Serena Lam

 Serena Lam Las Vegas, NV --https://www.linkedin.com/in/serena-lam0621X Professional Summary Dynamic communicator and senior manager with a strong track record of more than 20+ years of people leadership, optimizing operational processes, and a keen attention to detail. Recognized for building relationships and collaborating with cross-functional teams by assessing inefficiencies and streamlining communication. Lead teams from disorganization to high performance by fostering team development, implementing SOP’s, and increasing employee satisfaction. Adept at training, coaching, and creating policies and procedures. Seeking to retain a position of leadership for continued impact. Coaching & Mentoring Training & Development Employee Engagement Process Improvement Policies & Procedures Customer Service Public Speaking Project Management Collaboration Conflict Resolution Interviewing Time Management Technical Skills: Workday, Microsoft Suite, Oracle, Paymentus Professional Experience WYNDHAM DESTINATIONS | Las Vegas, NV & Remote - MANAGER, ACCOUNT MANAGEMENT - FINANCIAL SERVICES -) Responsible for all external and internal inquiries about owner accounts while leading a team of 15 across 3 sites in the United States. Supported team Human Resources processes including onboarding and offboarding, internal talent acquisition, interviewing, hiring, benefits, training, coaching, and separation. Led account management team, increased employee engagement scores by 30% through team building exercises fostering a positive work environment. Fostered a high-performing team culture, reduced turnover by 25% over 4 years. Ensured policy adherence while maintaining a supportive work environment. Designed and produced live on-line training program to increase productivity by more than 20%. Analyzed and tested during the implementation of Oracle and Paymentus systems. Collaborated with business partners to refine processes, ensuring optimal performance and adaptability. Coordinated preparation activities for implementation of Oracle, ensured timely completion and success while reducing systems from 50 down to 3. Created email queues to orchestrate seamless communication across 7 departments which optimized team case workflow, and increased efficiency, allowing for 20% more cases to be completed within the approved turnaround time. Implemented KPI-driven strategies, achieved 100% efficiency on audits and enhanced customer satisfaction. MANAGER SALES QUALITY ASSURANCE (CUSTOMER SERVICE/SUCCESS) -) Oversaw all timeshare real estate transactions and after sale follow-up while leading a team of 12 across 2 sites. Supported team Human Resources processes including onboarding and offboarding, internal talent acquisition, interviewing, hiring, benefits, training, coaching, and separation. Conducted comprehensive data analysis to create site SOPs, improving operational consistency and compliance across properties. Established monthly performance reviews which boosted team productivity and met monthly sales cancellation targets. Strategized with sales leaders which reduced cancellations and enhanced customer satisfaction. Implemented training programs for customer retention, resulting in improved monthly performance, up to 100% retention. Led cross-functional team to enhance document accuracy, reduced error rates, and gained trust in real estate transactions. Streamlined communication systems, ensuring up-to-date real estate documents were accessible, enhancing team efficiency, and client satisfaction with closing time reduced by 50%. HILTON GRAND VACATIONS | Las Vegas, NV - REGIONAL SENIOR MANAGER OF QUALITY ASSURANCE (CUSTOMER SERVICE/SUCCESS) Oversaw all timeshare real estate transactions and after sale follow-up while leading a team of 25 across 4 sites. Supported team Human Resources processes including onboarding and offboarding, internal talent acquisition, interviewing, hiring, benefits, training, coaching, and separation. Created and implemented region-wide QA policies and procedures, ensuring alignment with company and legal standards. Implemented training programs, overseeing training content and schedule. Standardized processes, enhanced compliance and reduced errors by 97% with the development of a checks and balances system, while maintaining consistency across sites resulting in the team closing over $250M in annual sales. Guided customer service teams, ensuring legal compliance in timeshare transactions, enhancing client trust and reducing rescission to less than 10% regionally. Directed teams in a call center-like environment, consistently achieving or exceeding sales targets and improving performance through monthly KPI reviews. Increased customer satisfaction and operational efficiency across the company with the creation of the Owner Relations Specialist role. Influenced company-wide adoption, demonstrating measurable improvements in customer loyalty by more than 10%. Analyzed customer data to identify trends and pivoted to implementing solutions, which improved client retention and satisfaction across multiple regions. Awarded ARDA (top industry-wide award); Hilton Global Award for Sales and Marketing in Customer Service; Annual Hilton Grand Vacations Award of Excellence in Customer Service for Las Vegas region. Education University of California-Santa Barbara, Santa Barbara, CA Bachelor of Arts, Communications, cum Laude Bachelor of Arts, Theatre, cum Laude Key Realty, Las Vegas, NV Nevada Real Estate Broker License #BS- Volunteer Work ·   Heartbeat Council – volunteer committee at Wyndham. Communications Director. Event Planning ·   Doral Cactus PTSO – volunteer fundraising. Communications Director and Secretary ·   Toastmasters - Treasurer for speaking group ·   Soccer Coach – Coach for youth soccer team ·   Veteran’s Day Parade – Co-emcee 2nd largest Veteran’s Day Parade in the nation