Yingzi Hu
Auckland,AUK
Summary
A highly motivated Business Analytics postgraduate with a finance background and hands-on experience in data-driven decision-making, customer service, and financial support. I combine strong analytical thinking with practical communication skills to bridge business needs and technical solutions. I strive to be detail-oriented, adaptable, and eager to learn. I aim to apply my analytical and interpersonal skills to support data-driven decisions and contribute to continuous improvement within the team.
Overview
4
4
years of professional experience
Work History
Executive Escalation Specialist
Trip.com Group
, Shanghai
07.2023 - 08.2024
- Complaint Data Analysis & Market Insights: Analyzed global complaint data and visualized trends to identify regional patterns and resolution inefficiencies, delivering insights to enhance service quality and streamline workflows.
- Process Improvement & Service Quality Monitoring: Identified recurring service issues and resolution gaps through trend analysis, implementing improvements that boosted efficiency, customer satisfaction and Trustpilot ratings.
- Cross-Departmental Data Reporting & Decision Support: Collaborated with global teams to deliver data-driven reports that improved workflows, boosted efficiency, and supported key decisions.
Accounting(Intern)
Shanghai Fortuna Electromechanical Co., Ltd
, Shanghai
02.2023 - 04.2023
- Accounting Software Application & Efficiency: Gained hands-on experience with tools like QuickBooks and Excel, enhancing workflow efficiency in daily financial tasks.
- Financial Review & Document Management: Conducted detailed reviews of financial statements to identify inconsistencies, and completed sorting and filing of all fiscal-year documents for multiple divisions within one week.
- Month-End Closing Support: Assisted in month-end close procedures, ensuring accurate and timely reporting of financial results to management.
IT Specialist(Intern)
IKEA Group
, Shanghai
03.2022 - 07.2022
- Global IT Support & Troubleshooting: Provided end-to-end technical support for system access, software setup, and issue resolution across multiple regions.
- Knowledge Base Maintenance & Change Management: Maintained and updated internal knowledge documentation; contributed to change control and system updates.
- Technical Escalation & Process Feedback: Escalated complex technical issues to senior teams and coordinated user feedback for workflow refinement.
Assistant Lobby Manager(Intern)
Commercial Bank of China (ICBC)
, Kunming
01.2021 - 03.2022
- Client Service & Banking Navigation: Guided clients through daily banking operations, including account inquiries, deposits, and basic service troubleshooting.
- Digital Platform Promotion: Promoted the use of digital banking tools to improve transaction speed and reduce counter wait times.
- In-Branch Workflow Optimization: Supported improvements in internal processes to boost overall service efficiency and customer satisfaction.
Education
Master of Science - Business Analytics
University of Auckland
Auckland, NZ12-2025
Bachelor of Economics - Finance
Shanghai Business School
Shanghai,CN06-2023
Skills
- Data Analytics & Visualization (Excel, Power BI)
- Programming: Python (pandas, numpy), R (ggplot2, tidyverse)
- SQL (data querying, joins, subqueries)
- Data Cleaning & Quality Management
- Statistical Modeling & Machine Learning (supervised,unsupervised)
- Languages: English (Full Professional), Mandarin (Native)
Personal Skills
- Cross-functional Collaboration
- Customer Orientation
- Attention to Detail
- Problem Solving
- Fast Learner & Adaptability
Affiliations
China International Import Expo (CIIE) Volunteer
Shanghai, China
30 Oct – 10 Nov 2020
- Facilitated smooth navigation within the exhibition center by addressing inquiries in a timely and professional manner
- Contributed to the successful execution of the 3rd CIIE by supporting front-line service operations
Anti-COVID “Cloud Companion” Volunteer Program
Shanghai, China
Sep 2020
- Provided remote emotional support and companionship to vulnerable individuals during the COVID-19 pandemic through a series of scheduled online sessions
- Participated in multiple rounds of volunteer engagement, demonstrating consistency, empathy, and commitment to community well-being
- Contributed to public health efforts by helping reduce social isolation and promoting mental wellness through digital communication
Interest
- Fitness training and hiking
- Playing musical instruments, including guitar and piano
Languages
English
Full Professional
Chinese (Mandarin)
Native/ Bilingual
Timeline
Executive Escalation Specialist
Trip.com Group
07.2023 - 08.2024
Accounting(Intern)
Shanghai Fortuna Electromechanical Co., Ltd
02.2023 - 04.2023
IT Specialist(Intern)
IKEA Group
03.2022 - 07.2022
Assistant Lobby Manager(Intern)
Commercial Bank of China (ICBC)
01.2021 - 03.2022
Master of Science - Business Analytics
University of Auckland
Bachelor of Economics - Finance
Shanghai Business School
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