Yun Song
Process Analyst Product Owner @Equinix
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WORK HISTORY
Process Analyst Product Owner @Equinix
Defined business requirements with stakeholders to onboard operation teams to Salesforce platform• Oversaw salesforce enhancements from inception to implementation, which led to 20% improvement in mean case resolution time, 11% improvement in case deflection, and 10% increase in portal adoption• Conducted demos, user acceptance testing, training and incident triaging with Agile methodology• Developed and reported case performance Key Performance Indicators (KPIs) and recommended data-driven solutions to leadership
EDUCATION
University of California, Berkeley
Bachelor's degree, Sociology
Ohlone College
Associate of Arts (AA), Human Development
Santa Clara University
Master of Science - MS, Business Analytics
SKILLS
ABOUT YUN SONG
With over three years of experience, my expertise lies in improving business processes and product ownership, currently at Equinix. My mission is to drive efficiency and innovation through the strategic use of Salesforce platforms. I am committed to leveraging my skills in data analysis and business analytics to align with Equinix\'s culture of continuous improvement.At Equinix, I\'ve successfully defined business requirements and overseen Salesforce enhancements. My role involves conducting demos, user acceptance testing, and incident triaging, utilizing Agile methodology to ensure seamless implementation and user satisfaction.
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