Top Talent like Yvonne are on Pangea

Pangea, a YC company, connects companies with fractional talent. Fractional hiring allows companies to move faster and work with more specialized talent, while giving talent more flexibility and independence. If you are talent open to fractional work, apply here. If you’re a company looking for high-quality fractional talent, learn more here.

Yvonne Chang

Quality Assurance Specialist •
Available for hire fromNegotiable
Contracts
Human Computer Interaction Specialist | Apple
With a robust educational background and extensive experience at Apple, I bring a unique blend of technical and user-centric expertise. I am currently pursuing a Master of Science in Human Computer Interaction at DePaul University, complementing my Bachelor's degree in Marketing from the University of California, Riverside, and a stint at the University of Edinburgh Business School. At Apple, I have excelled in various roles, including Retail Systems Quality Assurance - UAT Lead, Operations Specialist, and Product Specialist. My achievements include leading POS system testing for over 500 retail stores, improving operational efficiency by 20%, and maintaining a Net Promoter Score of 100. I am adept at fostering collaboration among global teams, advocating for accessibility, and leveraging UX design principles to enhance user experiences. My problem-solving skills and commitment to user satisfaction have consistently driven project success and operational excellence.

Work History

A

Retail Systems Quality Assurance - UAT Lead

Apple- Successfully conducted POS system testing for deployment to 500+ retail stores worldwide, achieving a 95% pass rate. - Facilitated collaboration among the global UAT team, cross-functional stakeholders, and accessibility team enhancing project alignment and completion by 15%. - Proficient in conveying complex ideas effectively to cross-functional stakeholders through compelling storytelling, visuals, and presentations, while maintaining Apple's high standards and design aesthetic. - Advocated for accessibility testing with 95% improvement through raising tickets for implementation. - Fostered collaboration with the global UAT team, engaging with project stakeholders, including Engineering, Marketing, Legal, IT, and Product Management. - Operated effectively in an agile environment as the UAT Lead, actively participating in daily meetings. Provided regular project updates, addressed feedback, and managed testing efforts for payment devices, onboarding, and specific projects.
A

Operations Specialist

Apple- Led a user-centric inventory management initiative, achieving a 99.1% YTD accuracy rate, significantly enhancing customer experience by ensuring product availability and reducing wait times. - Conducted user research and feedback sessions to understand customer pain points in the retail process, leading to a 20% improvement in operational efficiency by implementing user-centered solutions in sales and return procedures. - Initiated and managed a project to streamline operational processes, incorporating user feedback and UX principles, which resulted in reduced user friction and a more intuitive customer journey in-store.
A

Retail Systems Quality Assurance - User Acceptance Tester

AppleFeb 2022 - Sep 2022 • 8 mos- Orchestrated global user acceptance tests, incorporating feedback from diverse user groups (APAC and EMEIA regions), which led to a 15% reduction in product defects and ensured higher user satisfaction and product quality. - Championed the adoption of UX best practices within the QA process, enhancing team productivity by 30% and ensuring a smoother, more user-friendly experience in final products. - Utilized a variety of UX testing methodologies, such as usability testing and A/B testing, to identify and address key user interface issues, ensuring the products align with user expectations and improve overall satisfaction.
A

Product Specialist

AppleAug 2018 - Feb 2022 • 3 yrs 7 mos- Empowered peers with knowledge and confidence in AppleCare+, resulting in a 10% increase in AppleCare+ attachments store-wide and a substantial boost in overall revenue, demonstrating a strong understanding of customer needs and preferences. - Consistently maintained a Net Promoter Score (NPS) of 100 by providing top-tier customer service, making valuable service recommendations, and promoting user-centric events. - Leveraged UX design principles to influence product recommendations and customer interactions, enhancing the overall user experience within the Apple ecosystem.
A

Retail at Home - Service Chat Specialist

AppleOct 2020 - Jun 2021 • 9 mos- Demonstrated problem-solving skills by effectively resolving complex web order issues through Hello articles and collaboration with colleagues. Achieved an impressive 88% first chat resolution rate, surpassing the goal of >80%, ensuring a seamless user experience. - Displayed exceptional organizational skills by taking detailed notes during chat sessions and consistently completing after-chat work within just 5 seconds, surpassing the goal of <1 minute. This efficiency ensured customers received prompt follow-ups and issue resolutions. - Recognized as a mentor for new Service Chat Peers, fostering proficiency and confidence in the use of Prism, Text Expander, ToolBox, and Hello. Played a pivotal role in onboarding and enhancing the skills of team members, contributing to a more knowledgeable and skilled workforce. - Led engaging WebEx training sessions to educate new team members on the effective use of the Text Expander application. This initiative resulted in a remarkable 100% increase in productivity, streamlining processes, and improving overall efficiency within the team.

Education

D

DePaul University

Master of Science - MS, Human Computer Interaction2021 - 2024
U

University of California, Riverside

Bachelors Degree, Marketing2014 - 2018
U

University of Edinburgh Business School

Bachelor's degree, Marketing2017
W

Walnut High School

High School Diploma, Student2010 - 2014

How Pangea Works

Effortlessly discover top talent

We’ve distilled the candidate search from endless hours down to just a few minutes. Using Pangea’s AI-powered search tools, you can find top fractional talent able to take on your next project. Our system looks at your company’s niche and your needs to find the perfect match faster than any traditional hiring platform.

Start working with talent today

The top talent on Pangea is ready to get started with you right now. You can message or hire a candidate right from their profile page and start assigning work as soon as they respond. And the best part? Pangea’s fractional contract structure lets you start small and ramp up as your needs change, keeping your costs manageable and your team’s capabliities flexible.

Track work and invoices in one place

Assign tasks, track progress, and complete invoices all on Pangea. We’ve combined every part of the hiring process into one platform to eliminate the miscommunication that’s unavoidable on other freelance platforms. We even send out 1099s to your contractors at the end of the year!

Talk with a Talent Expert

Members of our team are available to help you speed through the hiring process.
Available Now
Book a Call
Human Computer Interaction Specialist | Apple
With a robust educational background and extensive experience at Apple, I bring a unique blend of technical and user-centric expertise. I am currently pursuing a Master of Science in Human Computer Interaction at DePaul University, complementing my Bachelor's degree in Marketing from the University of California, Riverside, and a stint at the University of Edinburgh Business School. At Apple, I have excelled in various roles, including Retail Systems Quality Assurance - UAT Lead, Operations Specialist, and Product Specialist. My achievements include leading POS system testing for over 500 retail stores, improving operational efficiency by 20%, and maintaining a Net Promoter Score of 100. I am adept at fostering collaboration among global teams, advocating for accessibility, and leveraging UX design principles to enhance user experiences. My problem-solving skills and commitment to user satisfaction have consistently driven project success and operational excellence.

Talk with a Talent Expert

Members of our team are available to help you speed through the hiring process.
Available Now
Book a Call

Top Talent like Yvonne are on Pangea

Pangea, a YC company, connects companies with fractional talent. Fractional hiring allows companies to move faster and work with more specialized talent, while giving talent more flexibility and independence. If you are talent open to fractional work, apply here. If you’re a company looking for high-quality fractional talent, learn more here.

Yvonne Chang

Quality Assurance Specialist •
Available for hire fromNegotiable
Contracts

Work History

A

Retail Systems Quality Assurance - UAT Lead

Apple- Successfully conducted POS system testing for deployment to 500+ retail stores worldwide, achieving a 95% pass rate. - Facilitated collaboration among the global UAT team, cross-functional stakeholders, and accessibility team enhancing project alignment and completion by 15%. - Proficient in conveying complex ideas effectively to cross-functional stakeholders through compelling storytelling, visuals, and presentations, while maintaining Apple's high standards and design aesthetic. - Advocated for accessibility testing with 95% improvement through raising tickets for implementation. - Fostered collaboration with the global UAT team, engaging with project stakeholders, including Engineering, Marketing, Legal, IT, and Product Management. - Operated effectively in an agile environment as the UAT Lead, actively participating in daily meetings. Provided regular project updates, addressed feedback, and managed testing efforts for payment devices, onboarding, and specific projects.
A

Operations Specialist

Apple- Led a user-centric inventory management initiative, achieving a 99.1% YTD accuracy rate, significantly enhancing customer experience by ensuring product availability and reducing wait times. - Conducted user research and feedback sessions to understand customer pain points in the retail process, leading to a 20% improvement in operational efficiency by implementing user-centered solutions in sales and return procedures. - Initiated and managed a project to streamline operational processes, incorporating user feedback and UX principles, which resulted in reduced user friction and a more intuitive customer journey in-store.
A

Retail Systems Quality Assurance - User Acceptance Tester

AppleFeb 2022 - Sep 2022 • 8 mos- Orchestrated global user acceptance tests, incorporating feedback from diverse user groups (APAC and EMEIA regions), which led to a 15% reduction in product defects and ensured higher user satisfaction and product quality. - Championed the adoption of UX best practices within the QA process, enhancing team productivity by 30% and ensuring a smoother, more user-friendly experience in final products. - Utilized a variety of UX testing methodologies, such as usability testing and A/B testing, to identify and address key user interface issues, ensuring the products align with user expectations and improve overall satisfaction.
A

Product Specialist

AppleAug 2018 - Feb 2022 • 3 yrs 7 mos- Empowered peers with knowledge and confidence in AppleCare+, resulting in a 10% increase in AppleCare+ attachments store-wide and a substantial boost in overall revenue, demonstrating a strong understanding of customer needs and preferences. - Consistently maintained a Net Promoter Score (NPS) of 100 by providing top-tier customer service, making valuable service recommendations, and promoting user-centric events. - Leveraged UX design principles to influence product recommendations and customer interactions, enhancing the overall user experience within the Apple ecosystem.
A

Retail at Home - Service Chat Specialist

AppleOct 2020 - Jun 2021 • 9 mos- Demonstrated problem-solving skills by effectively resolving complex web order issues through Hello articles and collaboration with colleagues. Achieved an impressive 88% first chat resolution rate, surpassing the goal of >80%, ensuring a seamless user experience. - Displayed exceptional organizational skills by taking detailed notes during chat sessions and consistently completing after-chat work within just 5 seconds, surpassing the goal of <1 minute. This efficiency ensured customers received prompt follow-ups and issue resolutions. - Recognized as a mentor for new Service Chat Peers, fostering proficiency and confidence in the use of Prism, Text Expander, ToolBox, and Hello. Played a pivotal role in onboarding and enhancing the skills of team members, contributing to a more knowledgeable and skilled workforce. - Led engaging WebEx training sessions to educate new team members on the effective use of the Text Expander application. This initiative resulted in a remarkable 100% increase in productivity, streamlining processes, and improving overall efficiency within the team.

Education

D

DePaul University

Master of Science - MS, Human Computer Interaction2021 - 2024
U

University of California, Riverside

Bachelors Degree, Marketing2014 - 2018
U

University of Edinburgh Business School

Bachelor's degree, Marketing2017
W

Walnut High School

High School Diploma, Student2010 - 2014

How Pangea Works

Effortlessly discover top talent

We’ve distilled the candidate search from endless hours down to just a few minutes. Using Pangea’s AI-powered search tools, you can find top fractional talent able to take on your next project. Our system looks at your company’s niche and your needs to find the perfect match faster than any traditional hiring platform.

Start working with talent today

The top talent on Pangea is ready to get started with you right now. You can message or hire a candidate right from their profile page and start assigning work as soon as they respond. And the best part? Pangea’s fractional contract structure lets you start small and ramp up as your needs change, keeping your costs manageable and your team’s capabliities flexible.

Track work and invoices in one place

Assign tasks, track progress, and complete invoices all on Pangea. We’ve combined every part of the hiring process into one platform to eliminate the miscommunication that’s unavoidable on other freelance platforms. We even send out 1099s to your contractors at the end of the year!

Talk with a Talent Expert

Members of our team are available to help you speed through the hiring process.
Available Now
Book a Call
Pangea empowers fractional work across the world for marketing and design roles.