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Business / Product Analyst

Oakland, CA
October 12, 2018

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KYLE YAN 917-***-****

OBJECTIVE: Experienced professional with a background in engineering and 5+ years experience managing projects in various high stress, fast-paced environments. Seeking an opportunity to produce stunning results by leveraging my technical and leadership expertise.


Premier Agent Partners, San Francisco, CA Customer Support, 3/ 2014 – Present

+ Successfully completed administrative, operations, and customer support assignments for various companies: Skyroam, Rodan + Fields, Rocksbox, Humble Bundle, and Mozilla.

+ Managed over 75 support tickets daily with the highest degree of courtesy and professionalism with a focus on first contact resolution.

+ Routinely achieved customer satisfaction rating of 95%, exceeding company’s target of 90%.

+ Researched and reviewed policies and effectively communicated solutions to the customer within service level timeframes.

+ Trained and mentored new customer support reps ensuring they are up to speed.

EchoFirst Inc., Fremont, CA

Manufacturing & Process Engineer Champion, 10/ 2012 – 5/ 2013

+ Lead the effort to determine root causes and make iterative process improvements on all product quality issues that negatively affect customer experience.

+ Successfully completed the design, management and transition of the Engineering Change Implementation Process that allows for design changes, new product introductions, bill of material restructuring, etc.

+ Worked closely with cross-functional teams to ensure the transition of products into production are within budget and on schedule.

Autoboss Inc., Fremont, CA

Managing Partner, 11/ 2009 – 9/ 2012

+ Successfully imported AUTOBOSS diagnostic products into the North American market. SPX Corporation acquired AUTOBOSS in 2012.

+ Grew territory market share by recruiting, training and managing over 20 independent territory sales representatives across U.S. and Canada.

+ Developed a growth strategy in the US that significantly increased company presence and recognition through networking, referrals, cold calling, trade shows, print/online advertising, and sales presentations.

+ Consistently exceeded 200 cold and follow-up calls weekly, earning recognition as one of the top 3 reps based on sales volume.

United States Postal Service, Flushing, NY

Operations Industrial Engineer, 03/ 2006 – 11/ 2009

+ Led multiple projects and operation efficiency initiatives simultaneously to drive efficiency, improve quality, and reduce cost of mail processing and distribution in two processing facilities.

+ Led a technical team of 8 Industrial Engineers in developing and implementing standardized work methods and continuous improvement processes to increase service performance and reduce operating costs in mail processing.

+ Identified KPIs and created daily shift scorecards for Senior Operations Managers / Plant Managers to employ an objective data-driven approach to monitor plant performance.

+ Increased productivity by 18% by developing customized automated data reports to track machine productivity and utilization by floor supervisors.

+ Effectively applied continuous improvement, Lean Six Sigma and project management processes, tools and methodologies to drive organizational improvements.

Cisco Systems, San Jose, CA

Engineering Intern, 02/ 2005 – 3/ 2006

+ Managed and coordinated the activities associated with the migration of Cisco products from an old customer configuration tool to a new one.

+ Developed the correct product configuration on customer orders to ensure that production could build and ship on time.

+ Improved modeling process by designing product configuration reports in Oracle.

+ Received Cisco Achievement Award for outstanding performance and contribution.



Bachelor of Science: Industrial and Systems Engineering, 04/ 2002


Advanced skills in MS Office Suite (Word, Excel, PowerPoint, Outlook) Proficient in Scrum, MS Project, MS Access, Google Docs, Keynote, Slack, Trello, Asana, JIRA, Gantt Charts, MindMaps, QuickBooks, NetSuite, Oracle, Salesforce, AutoCAD, SolidWorks, Freshdesk, Zendesk

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