Shelley Xueying Chen

About Shelley Xueying Chen

Shelley is an advocate for the development of products that go beyond utility to delight customers. She is a program manager at Lucid Motors bridging business needs with system solutions. Developing a disruptive and innovative product requires extensive customer research and product iterations. She uses a human-centered approach to understand customers\' pain points and identify product features that are specific to different markets. She is passionate about leveraging cutting edge technologies to solve customer pain points and streamline field operations- Shelley is passionate about leveraging data science to drive pivotal business decisions. She is proficient in data science tools such as Python(ML libraries: NumPy, panda, and scikit learn), Java, Linux, SQL, front-end technologies(HTML, CSS, JavaScript, PHP, WordPress)- Shelley is a 200hr certified yoga teacher. Yoga is a practice that integrates mind, body, and spirit. She wants to make yoga more accessible for everyone. Helping people relax through yoga and meditation makes her a happier and more fulfilled person.

Experience

1. Senior Program Manager

   Lucid Motors

   Oct 2024 — Present · Newark, CA, US

   Manage dispatching, scheduling and work flows on service operations team - Develop requirements for service systems and manage the priority of entire service program portfolio- Launched Shop Loading, a dispatch tools to service centers globally saving our shop foreman 30-50% of their time going into the WOs to dispatch work and leading to faster job completion rates- Launched Campaign Automation to global locations: When a PDI or customer WO is created for an affected VIN, the system will automatically add applicable campaign lines, which saves service advisors 15-20 clicks, adding to about 3-5mins per campaign line- Launched Service Automation AI “Project Dhalia” to predict job code, op code, FRT and parts based on customer concern narratives and refined the accuracy of the model from 45%-80% accuracy with multi-language support capabilities by incorporating feedback from various of stakeholders. Oversaw the integration between Salesforce and DS model and the integration is completed to be used for FRT-Based Scheduling flow- Launched an intelligent tagging system to tag customer complaints and defects for service work orders, which saves the team 40-50% of time manually tagging customer concerns and defects- Build analytics tools with the data analytics team to enhance service reporting

Education

• University of Rochester

  Bachelor’s Degree, B,A. in International Relations and B.S. in Business Concentrated in Entrepreneurship

  2015 — 2020