Yingzi Hu

• Complaint Data Analysis & Optimization: Conducted data analysis and visualization on global complaint trends, including negative review distribution, complaint categories, and resolution time. Identified key pain points and collaborated with relevant teams to optimize workflows, improving customer experience and service quality.
• Market Trends & User Behavior Analysis: Analyzed customer feedback data for hotel product lines across different regions, examining complaint patterns by location and nationality. Provided data-driven insights to support business decisions and enhance operational strategies.
• Service Quality Monitoring & Process Improvement: Performed trend analysis on complaint data to identify recurring issues and quantify resolution efficiency. Evaluated the effectiveness of improvement initiatives and contributed to enhancing Trustpilot ratings and overall customer satisfaction.
• Cross-Departmental Data Support & Reporting: Collaborated with the global CS team, legal department, and product teams to develop data-driven strategies. Generated reports with actionable insights to optimize customer service workflows, increase operational efficiency, and support business decision-making.

Interned as a Lobby Manager at Industrial and Commercial Bank of China (ICBC), assisting customers with banking inquiries, promoting digital banking services, and optimizing customer flow management to enhance service efficiency.