• Managed analysts and interns, and coordinated an overseas analysis team, to optimize delinquent customers’ journeys with balancing risk loss, operation cost, and the customer experience in a rapidly changing business
• Partnered with marketing teams, led strategic test and learning to personalize delinquency email campaigns; Conducted A/B test on over 5 million emails per month; Achieved over $100 MM charge off saving per year
• Coordinated omni-channel initiatives prioritization and implementation with agile approach; Collaborated with digital team and workforce management team for new contact channel, including push notice, text, paid search
• Led cross-functional teams to install the offer optimization strategy, achieved $15MM cost saving per year
• Applied cluster analysis, decision tree, and random forest to categorize customers based on behaviors and risk levels, implemented segmentation strategy on decision engine and reduced operation cost $5MM in 3 years
• Collaborated with modeling team to capture business needs, proposed roadmap and use cases for modeling, participated in feature engineering and algorithm selection; Won “Big Data Challenge Strategy Award” in 2019