Karen Cheng
About Karen Cheng
Karen Cheng is a Customer Experience Manager at HSBC in Hong Kong, where she has worked since 2018. She has a background in hospitality management and is currently pursuing a Master's degree in E-Commerce and Internet Computing at The University of Hong Kong.
Work at HSBC
Karen Cheng has been employed at HSBC since 2018, serving as a Customer Experience Manager. In her role, she is part of the PayMe - Commercialization and Marketing Team, where she focuses on enhancing customer interactions and satisfaction. Additionally, she collaborates with the Risk and Control Team, ensuring that customer experience initiatives align with regulatory standards. Cheng also contributes to the Contact Centre Business, emphasizing People Experience and Planning, which involves optimizing processes and strategies to improve overall service delivery.
Previous Experience at Tink Labs
Before joining HSBC, Karen Cheng worked as a Strategy Intern at Tink Labs for three months in 2017. This role provided her with foundational experience in strategic planning and execution within a technology-driven environment. Her time at Tink Labs contributed to her understanding of customer engagement and operational strategies, which she later applied in her current position at HSBC.
Education and Expertise
Karen Cheng studied at The Hong Kong Polytechnic University, where she earned a degree in Hospitality Administration/Management with a focus on Hotel Management. Currently, she is pursuing a Master of Science in E-Commerce and Internet Computing at The University of Hong Kong, a program she has been engaged in since 2021. Her educational background equips her with a blend of hospitality knowledge and digital commerce expertise, enhancing her capabilities in customer experience management.
Involvement in Contact Centre Business
At HSBC, Karen Cheng plays a significant role in the Contact Centre Business, where she focuses on People Experience and Planning. This involves developing strategies that enhance employee engagement and improve customer service outcomes. Her contributions are aimed at creating a more efficient and customer-centric contact centre environment, aligning with HSBC's commitment to delivering high-quality service.