Sun Basket - Kim Ngan Lam
Company: Sun Basket, San Jose, CA
Company Description: Sun Basket makes it easy to cook healthy. Organic, sustainably sourced ingredients and delicious recipes, delivered directly to your door every week ready to eat in between 20 & 45 mins!
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Young Customer Service Professional of the Year - Other Service Industries
Nomination Title: Kim Ngan Lam
Tell the story about what this nominee achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Customer service is a key lifeblood of any organization. For a subscription-based startup, this is even more so as your customers “vote” on a weekly basis if they believe your service is a viable one that they not only see value in, but also believe will be there to help them when something goes wrong. The Meal Kit industry has become an even more crowded road just within the last year, and the many options available for a customer's business is ever expanding. This has driven elevated customer expectations significantly. Customers are more vocal and willing to share their customer experiences, good and bad across the vast array of media options more so now than ever . The handling of the customer experience is also evolving, frankly, in a race to keep pace and exceed customers expectations. The successful customer service team relies on the presence of resourceful, determined, and customer focused solution driven individuals. They handle every scenario imaginable from logistics, to health and safety, natural disaster and weather event related issues.
At Sun Basket, we were able to bring onto our team one such individual Kim Lam. Kim possesses all of these skills, traits, and has been nothing short of a swiss army knife for our company and our customer's. Kim came to Sun Basket with no previous direct Customer Service experience or Contact Center experience. Her experience was primarily in education and marketing. Shas been with the company since February of 2017, within 3 months of her hiring she interviewed amongst several other more tenured candidates and was promoted to a Customer Service Lead position based on her thorough knowledge and demonstration of her will to create an amazing customer experience no matter the scenario. In her role, she assisted in the onboarding of new agents, handled customer escalations, financial disputes, and supported staff development projects. In late 2017, she was asked to rejoin the Customer Service team as an agent after having spent 5 months in a leadership position due to business needs. She did so without hesitation and once again showed us why she is our Stevie Award Nominee for Young Customer Service Professional this year. From the period of October 2017 to present she has been in the top 3 saves for our department weekly, with an astounding average of a 54% retention rate, and a total of 446 retained customers . Compared to our company average of 21% retention, which is extremely competitive for our industry.
Her adaptability is evident daily, but is not surprising considering her life experience. As an immigrant from Southeast Asia in the late 90’s, after spending time in a Refugee Camp with her family they were sponsored and soon came to Los Angeles, California until they relocated to the San Francisco Bay Area in 2005. During these transitions, she spent time in 10 different primary and middle schools over a span of 6 years. She then went on to graduate high school and traveled to Japan for 2 years, working as a Montessori School English Instructor and as an intern for a Japanese marketing firm, where she nimbly learned Japanese and is now fluent in her 4th language, which include Chinese, Vietnamese, English.
All these skills, and her amazing service attitude and approach toward the business, the customer's and her peers are some of many reasons why Kim Lam is one of our Steve Award Nominees for the Customer Service Young Professional award this year.