Darien Lam

Darien Lam is an accomplished project lead at EC Healthcare since May 2021, specializing in customer satisfaction improvement and operational excellence within the call center environment. Notable achievements include enhancing customer satisfaction scores by 2% and implementing a comprehensive complaint handling system. Darien has also successfully developed operational KPIs and led data analytics initiatives that improved call center performance metrics by 10% in agent productivity. Prior experience includes roles at ACW Distribution (HK) Limited and the Community College of City University, focusing on IT support and data analysis. Darien holds a Bachelor of Science (Hons) in Statistical Analysis from Hong Kong Metropolitan University and an Associate's degree in Applied Business Statistics from City University of Hong Kong.