Vicky Lam
Calgary,AB
Summary
Friendly team player dedicated to making delicious specialty coffee and tea beverages and contributing to safe, welcoming cafe environment. Fast learner and adapter to new circumstances and challenges. Works well under pressure and in fast-paced settings.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Standard Chartered Bank
03.2017 - 07.2023
- Enhanced client experience: Handled an average of 70 inbound calls per day for securities trading orders and resolved 90% of online banking issues within the first call, leading to a 78% improvement in customer satisfaction and retention
- Boosted customer self-sufficiency and engagement: Guided 20 customers in average per week in the use of online banking and self-service tools, resulting in a 38% increase in platform usage and a 3 (out of 10) point increase in customer satisfaction scores
- Streamlined the account opening process: Proactively resolved issues for 70% of account openings, reducing the process time by 25% and leading to a 20% higher rate of successful account openings and improved customer onboarding experience
- Conduct Hero” award: Honored with the “Conduct Hero” award in recognition of exceptional professional conduct and commitment to ethical standards, reflecting 5 years of maintaining 100% compliance with company and industry ethical standards.
Relationship Officer
Bank of East Asia
10.2015 - 03.2017
- Elevated customer satisfaction: Delivered timely and accurate information on various financial products to 50 customers per week, resulting in an 18% improvement in client trust and loyalty
- This included products such as insurance, mortgage, credit cards, time deposits, and account opening
- Enhanced customer experience and digital adoption: Uncovered and resolved customer needs for 20 customers per week, leading to a 33% increase in customer satisfaction
- Also, effectively promoted digital and self-service banking options, resulting in a 36% increase in digital adoption among customers.
Education
Business Administration Diploma - Financial Services
Southern Alberta Institute of Technology (SAIT)
Calgary, AB04.2025
Skills
- Quick learner with great initiative
- Adaptable and Flexible
- Multitasking
- Active listener
- Attention to Detail
- Effective Communication
- Exceptional customer service
- Teamwork and Collaboration
- Cash Handling
- Fluent in English, Cantonese, and Mandarin
Websites
Certification
Microsoft Office Specialist Certification
Languages
English
Full Professional
Chinese (Cantonese)
Native or Bilingual
Chinese (Mandarin)
Professional Working
Volunteer Experience
- Finish Line Area (Servus Calgary Marathon), Run Calgary, Calgary, AB, 05/26/2024
- Package Pick-up (Servus Calgary Marathon), Run Calgary, Calgary, AB, 05/24/2024
- Venue Tear-Down Crew (2024 Sport Chek Mother's Day Run, Walk & Wheel), Run Calgary, Calgary, AB, 05/12/2024
Timeline
Customer Service Representative
Standard Chartered Bank
03.2017 - 07.2023
Relationship Officer
Bank of East Asia
10.2015 - 03.2017
Business Administration Diploma - Financial Services
Southern Alberta Institute of Technology (SAIT)
Similar Profiles
VIJAY SAWLANIVIJAY SAWLANI
Senior Relationship Officer at Ztech Manpower Services-Standard Chartered Bank and Noor BankSenior Relationship Officer at Ztech Manpower Services-Standard Chartered Bank and Noor Bank
Sri Ranjith SSri Ranjith S
Splst, Development at Standard Chartered BankSplst, Development at Standard Chartered Bank
Eugene TeeEugene Tee
Business Sales and Service Manager at Standard Chartered BankBusiness Sales and Service Manager at Standard Chartered Bank
Marri Soumya ReddyMarri Soumya Reddy
Business Relationship Manager at Standard Chartered BankBusiness Relationship Manager at Standard Chartered Bank
Patrick DanososPatrick Danosos
Accounting Intern at Calgary Counselling CentreAccounting Intern at Calgary Counselling Centre