engineers,data modelers and a programmer. Project Experience: 1.Response rate score model: Use logistic regression to predict the response rate of every customer.2.SMS saving program: Use AB testing and T-test analysis to decide what kinds of SMS can be canceled. Over 2 million RMB of SMS expense has been saved.3.Others：Inbound call volume prediction model;Customer segmentation and product design strategy; Customer churn analysis and win-back solution; Proposal for customer acquisition channel of cash loan. Show less

• 

  沃尔玛

  Jan 2019 - May 2021

  1.Develop BI toolkit (e.g. P&L by product) for buyers to gather category insights and improve profitability across a wide range of products and vendor implications.2.Partner with buyers in building vendor negotiation strategies and execute negotiation process for reducing procurement cost, increasing sales rebate, obtaining promotional investment,etc.3.Ad hoc data analysis requests from executive leadership in domains of procurement, membership, replenishment, operation, marketing,etc.

  • BI Manager

    Mar 2020 - May 2021

  • Cost Analytics Manager

    Jan 2019 - Mar 2020
• 

  专心保险经纪有限公司（深蓝保）

  Oct 2021 - now

  业务分析经理