Cristina Y Lam

Experienced strategic Human Resources leader with expertise in aligning people strategy with business goals, driving workforce transformation, and optimizing Human Resources operations. Proven track record in Human Resources analytics, change management, and talent strategy to enhance employee performance, engagement, and retention.  Strong leadership with cross-functional collaboration in fostering a positive workplace culture and optimizing workforce solutions. 

THE CHEESECAKE FACTORY BAKERY - WCB ∙ Agoura Hills, CA ∙ Nov. 2022 - Present

Lead manufacturing bakery relentlessly focused on creating and making cheesecake recipes that amaze and delight restaurant patrons and retail consumers.  

Human Resources Manager – West Coast Bakery

I collaborate with business leaders to develop workforce strategies that strengthen HR operations, drive employee engagement, and support overall organizational success. I provide strategic guidance on talent planning, leadership development, and performance management to foster a high-performance culture aligned with company objectives.  Overseeing all HR functions, I manage recruitment, employee relations, compliance, and workforce development initiatives to ensure operations are efficient, legally compliant, and people-centric. I play a key role in shaping a positive workplace culture by leading employee recognition programs, engagement initiatives, and retention strategies, while also organizing holiday events and milestone celebrations to build community and appreciation.

Key Accomplishments:

• Increased employee engagement by boosting participation in the annual "Share Your Voice" engagement survey from 82% to 98.5%, achieving a 3% overall engagement rate increase, leading to more actionable insights and improved workplace initiatives.
• Strengthened communication and collaboration across HR leadership teams, breaking down silos and enhancing cross-functional project efficiency by 40%, ensuring more aligned and streamlined HR operations across branches.
• Optimized HR technology adoption, improving system usage rates by 35% among employees and managers. Enhanced communication, performance evaluations, and leadership collaboration, resulting in a 25% increase in HR response time and greater overall efficiency across departments.
• Implemented a performance management approach that promotes continuous feedback and transparent goal setting, while also driving HR technology enhancements and process improvements to elevate both the employee experience and operational efficiency.

ROOFTOP DIGITAL LLC ∙ Agoura Hills, CA ∙ Aug. 2021 – Nov. 2022

Top 5 leading marketing agencies and publishers that generate email performance marketing solutions for various industries.

People Operations Manager

Led the People Operations department, driving strategic HR initiatives to optimize employee engagement, streamline processes, and enhance organizational efficiency. Spearheaded audits of all HR functions, implementing immediate improvements across critical people systems, including the Company Intranet, HRIS, Payroll Processing, and internal communication platforms. Served as the main key role in modernizing outdated processes, leading the digital transformation of HR operations and fostering a culture shift toward data-driven decision-making. Designed and implemented a comprehensive performance management system that aligned employee objectives with business goals, introduced transparency through measurable metrics, and established a continuous feedback culture between managers and employees.

Key Accomplishments:

• Developed and executed the company’s first post-pandemic Workforce Return-to-Onsite Action Plan, facilitating the seamless transition of 100% of corporate employees back to on-site operations. The plan included strategic office space planning to accommodate safety guidelines, health and safety management measures, and structured reintegration timelines. Conducted safety training for 100% of returning employees, implemented mandatory Business Code-of-Conduct training courses, and established COVID-19 exposure workflows and protocols, ensuring a zero major incident rate post-implementation.
• Revived and implemented a new Employee Performance Management program, successfully launching four evaluation cycles impacting 100% of employees across all departments. The rollout included the development of comprehensive manager and employee guides, customized training sessions attended by over 90% of leadership, and system-wide performance tracking improvements. Established weekly communications and programming updates, leading to a 30% increase in performance review completion rates and improved goal alignment and feedback consistency.

RIGZ LLC ∙ San Fernando, CA ∙ Jan. 2019 – Sep. 2021

Leading Transportation Solutions Platform (SaaS) that uses innovative technology for services to freight brokerages and carriers.

Vice President, Operations and Compliance 

Led the Operations and Administration departments, developing and executing strategies, policies, and procedures to enhance customer experience, operational efficiency, and employee performance. Strengthened cross-functional collaboration by reestablishing first-line operational communication between administrators, the Business Development team, and the Logistics Customer Service division.

• Optimized contract and compliance processes by redesigning carrier and client agreements to align with Department of Transportation (D.O.T.) regulations and company requirements, ensuring 100% adherence to industry standards and mitigating compliance risks.
• Overhauled Human Resources functions, implementing workforce development strategies that increased employee retention by 8%, improved state/federal compliance processes, and enhanced overall HR department performance.
• Championed digital transformation by modernizing outdated operational workflows, introducing data-driven decision-making frameworks, and implementing technology-driven solutions to improve efficiency and accountability across teams.
• Drove business scalability and sustainability, navigating financial challenges—including operating with negative equity and severe cash flow constraints—to maintain client satisfaction among 18,000+ customers by restructuring employee training, data analysis processes, and operational objectives to meet critical service timelines.

Key Accomplishments:

• Navigated financial instability, operating with negative equity and severe cash flow constraints, while maintaining a 98% client satisfaction rate across 18,000+ customers. Implemented a customer-centric strategy, redesigning employee training programs, leveraging system data analysis, and restructuring operations personnel to meet service deadlines. These initiatives resulted in a 35% improvement in response times for complex freight logistics issues and increased client retention by 8%.
• Led the company’s relocation efforts, successfully transitioning operations out of the country and state while maintaining 100% continuity in customer support and zero disruption to critical business functions. Developed transition plans, regulatory compliance strategies, and cross-border workforce support models to sustain productivity and service levels.
• Developed and launched the company’s first Standard Operating Procedure (SOP), integrating training modules that improved employee efficiency. Fostered a culture of continuous learning, mutual respect, and high-impact leadership, resulting in a 40% increase in training completion rates and a 25% boost in employee engagement scores.
• Revitalized Human Resources credibility by establishing direct communication channels between employees, management, and leadership. Implemented a structured feedback system, increasing employee satisfaction scores by 4%, improving retention rates by 3%, and enhancing HR responsiveness to workforce concerns by reducing resolution times.

AS Associate's Degree - Drafting and Design Technologies