Summary
Overview
Work History
Education
Skills
Timeline
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Rachelle Tan

Sydney,NSW

Summary

Experienced business analyst with a background in the airline industry. Specializes in managing complex projects and implementing effective technology solutions. Skilled in training non-technical staff on new and complex tech tools to ensure successful adoption and enhance operational efficiency. Proficient in gathering requirements, designing solutions, and conducting user training. Utilizes Agile methodologies like Scrum and Kanban to drive project success. Possesses a strong understanding of CRM systems and contact center operations. Focuses on developing regulatory policies and automating processes to improve service accuracy and deliver strategic, customer-centric solutions.

Overview

7
7
years of professional experience

Work History

Department Lead (Machine Learning)

FoodStyles
02.2023 - Current
  • Managed a 15-member team, developing non-technical SOPs and workflows on using new tool, resulting in a 50% increase in operational efficiency
  • Implemented Scrum practices to automate project life cycle handling, reducing manual workload and improving operational efficiency by 50%
  • Created GenAI bots to handle automated categorization of pre-processing of text for NER Model Analysis.

Project Manager - Comm Ops, Safety Support

Uber Technologies Inc.
05.2024 - 08.2024
  • Created a comprehensive ANZ-wide regulatory incident reporting policy, including SQL keywords-search to detect miscategorized tickets
  • Conducted deep-dive analysis of customer service tickets, leading to the rework of knowledge base articles and increase in resolution accuracy
  • Developed comprehensive SOPs on Merchant-at-fault cases including Food Safety and Non-Food Safety related cases and adding JQL search management for any future case.

Department Lead (Software Quality Assurance)

FoodStyles
01.2022 - 08.2022
  • Pioneered the implementation of Virtuoso for test automation, achieving a 5-fold reduction in manual operations and enhancing app testing efficiency
  • Ensured smooth implementation of Agile System, reducing tool failure risks and improving sprint success rates by 20%
  • Analyzed key points of quality testing rounds, improving risk analysis procedures and reducing bug occurrence by 15%.

Senior Executive for Ancillary

Philippines AirAsia Inc.
07.2021 - 03.2022
  • Worked with Malaysia head office to oversee adherence to aviation regulations and international standards in customer service, ensuring 100% compliance and maintaining a customer satisfaction score of 95%
  • Developed and implemented customer feedback monitoring systems, which improved in-flight service quality and led to a 10% increase in positive customer feedback
  • Led cross-functional teams to improve product selection and logistics, resulting in a 20% reduction in product loading time and a 15% increase in customer satisfaction.

Department Lead (Training Team)

FoodStyles
09.2021 - 01.2022
  • Led an international team to integrate new culinary hires into the program, boosting the training program's success rate to 86%
  • Overhauled the training program, incorporating AI-based content, which enhanced training efficiency and improved trainee performance by 25%
  • Facilitated daily stand-up meetings to review kanban board status with team members, leading to a 15% decrease in overall training completion time.

Department Lead (Artificial Intelligence)

FoodStyles
11.2020 - 09.2021
  • Managed a diverse team to resolve AI-related issues with the curator tool, reducing issue resolution time by 30%
  • Worked with developers in creating dynamic AI reports for weekly reporting to CTO and CEO, improving report clarity and efficiency by 20%
  • Spearheaded hardcoding fixes to resolve pressing concerns, achieving a 15% reduction in system errors
  • Collaborated with developers to streamline AI report generation processes, reducing weekly reporting time by 15%, resulting in improved efficiency and accuracy of reports.

Food Planning and Standards Specialist

Philippine Airlines
07.2017 - 03.2021
  • Spearheaded initiatives to enhance in-flight service quality, focusing on customer satisfaction and compliance with safety regulations, leading to an 18% increase in customer satisfaction scores
  • Conducted regular audits and quality checks, ensuring high standards in customer service and food quality, which reduced customer complaints by 12%
  • Led menu development projects that aligned with customer preferences and organizational standards, contributing to a 20% increase in customer satisfaction and a 15% reduction in food wastage.

Education

NLP - Natural Language Processing With Python -

Udemy
09.2024

Bachelor of Science in Chemical Engineering -

University of the Philippines
Quezon City, Philippines
05.2010

Skills

  • Business Analysis
  • Cross-functional Team Leadership
  • Stakeholder Management
  • Kanban
  • Agile
  • Test Automation
  • Software Documentation
  • Project Scoping and Business Case Development
  • Resource Management and Scheduling
  • CRM System via Salesforce

Timeline

Project Manager - Comm Ops, Safety Support

Uber Technologies Inc.
05.2024 - 08.2024

Department Lead (Machine Learning)

FoodStyles
02.2023 - Current

Department Lead (Software Quality Assurance)

FoodStyles
01.2022 - 08.2022

Department Lead (Training Team)

FoodStyles
09.2021 - 01.2022

Senior Executive for Ancillary

Philippines AirAsia Inc.
07.2021 - 03.2022

Department Lead (Artificial Intelligence)

FoodStyles
11.2020 - 09.2021

Food Planning and Standards Specialist

Philippine Airlines
07.2017 - 03.2021

NLP - Natural Language Processing With Python -

Udemy

Bachelor of Science in Chemical Engineering -

University of the Philippines

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