Samuel Lam Email & Phone Number

Oakland, California, United States

Oakland, Ca

San Francisco Bay Area

-Managed logistics and operations for the advertisement operations team-Worked and used products from the following companies: Marketo, Integrate, Convertr etc. -Build, maintain and improve Salesforce reporting -Produced campaigns to generate leads ordered by clients-Acted as a liaison between the operations, technology, sales, finance and marketing departments-Audited and optimize existing business processes and workflows-Created training programs for onboarding new team members-Troubleshot issues within internal CRMs-Optimized and streamlined processes and procedures

San Francisco Bay Area

-Educated investors on the details of how LendingClub works as an investment.-Implemented creative ways to improve our customer relationships, by tailoring and sharing performance-enhancing suggestions.-Supported sales team with service related requests such as bonus tracking, reporting projects, and account creation.-Troubleshooted with investors to resolve a pending issue or to clarify a complicated inquiry. -Analyzed and researched data from various sources to resolve investor issues and inquiries.-Answered clients’ inquiries through email, which included: -Processing documents for IRAs or for their investment account, reconciling their account value and balance, explaining policies and quarterly earnings updates, and collaborated with the legal and compliance department to process deceased investor accounts and court related documents. -Strategized with the Fraud, Collections, Legal, and Compliance department to help streamline processes and procedures.

San Francisco Bay Area

-Promoted a positive outlook on the mission of LendingClub.-Handled 80+ calls daily which required strong knowledge of the product to educate borrowers on financially related topics such as interest rates, loan terms, and APR.-Assisted clients in reviewing applications, offering technical support, and processing transactions.-Maintained metrics in order to improve and exceed department goals and expectations.-Followed compliance policies in order to provide service excellence and ensure business continuity.-Used strong verbal communication skills in order to promote the product as well as provide customers with true and accurate information.-Ensured Quality Assurance scores continually exceed expectations and LendingClub QA standards.-Established organizational structures and placement of staff and trainees due to above average quality assurance scores.

Sunnyvale, Ca

Assistant Manager -Belmont, CA June 2011 - November 2012 Customer Service Representative -Belmont, CA May 2010 - June 2011 -Provided excellent customer service by fulfilling and organizing customer reservations in a quick and timely matter. -Handled escalated situations with customers to ensure customer satisfaction. -Answered questions daily about the type of product and supplies needed according to the customers’ needs.-Managed team members’ schedules while maintaining payroll budgets.-Trained and mentored new hires, ensuring they fulfill their job responsibilities.-Managed the reservations of trucks, storage spaces and installation of hitches.-Performed inventory counts while keeping the items fully stocked on the main floor.-Received and dispatched vehicles while performing Level 1s. This included:Cleaning, reviewing and maintaining property to ensure a positive client experience.