Claudia Zhao

Supply Chain - Logistics - Buyer Experience: Logistics Tracking, Location Service, Time Service (Estimated Delivery Date)

Logistics Tracking

• Innovated in logistics tracking to notify buyers of delivery attempts post-failure, enhancing customer engagement and reducing complaints.
• Initiated identification measures for misrouted packages and display reminder, significantly boosting customer satisfaction levels and reduced customer service tickets by ~20%.
• Revolutionized electronic proof of delivery by implementing multi-image processing and quality check, slashing return and refund inquiries by 84% and customer complaints by 10%.
• Automated massages for stalled packages cut customer complaints by 0.5%, elevating the buyer experience.

Location Service

• Customized tracking map visuals for Southeast Asia, hiding warehouse locations to enhance operational efficiency while maintaining security.
• Extended tracking map capabilities to accommodate cross-border shipments, improving global logistics visibility.
• Spearheaded Shopee Logistics address standardization from 0 to 1, markedly refining delivery precision.

Time Service

• Optimized EDT(estimated delivery time before arrange shipment) accuracy to x% by data analysis then design product solution to include less variables.
• Engineered and led multi-team initiatives to refine EDD/EDT, significantly ameliorating accuracy for challenging deliveries orders.