Qing Miao
- Role
- Senior Scientist, Care at Instacart
- Location
- Atlanta, GA, US
- LinkedIn followers
- 500 followers
Experience
Senior Scientist, Care
Aug 2020 — Present
Designed and implemented a customer-to-agent matching algorithm to optimize satisfaction rating. • Developed several machine learning models to detect appeasement fraud ($50M+ annual savings without regression in growth), predict customer order issue, improve customer retention, and analyze chat text data (NLP). • Led multiple A/B testings to drive CARE product changes. • Built dashboard to support the customer service operation and drive root cause analysis • Managed a team of 3 analysts/scientists and collaborated with various business partners.
Education
Texas A&M University
Doctor of Philosophy (Ph.D.), Operations Research
2008 — 2013
Tsinghua University
Bachelor's degree, Automotive Engineering
2004 — 2008
Skills
- Db2
- Decision Support
- Teradata
- Cplex
- Algorithm Optimization
- Java
- Supply Chain Optimization
- Linux
- Sas
- Heuristics
- Mongodb
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