AKRAM KANAAN
Montreal,QC
Summary
Personable and dedicated Customer success manager and sales Representative with extensive experience in customer service and sales. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Customer Success Associate
Element fleet management
Remote
2023.05 - Current
- Analyzed customer data to identify trends and opportunities for improvement.
- Provided customer onboarding and training to ensure successful product adoption.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Managed customer inquiries and complaints in a professional manner.
- Researched new technologies and initiatives to improve customer experience.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Created reports outlining customer usage and retention metrics.
- Conducted regular check-ins with clients to ensure their needs were met.
- Delivered presentations on product features, benefits, and value propositions at conferences or webinars.
- Developed custom solutions for customers based on their individual business objectives.
- Provided guidance on how customers can maximize the value they receive from products and services.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
Customer Service Representative
Lifeworks
Montreal , QC
2022.02 - Current
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Care Navigator
Telus Health
Montreal , QC
2022.11 - 2023.05
- Scheduled patient appointments and specific treatments.
- Engaged patients, healthcare providers, employers and approved parties in determination of functional abilities.
- Maintained professional relationships with healthcare providers.
- Identified patient needs and desires and communicated to healthcare professionals.
- Documented patient information in appropriate systems to guarantee care coordination throughout patient care continuum.
- Contacted patients to provide appointment reminders.
Customer Service Representative
Sunlife Financial
Montreal , QC
2021.05 - 2022.11
- Documented conversations with customers to track requests, problems and solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Reviewed account and service histories to identify trends and issues.
- Set up and activated customer accounts.
Store Associate
Provigo
Montreal , QC
2021.11 - 2022.02
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
- Monitored sales floor to identify customers in need of assistance and merchandise in need of replenishment.
- Arranged merchandise for display to highlight new styles, attract customers and enhance sales.
- Answered questions about current promotions and resolved issues according to store policies.
- Stocked, replenished and organized inventory to keep store merchandise fresh.
- Responded to customer questions about products and services.
- Maintained friendly, outgoing personality to promote positive work environment and build customer loyalty.
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Helped customers by answering questions and locating merchandise.
Store Manager
Louisa cafe, Taipei
, Taiwan
2018.05 - 2019.01
- In this position i worked in a friend's coffee shop in Taipei, Taiwan
- My role was to help making drinks and making sure the food is prepared,
- Cashier.
- Customer service.
- Stocking merchandise, ordering merchandise, cleaning and preparing produce and managing the stuff.
Professional Sales and Account Manager
Telco management
Vancouver , BC
2013.11 - 2015.09
- Telco management was a direct sales agency (Call center) based in Vancouver, Canada focused on sales over the phone and telemarketing.
- I was assigned to increase the sales volume of the French, Arabic, and English speaking markets as my task.
- Managing accounts of over 100 individual clients.
- Direct Sales.
- Lead generation through cold calling.
- Sell a minimum of $500 USD a day. Requiered.
- In charge of the French, English and Arabic markets.
- Up-selling your existing customers every 2 weeks.
- Cold calling new clients everyday to build a new database.
Sales Consultant
First United consultants
Montreal , QC
2012.02 - 2013.09
- First united consultants was a call center focused on selling financial services.
- Cold calling potential new clients everyday.
- Managing existing clients accounts.
- convincing and selling new leads.
- Getting details about the clients current financial state.
- Good customer service was a must.
- Date entry.
Sales and Account Manager
Elite marketing
Los Angeles , CA
2011.05 - 2011.11
- Elite marketing is a start-up focused on direct sales and reselling products online, over the phone, and door to door.
- My task was to increase sales and help other sales teams do the same.
- I was a team trainer and assigned 5 sales people to help them increase or hit their sales quota.
- I guided my team to make calls, open the sale, build interest and send it to me to close.
- Making sure the team makes at least 100 phone calls in an 8 hour shift.
- Monitoring the calls.
- Training my sales team.
- Quality control each deal.
- Lead generation.
Sales Associate
Organic Seo marketing
Los Angeles , CA
2010.07 - 2011.05
- Organic SEO Marketing is an online marketing agency based in Los Angeles, California, offering SEO and online marketing services.
- In charge of acquiring new customers, setting appointments with them, following up and closing deals depending on what marketing package they needed.
- Acquiring new customers through online marketing and cold calling
- Analyzing their website placement on Google and other search engines.
- Opening and closing Sales deals.
- Closing new agents sales deals (over$5,000 USD).
- Training new sales agents.
- Running the weeks sales meeting at the office.
- Building sales teams and training them..
Education
High School -
Stone Coast Academy
Miami, FloridaActing -
The Hollywood Film And Acting Academy
Los Angeles, CaliforniaHigh School -
De Lasalle High School
Ottawa, ONChinese Language
Taiwan National Normal University
Taipei, TaiwanBusiness Administration
Mingchuan University
Taipei, TaiwanSkills
- Payment processing
- Customer assistance
- Problem resolution
- Team building
- Decision-making
- Working collaboratively
- Organization
- Relationship building
- Work ethic
- Time management
- Training & Development
Languages
English
Native/ Bilingual
French
Native/ Bilingual
Arabic
Native/ Bilingual
Chinese (Mandarin)
Limited
Timeline
Customer Success Associate
Element fleet management
2023.05 - Current
Care Navigator
Telus Health
2022.11 - 2023.05
Customer Service Representative
Lifeworks
2022.02 - Current
Store Associate
Provigo
2021.11 - 2022.02
Customer Service Representative
Sunlife Financial
2021.05 - 2022.11
Store Manager
Louisa cafe, Taipei
2018.05 - 2019.01
Professional Sales and Account Manager
Telco management
2013.11 - 2015.09
Sales Consultant
First United consultants
2012.02 - 2013.09
Sales and Account Manager
Elite marketing
2011.05 - 2011.11
Sales Associate
Organic Seo marketing
2010.07 - 2011.05
High School -
Stone Coast Academy
Acting -
The Hollywood Film And Acting Academy
High School -
De Lasalle High School
Chinese Language
Taiwan National Normal University
Business Administration
Mingchuan University
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