Overview

Gender

male

Investor Type

Angel

Investor Stage

Seed

Han-Sheong Lai, Director of Operational Consulting at PayPal, focuses on advocating and driving operational excellence culture, principles and practices on customer, business process improvement and customer pain or defects elimination at PayPal to help achieve customer-focus objectives. He chairs PayPal's global Voice of the Customer (VOC) steering group which is a global, cross functional forum that promotes better understanding of customers' voice, pains, likes/dislikes and aligning improvement actions accordingly. He is exploring and applying the use of text and sentiment analytics to better understand PayPal's large number of customer verbatim to help develop a more agile and effective customer closed-loop process, as well as using such insights to help improve customer and product experience. Han received his BS in engineering from the University of New South Wales, Australia, and his MBA from the Athens Laboratory of Business Administration, Greece. He has co-authored an award-wining case study on e-commerce.