Elsie Chen

About Elsie Chen

Product leader with 10+ years bridging technology and business, with experience spanning cloud transformation, financial services modernization, and AI innovation in customer support. Skilled at turning ambiguity into clarity and complex problems into scalable solutions, I excel at abstracting industry pain points and embedding expert knowledge into products that create lasting impact. I focus on what moves the needle, aligning teams, translating strategy into execution, and delivering products that earn trust through measurable results.

Experience

1. Ai Innovation Product Lead, Customer Support, Via Wimmer Solutions

   Microsoft

   Nov 2023 — Present · Redmond, WA, US

   Directed full lifecycle of an ML model for customer case routing, including exploratory data analysis, feature selection, data labeling, and model training. Deployed Azure ML deployment pipeline to production system that reduced misrouted cases by 80% while maintaining interpretability and low latency.• Architected an AI innovation platform that enables citizen innovators to create and scale AI solutions end-to-end, from idea intake to production deployment. Built intelligent agents for semantic similarity detection to surface redundant ideas and promote reuse, significantly accelerating innovation velocity and reducing development overhead.• Engineered an AI-powered analytics dashboard from problem discovery to MVP, integrating a natural language chat interface and leveraging Agentic AI for anomaly detection, emerging issue prediction, and root-cause analysis, enabling support managers to focus on high-impact decisions.

Education

• Philadelphia University

  MBA, Finance

• Nankai University

  Bachelor of Arts (B.A.), International Business and Economics

Skills

• Risk Management
• Financial Modeling
• Portfolio Management
• Access
• Access Database
• Analytical Skills
• Financial Planning & Analysis
• Financial Forecasting
• Valuation
• Analysis
• Business Objects
• Qrm
• Capital Markets
• Finance
• Fp&a
• Financial Reporting
• Forecasting
• Derivatives
• Financial Analysis
• Investment Accounting
• Data Analysis
• Financial Planning
• Microsoft Access
• Accounting
• Derivatives Accounting
• Financial Variance Analysis
• Investments