Kelly Duong

Data Pipeline for Customer Experience Analytics:

• Designed and implemented robust data pipeline to extract and clean customer survey data from various hosted customer experience platforms.
• Ingested cleaned data into data lake (HDFS) for centralized storage.
• Built dashboard on top of this data lake to analyze campaign efficiency across Infineon.
• Monitored key metrics such as conversion rates from suspects to prospects, cost per click, cost per suspect, sends/clicks, and click-through rate.
• Identified high-value product/application pages by analyzing traffic, load time, and content.
• Collaborated with relevant teams to enhance user experience on Infineon website.
• Leveraged Google Analytics data and Qualtrics survey insights to monitor overall customer experience (CX) scores.
• Tracked revisits by client ID/users, customer retention KPIs, low bounce rates, and high session times.

Buyer Intent Model using Random Forest:

• Developed Random Forest model to predict probability of visitor browsing Cypress products becoming Cypress customers.
• Achieved 80% reduction in manual efforts for sales team by targeting potential customers more effectively.

Fuzzy Match Model for Consistent Customer Names:

• Built fuzzy match model to ensure consistency of customer names across sales and marketing teams.
• Improved customer identification and communication efficiency.

Customer 360 and Data Integration:

• Contributed to understanding customer journey by integrating data from various sources (Eloqua, DIVE Denodo, Google Analytics, MS Dynamics)
• Converted OLAP Cube tables to Hive tables for streamlined analytics.
• Created single source of truth using DIVE and OLAP Cubes, ensuring consistent data across cross-functional teams.

SMF Pipeline and Tableau Prep Migration:

• Managed data pipelines for social media platforms (LinkedIn, Facebook), Google Ads, SearchAds 360 (Baidu), Eloqua, and OneTrust.
• Migrated Tableau Prep pipelines to PySpark for improved scalability and performance.

API and Data Source Integration:

• Developed Restful APIs for engagement marketing, identifying customers efficiently.
• Leveraged Lead Forensics to extract demographic data from users who had not given cookie consent.
• Collaborated with Memories team in Munich to generate opportunities based on digital activities at zip-code/company/industry level.
• Achieved 10-15% conversion rate, generating around $1 million in revenue.

Objective: Developed comprehensive reporting solutions to provide global visibility into performance management and design win business win metrics.

Achievements:

• Created detailed Tableau reports: Designed and implemented dashboards to track key metrics such as achievements, upsides, potential revenue, overdue opportunities, losses, and pipeline revenue.
• Integrated data sources: Utilized data from SAP BO OLAP Cubes and MS Dynamics to ensure comprehensive and accurate reporting.
• Enhanced decision-making: Provided actionable insights to senior management, enabling informed decision-making and strategic planning.
• Increased transparency: Improved transparency and accountability by providing real-time updates on global performance metrics.
• Identified growth opportunities: Highlighted potential revenue and business win opportunities, assisting in prioritization of high-impact initiatives.
• Streamlined reporting processes: Reduced manual reporting efforts and improved efficiency through automated data integration and visualization.
  

Objective: Developed reporting mechanisms to analyze overdue opportunities and losses, providing insights to enhance sales and marketing strategies.

Achievements:

• Comprehensive loss analysis: Created dashboards to track and analyze losses, identifying patterns and root causes.
• Opportunity management: Developed reports to monitor overdue opportunities, providing visibility into potential risks and enabling timely follow-up actions.
• Pipeline revenue tracking: Implemented tracking mechanisms for pipeline revenue, ensuring accurate forecasting and revenue management.
• Cross-functional collaboration: Worked closely with sales, marketing, and finance teams to gather requirements and ensure reports met business needs.
• Improved performance: Enhanced overall performance by identifying areas for improvement and enabling targeted interventions.
  

Objective: Developed a Python program to automate the process of notifying sales representatives about overdue revenues.

Achievements:

• Automated email notifications: Created a Python script to read weekly overdue reports and send email notifications to sales reps with overdue revenues approaching 30 days.
• Increased engagement: Improved engagement and responsiveness from sales representatives by providing timely reminders and actionable insights.
• Decreased overdue warnings: Significantly reduced number of overdue warnings by ensuring sales reps took proactive measures to address overdue revenues.
• Enhanced performance: Contributed to overall performance improvements by decreasing overdue revenues and ensuring better management of sales opportunities.
  

Achievements:

• Promoted cross-selling: Implemented gamification strategies to encourage sales representatives to explore cross-selling opportunities across company's four divisions.
• Increased collaboration: Fostered collaboration and communication between divisions by highlighting potential cross-selling opportunities and encouraging teamwork.
• Improved sales performance: Boosted sales performance by incentivizing and rewarding successful cross-selling initiatives, leading to increased revenue and customer satisfaction.
• Enhanced visibility: Provided real-time visibility into cross-selling activities and performance metrics, enabling management to track progress and make data-driven decisions.