Lena Takechi-Lam Email & Phone Number

Seattle, Washington, United States

- Advised a marketing technology provider on vendor selections for their service department outsourcing initiative. Conducted eight vendor analyses, facilitated discussions between selected vendors and the firm using scorecards and proven methodologies, and contributed to contract negotiations, ensuring vendor selection and agreement terms aligned with the firm’s needs.- Collaborated with a leading advertising company to produce service and sales reports for the digital advertising sector. Conducted competitor analysis, highlighting service enhancements that increase customer loyalty and retention. Produced a comprehensive report on emerging AI and Automation tools that integrate with CRM platforms, aiding sales organizations in overcoming key challenges and achieving KPIs and business objectives.- Led and presented the sales end-to-end workstream process analysis and technology fit/gap assessment, identifying compliance risks and evaluating the ROI for process and technology improvements to transform their global operations to a hub and spoke model

Seattle, Washington, United States

Highlight Client Work with a focus on High Tech and Software and Customer Solutions:- Selected to work with a leading cybersecurity company to optimize post-sale initiatives for 200+ clients. Analyzed customer data, presented weekly to showcase strategic insights, and resolved customer pain points. Conducted workshops for executive stakeholders and cross-functional leaders to identify and resolve customer pain points. Developed a program management tool automating 10% of daily tasks, enhancing efficiency.- Participated in a multi-workstream cost optimization project for a cloud platform catering to the foodservice industry. Redesigned the sales organization, analyzed sales processes, and identified cross and upsell revenue opportunities. Conducted a compensation analysis to align incentives with sales goals, using levers such as pay level, pay mix, plan structure, and pay curves to develop an effective plan.- Assisted an energy and utilities service organization in creating a staffing dashboard for high and low service periods. Developed and tested a user guide for dashboard navigation, ensuring visibility into staffing needs and enhancing operational efficiency.

Seattle, Washington, United States

• Created and implemented an entirely new customer experience in the service department. Lead a project to reduce the customer's wait time from an average of 18 minutes to 10 minutes using analytics, reorganizing roles, and working with different positions within the service departments.• Strategically planned when scheduling appointments for the sales and service team, working to give representatives ample time with each client and being proactive to prepare for guests.• Social media manager for the dealership, responsible for campaigns on Instagram and Facebook. Increased engagement by 103% on Instagram and Facebook over one month.• Ran statistics and analytical reports on the sales and service department's performance and presented to management daily and executives weekly• Customer service manager, responsible for tracking hospitality rating via Podium and Mercedes-Benz Customer Experience Program and leveraging problem-solving skills that eliminated on average eight guest complaints per week.• Assistant to the General Manager. Aided with coordination, event planning, note-taking, worked on customer resolutions, highlighted key details and priorities, and sent out cross-department emails.

• Supervised and worked on team building within the service drive staff to ensure all service department clients were greeted, taken care of, and sent off in a timely manner. Saw approximately 65 appointments per day.• Kept an organizational flow of the loaner department, ensuring all clients put into a loaner vehicle had proper documentation necessary to loan a vehicle and understood the terms and conditions.• Aided clients in how to operate their Mercedes Benz vehicle, showing them safety functions as well as the multimedia settings.

Seattle, Washington, United States

• Host Manager: Trained new hosts on how to properly greet, seat, and manage waitlists. Focused attention on prioritizing, being proactive, and attentive, especially during rush hours where the restaurant was filled with up to 40 parties on the waitlist.• Hostess: Greeted, seated, and conversed with restaurant guests on high-volume nights, seeing upwards of 100 parties in a night. Aided on take-out orders and made sure all orders were sent out correctly. Utilized Yelp's nowait app to manage waitlists and ensure customers were given a realistic wait time and were seated within the given timeframe.• Server: Learned time management skills to make sure clients were attended to at a reasonable time, worked with the bartenders, hosts, and the kitchen to provide excellent steps of service to my guests.

Greater Pittsburgh Area

• Tracked, organized, and assisted in all elements of productions, marketing, and outreach to provide charitable events and opportunities to children and adults with autism, Alzheimer's, and low-income families.• Developed a training manual including all elements of coordination with hospitals, locations, and participants, research on successful events, and guidelines for other institutions to replicate the same events.

• Performed for the Pittsburgh Ballet Theatre. Learning upwards of eight roles and positions at a time for a single performance, showed creativity in my performances, and appeared in 78 shows in one season.• Representative and model for Pittsburgh Ballet Theatre event with UPMC Hospitals, University of Pittsburgh, Carnegie Mellon University, National Football League events.

Bachelor'S Degree, Marketing, 3.98

Graduated from Seattle University's Albers School of Business with a BA in Marketing During my time at SU, I was awarded and invited to: •.

Graduate Program, Performance Art

For high school graduates selected into the program continue their ballet training under the main company. Ballet technique, Pointe.

Associate Of Arts And Sciences - Aas, General Studies

Running Start Program: Completed an associates degree while enrolled in high school

High School Diploma