Yingzi Hu

• Complaint Data Analysis & Market Insights: Conducted data analysis and visualization on global complaint trends, including negative review distribution and complaint resolution efficiency. Analyzed customer complaint patterns across regions to provide actionable insights for improving service quality and optimizing workflows.
• Process Improvement & Service Quality Monitoring: Performed trend analysis to identify recurring service issues, assess resolution efficiency, and enhance Trustpilot ratings. Evaluated and implemented improvement strategies to streamline complaint resolution and increase customer satisfaction.
• Cross-Departmental Data Reporting & Decision Support: Collaborated with global CS, legal, and product teams to develop data-driven strategies. Generated reports with insights to optimize service workflows, improve operational efficiency, and support business decision-making.

• IT Support & Issue Resolution – Provided IT support for global internal employee, troubleshooting systems, installing software, and managing user access.
• Knowledge & Process Management – Maintained a knowledge database and contributed to problem, change, and lifecycle management.
• Cross-Team Collaboration – Coordinated with departments, escalated cases, and communicated user feedback for IT improvements.

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.