Michael Cheung 🌟🌟🏆🌟🌟
About Michael Cheung 🌟🌟🏆🌟🌟
Michael Cheung is an Enterprise Customer Success Manager at Yotpo, with a diverse background in customer success and project management across various sectors. He has held multiple roles in companies such as Event Engineering, Tesla Owners UK, and Holland & Barrett, and possesses a BSc in Computer Science and Business Management from Nottingham Trent University.
Current Role at Yotpo
Michael Cheung serves as the Enterprise Customer Success Manager at Yotpo, a position he has held since 2021. In this role, he focuses on enhancing customer experience through the utilization of omni-channel SaaS tools. His responsibilities include managing customer journeys and ensuring high levels of customer satisfaction, which is critical for retail growth.
Previous Experience in Customer Success and Project Management
Prior to his current role, Michael held various positions that contributed to his expertise in customer success and project management. He worked as the Head of Special Projects at Event Engineering, the Agile eCommerce Delivery Manager at Eclipse Group Solutions Ltd., and the Digital Project Manager at Mercedes-Benz. His experience spans multiple sectors, allowing him to develop a comprehensive understanding of customer engagement strategies.
Education and Expertise
Michael studied at Nottingham Trent University, where he earned a BSc in Computer Science and Business Management. His educational background provides a strong foundation for his professional expertise in managing projects using methodologies such as Prince 2, Agile, and Waterfall Scrum Master. He is skilled in integrating technology solutions to improve customer interactions and drive business transformation.
Achievements in Customer Satisfaction
Michael has achieved notable customer satisfaction scores during his career, including a CSAT score of 9.8 and a mean opinion score of 9.6 in omni-channel communication. He successfully implemented live chat and video chat solutions that significantly improved basket conversion rates and transaction values, demonstrating his effectiveness in enhancing customer experiences.
Diverse Industry Experience
Michael has extensive experience across a variety of sectors, including FMCG, Travel, Automotive, and Finance. This diverse background has equipped him with the ability to adapt strategies to different industries, ensuring successful partner relationships and comprehensive customer engagement in various business transformation projects.