Summary
Overview
Work History
Education
Skills
Timeline
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Kathleen Lam

Auckland,New Zealand

Summary

Highly self-motivated and results-driven professional with over five years of client-facing experience in retail, customer service, and sales strategy execution. Demonstrated expertise in campaign execution, POSM compliance, and operational coordination, with hands-on experience in on-site store execution and brand alignment. Proven ability to build and maintain strong relationships with clients and partners, as well as deliver effective frontline staff training to support promotional campaigns. Skilled in cross-functional collaboration, stakeholder engagement, and feedback analysis for continuous improvement. Trilingual in English, Mandarin, and Cantonese, with strong interpersonal and critical thinking skills.

Currently based in New Zealand, with plans to return to Hong Kong in October 2025.

Overview

5
5
years of professional experience

Work History

Sales Consultant (Electrical)

Harvey Norman
07.2023 - Current
  • Delivered tailored product recommendations and in-depth appliance knowledge to meet customer needs and boost conversion rates.
  • Provided multilingual support (English, Mandarin, Cantonese) to enhance the shopping experience for diverse customers and ensure clear communication of product benefits.
  • Communicated regularly with sales representatives of different brands to understand various sales campaigns and effectively deliver relevant promotions and information to customers.
  • Handled high volumes of phone and in-store enquiries, resolving product-related issues and providing after-sales support to maintain customer satisfaction.
  • Collaborated with internal departments to communicate customer feedback and enhance retail operations.

Store Manager

Vape2go
11.2021 - 07.2023
  • Developed and executed sales promotions and local campaigns, achieving and exceeding monthly revenue targets.
    Collected and analyzed customer feedback to identify service gaps, then implemented corrective actions to optimize customer satisfaction.
  • Recruited, trained, and supervised frontline staff, ensuring consistent product knowledge and adherence to operational standards.
    Oversaw daily operations, including inventory control, reporting, and stakeholder communication.
  • Analyzed store sales performance into regular reports for stakeholders.
  • Maintained effective communication with suppliers, negotiating terms and establishing long-term partnerships to ensure consistent product availability and competitive pricing.

Sales Professional

David Jones Newmarket
05.2020 - 08.2021
  • Promoted seasonal campaigns and loyalty programs, educating customers on new product lines and driving repeat business.
  • Resolved customer complaints promptly, ensuring high levels of satisfaction and brand loyalty.
  • Maintained visual merchandising standards to ensure appealing product displays that attract customers and enhance in-store experience.
  • Collaborated with team members to analyze sales trends and optimize inventory stocking to meet customer demand effectively.

Education

Bachelor of International Hospitality Management - Accommodation Management

Auckland University of Technology
06.2020

NZQA Level 4 Certificate - undefined

Takapuna Grammar School
11.2016

Skills

  • Extensive frontline experience in customer-facing environments:
    Strong 5 years of client-facing experience in retail, delivering excellent customer service and building trusted client relationships
  • Hands-on operational management in dynamic settings:
    Skilled in monitoring daily operations, identifying challenges, and proactively applying solutions to improve efficiency
  • Effective communicator across languages and cultures:
    Strong communication skills with fluency in English, Mandarin, and Cantonese, enabling effective engagement with diverse clients and business partners
  • Technically proficient and detail-oriented:
    Proficient in Microsoft Office Suite (Excel, PowerPoint, Word) for data analysis, reporting, and presentation preparation
  • Continuous learner with a process improvement mindset:
    Proficient in gathering and analyzing feedback from customers and partners to drive ongoing process and performance improvements

Timeline

Sales Consultant (Electrical)

Harvey Norman
07.2023 - Current

Store Manager

Vape2go
11.2021 - 07.2023

Sales Professional

David Jones Newmarket
05.2020 - 08.2021

NZQA Level 4 Certificate - undefined

Takapuna Grammar School

Bachelor of International Hospitality Management - Accommodation Management

Auckland University of Technology

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Kathleen Lam