Open to opportunities

Po Lai Cheung

@polaicheung

Message

Multi-lingual business analyst specializing in CRM and e-commerce.

Canada

Message

What I'm looking for

I am looking for a collaborative role where I can lead CRM and e-commerce improvements, manage Salesforce projects, optimize operations, and grow with a company that values cross-functional teamwork and measurable business impact.

I am a multi-lingual business analyst with extensive experience in e-commerce, sales and marketing, CRM, and operations management, focused on driving business growth and operational excellence.

I have led Salesforce implementations, migrations, and enhancements across Sales, Service, Loyalty and Marketing Clouds, worked with offshore development teams, and delivered process reengineering and reporting improvements using Tableau and Google Analytics.

I combine stakeholder collaboration, requirement gathering, testing support, and change management with technical skills in SQL, Power BI, Tableau and Microsoft Dynamics to translate business needs into scalable solutions.

Experience

Work history, roles, and key accomplishments

Current

Client Service Representative

Current

Canadian Imperial Bank of Commerce

Dec 2024 - Present (1 year)

Execute daily banking transactions and educate clients on self-service channels while referring prospects for financial products like credit cards, GICs, RRSPs and TFSAs to appropriate advisors.

Customer Service Cross Selling Transaction Processing Compliance

Senior Associate - Salesforce Business System Analyst

PricewaterhouseCoopers Consulting Hong Kong

Sep 2022 - May 2024 (1 year 8 months)

Led requirements gathering and solution design for Salesforce implementations, coordinated with offshore teams to configure Sales/Marketing Cloud, and supported testing and user adoption to deliver projects on Agile timelines.

Salesforce Requirements Gathering User Stories UAT Stakeholder Management Agile Process Mapping

Senior Associate - Salesforce Business System Analyst

PricewaterhouseCoopers Consulting Hong Kong Company Limited

Sep 2022 - May 2024 (1 year 8 months)

Led requirements gathering, solution design and Salesforce configuration (Sales/Marketing/Loyalty Clouds) for clients, supported testing and change management, and coordinated offshore development to deliver CRM transformations.

Salesforce Configuration Business Analysis Requirements Gathering User Stories UAT Stakeholder Management Process Mapping

Assistant Manager - Merchant Partnership

Hong Kong Technology Venture Company Limited

May 2020 - Jul 2022 (2 years 2 months)

Analyzed sales trends, reengineered partnership and financial processes, led Salesforce merchant management implementation, and built Tableau reports to manage inventory, budgets and reduce financial risk.

Salesforce Implementation Reengineering Tableau Inventory Management Budgeting

Education

Degrees, certifications, and relevant coursework

The Hong Kong University of Science and Technology

Bachelor of Engineering, Logistics Management and Engineering

2014 - 2018

Grade: Second Upper Class

Completed a Bachelor of Engineering in Logistics Management and Engineering with Second Upper Class honours, focusing on logistics, supply chain, and operations management.