Robin Lam, MBA

Experience

• 

  Four Seasons Hotels and Resorts

  Aug 2003 - Jan 2008

  Four Seasons Hotel Doha Four Seasons Hotel Toronto Four Seasons Hotel Toronto

  • Reservation Manager

    Jun 2007 - Jan 2008

  • Hotel Assistant Manager

    Apr 2004 - Jun 2007

  • Management Trainee

    Aug 2003 - Apr 2004
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  Newage Management Inc

  Jan 2008 - Jun 2010

  Director of Sales and Leasing
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  TD

  Jun 2010 - Mar 2018

  •Proactively demonstrate lobby leadership in the customer lounge, help & advice & and in self serve areas of the branch with the goal to deliver legendary customer experiences & create a positive “First Impression’” by greeting and engaging them in a range of sales, service & informational conversations •Lead, coach and model exceptional service delivery at every customer interaction •Ensure employee scheduling is optimal to meet customer demands •Lead on the execution of the branch Legendary Experience Index plan and support achievement of LEI objectives •Coach to ensure customer problems are handled appropriately, and participate in the negotiation and resolution where necessary •Lead and coach the team on advice giving strategies to improve the overall customer experience •Lead and apply the performance management process, supporting employees in their personal and performance development by utilizing learning maps and external courses, as appropriate •Develop and manage the sales team by recruiting, coaching & recognizing employees. •Engage in & support the training and development of employees with both internal and external training •Lead and follow up on action plans to improve the employee experience Business Results •Meet or exceed branch business objectives by executing branch business plan •Coach team to deliver on branch business objectives by meeting or exceeding individual sales goals •Coach team to understand customer needs, provide advice & appropriate products & services •Achieve branch objective for Operational Risk Excellence •Follow and ensure employees understand and apply bank/branch operating policies & procedures – which may include assuming responsibility for the branch opening & closing procedures on a rotational basis •Ensure necessary due diligence is taken to support the accuracy of all customer transactions Show less As a Branch Manager Associate I learned to be an effective sales and service leader, overseeing the daily management of a branch and team of financial professionals. During my 24-month comprehensive development program I gained on-the-job experience while fast-tracking to become a TD Manager. Through the program I earned the required licensing and registration, and was mentored by 12 successful leaders. I was given the opportunity to lead a team, drive results and developed my professional network. Show less

  • Manager of Financial Services

    Jun 2012 - Mar 2018

  • Management Trainee

    Jun 2010 - Jun 2012
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  Whole Foods Market

  Apr 2019 - Dec 2021

  Store Cashier

  •Checks out customer groceries efficiently and accurately. •Upholds government regulations concerning sale of alcoholic beverages and taxation. •Follows proper check, ATM, and credit procedures. •Uses proper tares procedures when ringing up scalable items. •Cleans and stocks Front End areas, including own register – changing tapes and ribbon as necessary. •Follows all cash handling procedures – meeting and exceeding regional cashier variance policy. •May assist with training of new Cashier and Courtesy Team Members. •Assists supervisor in controlling customer flow and backed up lines – helping reduce customer waiting time.•Proactively participates in Regional Front End programs as directed by leadership. •Arrives to work station on time, appropriately groomed, dressed and ready to work; works all scheduled shifts and attends required trainings and meetings. •Provides excellent customer service, addresses needs of customers in a timely and effective manner and models suggestive selling techniques; answers phones and pages promptly and courteously. •Maximizes sales potential through effective and proper procedures for prepping, storing, rotating, stocking, and merchandising product. •Follows and complies, or ensures compliance, with established procedures, including Weights and Measures, health and sanitation, and safe work practices. •Maintains, or ensures maintenance of, a clean and sanitary working and shopping environment; maintains equipment in accordance with WFM cleanliness and safety standards. •Performs opening, mid, and closing duties as assigned; ensures accuracy of signs and pricing. •Immediately reports safety hazards and violations. •Performs other duties as assigned by store, regional, or national leadership. Show less

• 

  Scotiabank

  May 2019 - now

  • Manages the operations of the department by maintaining sound knowledge of all department functions, tasks, policies, procedures, and systems.• Lead a great team of 17 Accounting Officers and Senior Account Clerks• Exception processing for deposit/investment account transactions completed via alternate delivery channels (i.e., Scotia Online, Mobile Banking, Customer Contact Centre).• Fulfillment packaging of new deposit/investment accounts opened, and investment transactions completed via alternate delivery channels (i.e., Scotia Online, Mobile Banking, Customer Contact Centre).• Fulfillment packaging of RDSP letters on behalf of the Wealth Management Contact Centre.• Support to other business lines within the campus for bulk packaging and mail out.• Administrative activities and Ad-hoc assignments and projects• Provide direction and administrative support in the development and maintenance of processing accuracy within my assigned department Show less Manage an assigned portfolio of high value and/or complex small business owner relationships to achieve retention and other negotiated goals while meeting Scotiabank’s Service StandardCreating a strong presence within the local business community by developing relationships with various Centres of Influence Proactively engage with new and existing clients to build strong, ongoing relationships and provide comprehensive advice, enabling them to buildProvides direct technical assistance to small business clients in the research and development of business plans, marketing plans, loan proposals and related business development requirements.Evaluates business proposals together with client financial and business status to assess viability and bankability of proposals; advises clients as appropriate.Advises clients in micro and small business management practices, methods, and techniques.Participates in the development, promotion, coordination, and delivery of small business management training programs and workshops.Coordinates and/or participates in efforts to build relationships with area businesses to establish and develop contract training opportunities.Administers and monitors specific educational programs, as assigned, to include budget planning and expenditure management.Participates, as assigned, as a member of community groups and organizations to promote local business and economic development within the service area.Monitors operational activities and effectiveness of results, and prepares reports as appropriate.Provides sound investment advice to Show less

  • Assistant Manager, Alternative Delivery Fulfillment

    Aug 2022 - now

  • Assistant Manager, Processing

    Dec 2021 - Aug 2022

  • Small Business Advisor

    May 2019 - Dec 2021