As a senior professional services consultant, Wei-Chin Cheng interacts with end users on a daily basis. "I also work very closely with product management, QA, operations, and engineering groups to ensure we provide customer satisfaction by addressing any issues in a timely fashion," says Cheng.
Cheng’s team is dedicated to delivering custom business intelligence solutions to clients in the company’s enterprise segment. In her position, Cheng resolves postproduction questions and concerns and evaluates ongoing projects. "We try to improve customer experience and increase usability on an ongoing basis by implementing enhancements as the customer’s needs evolve," she notes. Since every project has different phases and milestones, Cheng says, "Success relies on whether we foster ongoing, open-ended communication with our customers."
In A Day’s Work:
A typical workday for Cheng includes conference calls and email exchanges with customers, project scoping and planning, data analysis, troubleshooting, and resolving production issues as they arise. Says Cheng, "My ‘Manic Tuesday’ involves validating bugs by the 5 p.m. production deployment deadline and rising at 4 a.m. the following day to double check that all servers are up and running." Wednesday mornings are also a critical time as Cheng makes sure that the Birst web application is fully functioning with newly deployed customer data.
Most Memorable Customer Encounter:
"A customer attending a user conference commented on how young I looked and joked about my employer being unethical for supporting child labor. I think I was more embarrassed by the stares from other customers when they heard my shrieks of laughter than I was by his comment."
View From The Desk:
"We work in a cozy startup environment with open-facing tables and no cubicles, and I sit with my back against the window and a panoramic view of my co-workers. I used to sit right next to a door in our department that was always locked. On many occasions, the janitor startled me by knocking to see if he could come in and vacuum."
"I’m addicted to romance novels and sappy girlie movies. I like to keep in shape by going to the gym, rowboating or kayaking, and attending hip hop classes. I’m a novice guitarist but have mastered the chords to ‘Bubbly’ by Colbie Caillat."
If Not Econtent, Then What?
"I enjoy food and traveling, but more so for leisure than for work. The perfect job for me would resemble Rachael Ray’s $40 a Day show, where I would not only travel to exciting locations but also explore the different cuisines and activities the area has to offer."