Wan Shen

Responsible for Customer Excellence department digital platform business analysis and project management

1. WeChat Self-service platform build up & essential upgrade

Analyzed customer service demands and internal workload challenges, prioritized key issues, and created a digital solution on WeChat for self-query, improving customer satisfaction and staff efficiency.
Developed and published a user manual to guide customers on effectively using the new feature, leading to a 30% reduction in customer phone inquiries within a year.
Collected requirements, analyzed customer data, and interviewed internally to improve self-service features, enhancing data accuracy, timeliness, and employee efficiency.
Independently built a Power BI platform to track customer usage, generating monthly reports for the management team, enabling continuous optimization and informed investment decisions.

2. Chatbot Implementation for Chinese Customers
Identified business challenges during requirement analysis, enabling multi-round dialogues for complex inquiries.
Analyzed urgent customer needs, finding optimal solutions for technical document claims, thus relieving service reps from inefficient tasks.
Directed Chatbot solution research, platform selection, budget management, and deployment.
Assisted the business team in developing a knowledge base tailored for chatbot implementation.

3, RPA Requirement Collection and Analysis
Identified high-repetitive tasks, conducted feasibility studies, and performed cost-benefit analyses for RPA automation.
Assisted management in selecting the top three business processes for automation.
Translated selected processes into clear business requirements, collaborating with teams.
Oversaw and facilitated the development of automated solutions.
Post-deployment, monitored RPA workload, error rates, and manual workload reduction, providing regular reports.

4. SFDC Requirement Analysis
Gathered bulk email sending requirements, analyzed data sources, and optimized email templates. Assist implementation team to mplement bulk email sending for three scenarios, reducing customer service workload.
Assisted with email feature analysis, determining the need for SFDC's Email to Case function based on workload stats.
Collaborated with the global dev team on testing and defining fields, establishing workflows and details. Delivered Chinese language training sessions.
Guided on using Email to Case for case management and tracking, including workload, progress, and reporting.
Worked with the SFDC implementation team to archive and handle redundant data based on customer service needs.

1. Veeva Approved WeChat Implementation
Identified communication gaps between medical reps and doctors, affecting drug knowledge and product feature transmission.
Market researched digital solutions, securing Veeva's first batch of Approved WeChat pilot qualifications in China.
Trained sales teams on WeChat push notification registration and usage. Facilitated concurrent testing across telecom providers, providing recommendations based on results.
Leveraged organizational structure and customer data to collect and analyze requirements for a targeted WeChat push notification feature, developed in collaboration with Veeva.
Doctors can now receive timed, targeted push notifications on drugs, diseases, and product info via Enterprise WeChat upon registration.

2. Data Analytic Project Summary
Using the global IT team's data platform, I created reports analyzing customer interactions with pharma literature and push notifications.
These reports offered insights into healthcare providers behavior through metrics like open rates, completion rates, and KPIs.
The user-friendly reports enhanced decision-making and organizational efficiency.

1. Microsoft 365 Power BI Utilization
Leveraging the existing Power BI platform, I led the creation of customized dashboards for each sales team and individual. These dashboards offer a concise view of sales performance vs. goals, providing an economical way to track progress. Through close collaboration, I managed the entire process, including requirements gathering, dashboard design, and platform selection. The resulting user-friendly and informative tool has improved decision-making and sales performance.

2. GSP-SFDC Project Contribution
Identified Order Segregation Need: Recognized the requirement to split customer orders for regular and GSP products, ensuring separate ordering for each.
Leveraged SFDC Platform: Utilized my knowledge of the SFDC platform to propose its use for order splitting, addressing the need efficiently.
Managed Business Requirement Analysis: Conducted rigorous analysis of business requirements, ensuring that the solution would meet all necessary criteria.
Elevated Solution to IT Strategy: My proposal was accepted and further elevated to become a key IT strategy, recognizing its value and importance.
Collaborated with Suppliers: Worked closely with suppliers to ensure successful project delivery, including managing testing and training phases.
Organized Training Sessions: Conducted internal training sessions for smooth transition and maximum utilization of the new product or solution.

3. Power Apps Utilization: Utilizing Power Apps, along with the development team, I built a system for sample machine borrowing and returning, as well as an inventory query system, based on business needs. I led the IT team in conducting internal testing and prepared training materials for the sales team to ensure smooth operation and maximum utilization of the new systems.

4. Corporate Channel Management Platform Development and Integration: Collaborating closely with the channel operations team, I prioritized business requirements and implemented a Dealer contract management system, account authorization, and inventory management tools. I defined the necessary processes to align with our management objectives, ensuring a seamless and efficient operation.

5. Global Project Engagement: I was actively involved in various global system migration projects, assisting in requirements gathering and system User Acceptance Testing (UAT). My role involved facilitating smooth transitions, ensuring that all stakeholders were satisfied with the new systems' functionality and performance.

Business Analyst role (duration:2010-2015)

Business CRM system process optimization: Lead to cash process issue troubleshooting and issue collection
Business CRM system Upgrade Involvement: Requirements Collection & Documentation
New Feature Testing & User Acceptance:Testing Facilitation
User Training & Documentation:Regular Training Sessions, Manual Translation & Localization

Service Desk role (duration:2008-2010)

Incident Management: Handling IT issues and requests, logging them, and prioritizing based on urgency and severity. Assisting users with IT system, equipment, or software-related problems.
Troubleshooting: Assisting users in resolving technical issues. Either providing solutions myself or forwarding them to the right team for further assistance.
Knowledge Management: Guiding users to relevant resources like FAQs and knowledge bases to help them resolve issues independently. Keeping these resources updated for accuracy and relevance.
Communication: Ensuring clear and timely communication with users, understanding their needs, and addressing their concerns. Escalating matters to higher authorities if needed.
Reporting: Collecting data on service requests and incidents, analyzing trends, and suggesting improvements. Preparing reports for stakeholders and management to keep them informed.
User Training: Conducting training sessions on IT systems, tools, and processes to empower users with the necessary skills for efficient usage.

• Responsible for Windows system customer support