Kelsy Lua

• Worked in information and complaints team and provided research, business planning, and analysis to offer better service to customers and improve office productivity utilizing specialist software and Microsoft Excel • Explored various use of systems such as digital service, rent online payment, complaints management system to increase efficiency in office and provide better service to tenants • Produced a summary of all tenants’ complaints, categorized 163 complaints for clear outline of overview and statistics • Collaborated with the complaints team using complaints tracker to analyze issues for better service and improvement • Attended court hearings and analyzed case studies that include anti-social behavior caused by tenants • Prepared reports from gathered analysis of issues for directors, chief executive and board

• Ran 2-3 participants every week to collect data; coded facial expressions using collected data for project, The Effect of Bilingualism on Emotion Regulation • Examined how use of language impacts executive functioning and emotion regulation in bilingual population • Translated English moral dilemmas into Chinese in the Moral Reasoning and Bilingualism Project

• Administered 150 standardized comprehensive battery of experimental reading assessment tests for students 7-11 years old for both students with normal reading skills and reading disabilities and analyzed their word development for the study on Task of Polysyllabic Word Reading • Managed and validated data through scoring and double checking for accuracy • Experienced using a software tool for presenting stimuli under precise timing and collecting reaction time and accuracy data (E-Prime) to measure student response focusing on time and accuracy • Recorded response time using software application, Audacity and coded the 5,400 responses