RAY CHEN

• Partnered with Technology department to lead a data science program that extracted data points from the call routing database, interpreted the data points through meetings with users, and transformed the data points into recommendations that became instrumental in configuring the call routing system to better suit the needs of LPL’s clients. Created and tracked performance of relevant KPIs using a Tableau data visualization

Result: 8.1% call misroute rate driven down to 4.3% misroute rate over the course of 12 months, or about 84,400 call mis-routes avoided per year translating to ~$1.35 million dollar annual savings

• Developed a Speech Analytics software configuration to enable stakeholders to align call center data to operational data, and identify what operational inefficiencies manifest into costly conversations

Result: Tableau visualizations used by Finance department to help allocate budget for improvement projects

• Communicated actionable insights from Speech Analytics findings to broad range of operations and call center stakeholders. Created a bridge between operations and call center leaders with weekly meetings diving into findings and providing investigation into subsequent business questions

Result: 65 call abatement initiatives completed, translating to savings of ~$800,000 annually

• Engaged in communications with the Product teams to understand the interplay of LPL user behavior metrics, search term usage, and call center activity. Then blended the data from these disparate sources using SQL, and organized the results into data visualizations that informed the direction of a product aimed at improving resource center search capabilities

Result: Resource center articles re-indexed optimally to allow clients to self-service issue for each popular search term

• Led coaching seminars on how to effectively utilize an interactive dashboard to help each call center team identify representatives who were driving repeat calls with misinformation or didn’t abide by call center standards
• Acted as main analytical partner for the Onboarding team, extracting vast amounts of data using SQL, performing data manipulation to fit business needs via Excel, and publishing views daily on Tableau as a business intelligence dashboard
• Developed best practices for a team focused on call sampling to solve for LPL client pain points regarding direct client communications
• Led effort to effectively communicate the findings derived from the analysis with various Operations teams, leading to a change in daily processes aimed at resolving those pain points

Result: 27 templates for direct client communications improved, leading to higher sentiment measures and ~400 fewer follow-up calls per month in response to those communications.

• Provided leadership and sales mentorship for tellers in one of San Diego County’s busiest banking centers.