Functional Skills
Business Analysis
Business Operations
Customer Experience
Customer Service
Inventory Management
Leadership Development
Operational Efficiency
Performance Management
Strategic Planning
Supply Chain Optimization
Operations Management
Supplier Relationship Management
Process Improvements
Vendor Management
Training and Coaching
Sector Experience
Consumer Goods
Media & Entertainment
Retail
Technology
Transportation & Logistics
Bulge Bracket Investment Banks
Fortune 500
Top Consulting Firms
Experience
Serena Cheng Coaching
Other
Founder, Leadership & Executive Coach
10/2024 - Present
• Coached 80+ senior executives and leaders across industries to strengthen leadership effectiveness, navigate career transitions, and elevate personal and professional impact
• Delivered personalized, results-focused coaching with a 100% client satisfaction rate. Clients include tech executives, operations leaders, product managers, marketers, consultants, and startup founders
• Delivered personalized, results-focused coaching with a 100% client satisfaction rate. Clients include tech executives, operations leaders, product managers, marketers, consultants, and startup founders
Incredible Health
Operations
Head of Operations
4/2023 - 7/2024
• Executive leadership team member at Series B healthcare career marketplace, valued at $1.65B
• Built and led a 50+ person Operations org supporting a two-sided marketplace; restructured teams and processes to drive 70% annual revenue growth through performance management, quality assurance, and formal team development
• Increased Operations team efficiency by 32% by launching automation and tooling improvements in partnership with Product and Engineering
• Built and led a 50+ person Operations org supporting a two-sided marketplace; restructured teams and processes to drive 70% annual revenue growth through performance management, quality assurance, and formal team development
• Increased Operations team efficiency by 32% by launching automation and tooling improvements in partnership with Product and Engineering
Amazon
Customer Service
Senior Director of Customer Service Strategy & Operations, Audible
4/2021 - 3/2023
• Served on the Customer Care senior leadership team for a 200+ person global org, leading strategic planning and aligning cross-functional teams on a roadmap to elevate customer experience and business impact
• Spearheaded Customer Care's transformation from a cost center to a value-generating function aligned with Audible's business goals, managing 3 program leaders overseeing strategy and execution
• Launched and scaled a new customer service program that delivered 5x improvement in retention and $13M in revenue; led a 13-person cross-functional team (vendor management, workforce, training, quality, analytics) and onshore / offshore partners to accelerate customer growth and engagement
• Spearheaded Customer Care's transformation from a cost center to a value-generating function aligned with Audible's business goals, managing 3 program leaders overseeing strategy and execution
• Launched and scaled a new customer service program that delivered 5x improvement in retention and $13M in revenue; led a 13-person cross-functional team (vendor management, workforce, training, quality, analytics) and onshore / offshore partners to accelerate customer growth and engagement
Amazon
Operations
Inventory Management & Supply Chain Team Lead, AmazonFresh & Prime Now
7/2019 - 4/2021
• Built and led a team of 5 Inventory Managers to optimize inventory across 60+ fulfillment centers and 100+ suppliers in paper, household, personal care, and beauty; balanced product availability, customer demand, and excess reduction in a highly capacity-constrained environment
• Improved in-stock rates by 43% during COVID-driven demand surges and supply constraints by refining forecasting, negotiating vendor allocations, and optimizing sourcing across distribution channels
• Sponsored a 15-person cross-functional task force to reduce inventory disposals from spoilage, damage, and capacity issues, delivering $55M in annual savings
• Improved in-stock rates by 43% during COVID-driven demand surges and supply constraints by refining forecasting, negotiating vendor allocations, and optimizing sourcing across distribution channels
• Sponsored a 15-person cross-functional task force to reduce inventory disposals from spoilage, damage, and capacity issues, delivering $55M in annual savings
Amazon
Operations
Senior Inventory & Supply Chain Manager, AmazonFresh & Prime Now
4/2018 - 7/2019
• Achieved 90%+ in-stock rates in the paper and household categories by optimizing sourcing across direct and distributor channels and improving vendor fulfillment and on-time delivery performance
• Improved vendor on-time delivery business-wide by 45% by leading a 12-person cross-functional task force to revamp inbound and receiving procedures across nationwide fulfillment centers
• Improved vendor on-time delivery business-wide by 45% by leading a 12-person cross-functional task force to revamp inbound and receiving procedures across nationwide fulfillment centers
Amazon
Other
Senior Vendor Manager, Prime Now
7/2015 - 3/2018
• Owned beverages category P&L and delivered 350% annual revenue growth by refining national and regional product assortments, expanding distribution partnerships, and optimizing on-site merchandising experience
• Negotiated 8% reduction in product and transportation costs with Prime Now's largest grocery distributor, boosting category margin and operational efficiency
• Negotiated 8% reduction in product and transportation costs with Prime Now's largest grocery distributor, boosting category margin and operational efficiency
Accenture
Management Consulting
Strategy Consultant, Management Consulting
8/2013 - 7/2015
Select Experiences:
• National Wireless Retailer: Led product assortment and merchandising strategy, contributing to 95% annual growth for phone accessories business
• Fortune 100 Food Company: Developed financial model to identify cost-saving opportunities and prioritize initiatives for the executive team
• National Wireless Retailer: Led product assortment and merchandising strategy, contributing to 95% annual growth for phone accessories business
• Fortune 100 Food Company: Developed financial model to identify cost-saving opportunities and prioritize initiatives for the executive team
Morgan Stanley
Corporate Strategy & Development
Manager, Global Sustainable Finance
6/2007 - 6/2011
• Developed strategy and built operations for a new business unit focused on serving environmental and social impact clients and investors
• Led annual nonprofit consulting program, managing recruitment, selection, and training of 150 employees supporting 35 nonprofits with strategic growth initiatives
• Led annual nonprofit consulting program, managing recruitment, selection, and training of 150 employees supporting 35 nonprofits with strategic growth initiatives