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Hanna Yu

@hannayu

I build customer-focused B2B platform onboarding, support workflows, and product improvements for Mandarin-speaking enterprise users.

United Kingdom

Message

What I'm looking for

I'm looking for a customer-facing B2B platform role where I can support Mandarin-speaking users, improve onboarding and workflows, and partner with product, engineering, and operations teams to resolve issues.

I've built and improved customer-facing B2B platforms for Chinese enterprise users, combining product ownership with onboarding, training, feedback, and issue resolution.

At Bank of China Software Center, I owned modules for the Global Cross-border Matchmaking Service System, redesigning onboarding and registration to increase registrations by 400%, data import efficiency by 45%, and matchmaking intent by 45%.

I also led MVP delivery for an enterprise CMDB platform, defining scope, user stories, acceptance criteria, release plans, and backlog priorities with architects, engineers, and operations teams. I use Jira and Confluence to keep delivery organized and translate user needs into practical product decisions.

In my current property operations work, I manage issue triage and built an LLM-assisted workflow that reduced average handling time from 15–20 minutes to 3–5 minutes while retaining human review. I bring native Mandarin communication and professional English collaboration to customer support and onboarding work.

Experience

Work history, roles, and key accomplishments

Current

Property Operations Specialist

Current

Harvey W. James

Jan 2026 - Present (8 months)

Manage customer issue triage for landlord operations, collaborating with tenants, landlords, utility providers, councils, and internal teams. Built an LLM-assisted workflow for issue triage and response drafting, reducing average handling time from 15-20 minutes to 3-5 minutes.

Customer Support Issue Triage Case Management LLM Powered Workflows Documentation Stakeholder Communication

Senior Product Owner - CMDB Platform

Bank of China Software Center

Jul 2022 - Jun 2024 (1 year 11 months)

Led MVP delivery of an enterprise CMDB platform, defining product scope, user stories, acceptance criteria, and release plans. Managed backlog priorities and release tracking in Jira and Confluence, and reviewed 9 CMDB solutions to inform requirements.

Product Management CMDB MVP Delivery Jira Confluence Backlog Management Requirements Analysis Stakeholder Management

Product Owner - Global Cross-border Matchmaking Service System (GMS)

Bank of China Software Center

Oct 2019 - Jul 2022 (2 years 9 months)

Owned customer-facing modules for a cross-border B2B platform, redesigning onboarding and registration to increase registrations by 400% and improve data import efficiency by 45%. Led integration with the Bank of China Customer Information System, contributing 80,000+ potential enterprise customers.

Product Management B2B Platforms Onboarding Registration Flows Data Integration Customer Feedback Event Operations Jira Confluence

Assistant Product Owner - GMS

Bank of China Software Center

Oct 2017 - Oct 2019 (2 years)

Supported user research during large-scale business matchmaking events and assisted with requirements documentation, backlog updates, acceptance testing, and launch readiness. Created user guides, training materials, and support notes to aid adoption.

User Research Requirements Documentation Backlog Management Acceptance Testing Training Materials User Guides