Kenneth Lam

Experience

• 

  Dairy Queen

  Jun 2006 - Dec 2009

  Supervisor

  • Youngest to be promoted to a Supervisory position at the store• Led a team of 12 members on day to day store operations• Trained new staff • Responsible for opening and closing of store

• 

  Brigham Young University–Hawaii

  Jan 2012 - Jul 2014

  • Create learning opportunities for over 60 marketing students• Assisted students in learning IBM SPSS• Conducted research and gathered information in preparation for the Professor’s classes• Provide clerical assistance to the BYU-Hawaii Business Department • Reduced overall receiving time by 25%• Input and receive purchase orders up to $10,000• Assists customers from over 65+ countries

  • Marketing Tutor and Teaching Assistant

    Jan 2014 - Jul 2014

  • Receiving Clerk

    Jan 2012 - Dec 2013
• 

  Enterprise

  Aug 2014 - Dec 2018

  • Analyze profit and loss statements on a daily basis to ensure month end goals/targets will be achieved • Increase sales by training and practicing daily with the team• Manage the logistical and preventative maintenance schedule to ensure the safety of our fleet of 100+ vehicles • Responsible for the overall direction of a branch of 300+ fleet vehicles• Achieved the highest 12 months customer service score in the history of this branch• Lead and train other employees on a daily basis to reach specific sales and marketing goals • Reviewed monthly financial statements to help drive revenue and to ensure effective cost control• Assisted management in maintaining and accounting for our fleet of 600 vehicles• Invited to multiple monthly elite dinners as one of the top twenty employees in Alberta for sales and Business MVP

  • Branch Manager

    May 2017 - Dec 2018

  • Assistant Manager

    Jun 2015 - Apr 2017

  • Management Trainee

    Aug 2014 - May 2015
• 

  RBC Insurance

  Jan 2019 - Feb 2020

  Insurance Advisor

  • Built and grown my own book of business from the ground up to 300+ clients within the first 6 months• Recognized by corporate as one of the top-ranking insurance advisor for sales nationwide for the month of September

• 

  Intact

  Mar 2020 - Jul 2020

  Center Manager

  • Developed new workflows reducing customers time in center by 70% from 45 minutes to 10 minutes• Analyzed and implemented new estimating process, saving center approximately $120,000 per month• Improved customer service score by 23% within first 3 months with new customer experience strategy• Established great vendor relationships and expectations, leading to a decrease in overall turnaround time for vehicle repairs• Implemented a new Valet service, offering the first “we come to your door” vehicle repair process in all of North American Show less

• 

  Kenneth's Marketplace

  Aug 2020 - Aug 2022

  Owner / Operations Manager

  • Maximized profit margins by analyzing market trends daily• Accomplished average customer satisfaction score of 4.5 out of 5

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  Air Canada

  Mar 2022 - now

  Customer Experience Specialist/ Acting Customer Experience Manager

  • Ensure the safe and on-time departure of our flights by strictly adhering to company guidelines and government regulations• Provide excellent customer experience throughout a guest’s travel journey by actively empathizing with customers’ needs and concerns• Selected and trained to fill in as a Customer Experience Manager when assigned from upper management o Support a team of 300+ to provide excellent customer experience throughout a guest’s travel journey o Resolve and manage customer concerns to ensure great customer experience Show less