Alyssa Hoang

Improved consistency of reporting across multiple client engagements by defining data models, metric logic, and validation rules adopted as team standards. Reduced manual analysis turnaround for time-sensitive PR events by developing monitoring dashboards and alert-style reports that surfaced issues automatically. Built reproducible Python/SQL pipelines to convert raw platform exports into standardised datasets, establishing end-to-end analytics workflows for media and influencer performance

Contributed to ~10% more NPS/PSAT promoters by systematically linking detractor feedback to checkout and cancellation metrics through monthly root-cause analyses. Reduced manual reporting workload by ~30% and enabled earlier detection of experience issues by automating analytics dashboards monitoring customer friction points. Ensured consistency of KPI logic across regional markets by translating ambiguous business questions into SQL definitions, validation rules, and documented metric frameworks. Optimi

Identified friction points contributing to a 4× increase in successful checkout rates and ~15% fewer cancellations year-over-year through continuous customer journey analysis. Supported the release of 7 major product features in FY23 by building the data and research foundation for a cross-functional CX improvement framework. Contributed to ~20% improvement in Brand Health Tracking scores for product quality through the Customer Value Proposition initiative launched April 2023. Coordinated with Marketing

Reduced First Resolution Lead Time by ~25% and BPO operational costs by ~15% through data-driven optimisation of outsourced customer service operations. Built forecasting and capacity planning models to align BPO staffing with demand patterns, ensuring consistent achievement of SLA targets: Answer Rate 95%, First Resolution 85%, CSAT 90%

Project of Advertising Content Management | Size: 100 HCs | Market: 5 Regions (Vietnam, Malaysia,Indonesia, Thailand, EMEA) • Led a team of 12 professionals, implementing a new AI-based quality management system and process • Analyzed real-time reports to oversee team performance, implemented new processes resulting in a 30% reduction in project completion time and a 20% reduction in project cost

Currently pursuing the second part of my dual degree, focusing on advanced data analytics, machine learning applications, and business strategy. The program emphasizes cross-cultural collaboration, hands-on data projects, and the integration of data-driven decision-making in real business contexts.

Integrating technical skills in statistics, econometrics, machine learning, and programming with a solid understanding of business and economic principles.