Ismail Lahniti
Montreal,Quebec
Summary
Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
Work History
Business Specialist
INDIGO Group
2 2022 - 3 2024
- Led financial alignment through budgeting, integrated Zendesk for better customer service, optimized parking operations, and streamlined staffing
- Enhanced service delivery and customer satisfaction through data-driven solutions, demonstrating leadership in a fast-paced environment
- Led budgeting processes, aligning financial strategies with corporate objectives, resulting in a 15% reduction in overhead costs
- Integrated Zendesk as Product Owner, significantly improving customer service efficiency and reducing response times by 30%
- Migrated to advanced parking systems, optimizing operations and enhancing the parking experience for employees and customers
- Streamlined staffing operations, ensuring consistent service delivery, leading to a 20% increase in customer satisfaction
- Resolved customer escalations effectively, demonstrating a commitment to service excellence
- Implemented performance management reporting systems, enhancing transparency and accountability in operations.
Media Account Consultant
Yellow Pages / Pages Jaunes - Canada
08.2020 - 09.2021
- Developed successful B2B strategies, enhancing client visibility and retention by 20%
- Aligned marketing efforts with business objectives, driving impactful results
- Cultivated strong client relationships and consistently exceeded sales targets through strategic planning and effective communication
- Developed and executed B2B prospecting strategies, building a robust sales pipeline that exceeded targets by 25%
- Analyzed and optimized marketing strategies for small and medium-sized businesses, driving a 20% increase in client visibility
- Presented strategic findings to stakeholders, effectively aligning marketing efforts with business objectives
- Established strong client relationships, leading to a 15% increase in client retention and loyalty.
Customer Service Specialist
Desjardins
08.2019 - 03.2020
- Handled client inquiries related to personal financing, maintaining high satisfaction levels
- Trained recruits, boosting team performance by 15%
- Demonstrated strong communication skills and a customer-centric approach, ensuring effective service delivery
- Managed client inquiries related to personal financing products, delivering high-quality service and maintaining client satisfaction
- Trained new recruits, improving team performance by 15% through targeted data analysis and performance tracking.
Contact Agent, Client Development Center
Intact
12.2018 - 08.2019
- Collected and cleaned data, improving customer insight accuracy
- Analyzed customer satisfaction to better align marketing strategies
- Played a key role in refining data for enhanced decision-making, contributing to overall marketing success
- Collected and cleaned data, contributing to the company's marketing strategy by improving the accuracy of customer insights
- Conducted customer satisfaction analysis, enabling the company to better understand and meet customer needs.
Pension Administrator
Aon
09.2018 - 11.2018
- Managed client inquiries with precision, ensuring high satisfaction and trust
- Streamlined pension processes, improving service efficiency
- Focused on detail and professionalism, consistently meeting client expectations and fostering long-term relationships
- Managed client inquiries with precision, ensuring timely and accurate responses while maintaining a high standard of professionalism
- Documented and streamlined pension processes, enhancing client satisfaction and trust in services.
Education
Certification - Data Analytics
Coursera
01.2021 - 05.2021
Professional Degree - Industrial Drafting
Aviron Technical Institute Montréal
03.2017 - 05.2018
Bachelor's degree - Business/Commerce, General
ESCA Ecole De Management
Casablanca, Morocco 09.2011 - 05.2014
Skills
Data Analysis
Process management
Project Management
Data Analysis
Process management
Effective Communication
Operations Management
Product Management
Requirements Gathering
Business process improvement
SQL Proficiency
CRM Systems
Certification
Digital Leader Training Professional Certificate by Google Cloud
Languages
French
English
Projects
Query Intent Research & Analysis, 01/01/24, Present, Handled client inquiries related to personal financing, maintaining high satisfaction levels, Trained recruits, boosting team performance by 15%, Demonstrated strong communication skills and a customer-centric approach, ensuring effective service delivery, Managed client inquiries related to personal financing products, delivering high-quality service and maintaining client satisfaction, Trained new recruits, improving team performance by 15% through targeted data analysis and performance tracking Contact Agent, Client Development Center, 12/01/18, 08/01/19, Collected and cleaned data, improving customer insight accuracy, Analyzed customer satisfaction to better align marketing strategies, Played a key role in refining data for enhanced decision-making, contributing to overall marketing success, Collected and cleaned data, contributing to the company's marketing strategy by improving the accuracy of customer insights, Conducted customer satisfaction analysis, enabling the company to better understand and meet customer needs Pension Administrator, 09/01/18, 11/01/18, Managed client inquiries with precision, ensuring high satisfaction and trust, Streamlined pension processes, improving service efficiency, Focused on detail and professionalism, consistently meeting client expectations and fostering long-term relationships, Managed client inquiries with precision, ensuring timely and accurate responses while maintaining a high standard of professionalism, Documented and streamlined pension processes, enhancing client satisfaction and trust in services
Timeline
Certification - Data Analytics
Coursera
01.2021 - 05.2021
Media Account Consultant
Yellow Pages / Pages Jaunes - Canada
08.2020 - 09.2021
Customer Service Specialist
Desjardins
08.2019 - 03.2020
Contact Agent, Client Development Center
Intact
12.2018 - 08.2019
Pension Administrator
Aon
09.2018 - 11.2018
Professional Degree - Industrial Drafting
Aviron Technical Institute Montréal
03.2017 - 05.2018
Bachelor's degree - Business/Commerce, General
ESCA Ecole De Management
09.2011 - 05.2014
Business Specialist
INDIGO Group
2 2022 - 3 2024
Digital Leader Training Professional Certificate by Google Cloud
Microsoft Business Analyst Professional Certificate by Microsoft
Business Analysis Fundamentals by Microsoft
Data Analyst Professional Certificate by IBM
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