Suzanne Cheng Email & Phone Number

• Led remote Agile teams across diverse regions ensuring consistent delivery quality despite time zone challenges.• Managed diverse SaaS and on-premises projects, driving successful feature development and system deployment using Agile methodologies.• Bridged the gap between customers and engineering teams by translating complex business requirements into actionable deliverables, consistently achieving client objectives.• Enhanced customer satisfaction and engagement through cross-functional collaboration, resolving challenges and mitigating project risks early.• Transitioned into a hybrid role to guide customers in defining product roadmaps, consulting on user experience, and coordinating cross-functional support to ensure customer success.

Taipei City, Taiwan

• Leveraged SQL, Python, and PySpark on Hadoop to build machine learning models, delivering actionable insights that supported product roadmaps and strategic decision-making.• Led data-driven initiatives that generated significant revenue by developing customer acquisition strategies and optimizing targeted marketing campaigns.• Deployed machine learning models in call center systems, reducing Average Handling Time (AHT) by 60%, significantly improving operational efficiency and customer satisfaction.• Analyzed customer behavior to optimize business strategies, resulting in increased engagement, higher transaction volume, and reduced customer churn through personalized engagement efforts.• Developed interactive performance dashboards and BI reports for C-level executives, providing critical insights for trend forecasting and influencing key strategic decisions.• Collaborated closely with product teams to refine key performance metrics, driving product roadmap improvements and aligning initiatives with business goals.

Taipei City, Taiwan

• Supported the strategic execution of loyalty programs through comprehensive market analysis and customer engagement.• Market Analysis: Conducted in-depth market surveys and social media discussions to gauge customer preferences and trends, enabling the flexible adjustment of marketing strategies.• Mystery Shopping: Performed mystery shopping at over 150 retailers to evaluate display effectiveness and staff knowledge, generating actionable reports for timely remediation and program enhancement.• User Experience Optimization: Interviewed over 500 customers to collect feedback on the loyalty program, using insights to drive future program design and optimization.• Customer Service Management: Resolved over 1,000 customer complaints by providing targeted solutions, and maintaining high levels of customer satisfaction and loyalty.

Taipei City, Taiwan

Collaborated with the global sales team to conduct in-depth competitive product analysis, generating strategic insights and reports to support sales efforts across APAC, Europe, and the Americas.

Master Of Business Administration - Mba

Bachelor'S Degree, Computer Science