Kamal Hilmi
Missisauga,Ontario
Summary
Goal-oriented, bilingual, and multicultural individual with a strong background in customer success and account management. Over 6 years of experience helping clients maximize the value of their solutions. Passionate about building strong and trusting relationships with clients to meet their needs and align with their goals. Collaborated closely with clients in the insurance and public sectors, guiding them through onboarding, providing ongoing support and training. Utilized data insights to effectively demonstrate the full impact of our solutions on their business outcomes and communities. Knowledgeable Client Success Specialist with proven track record in representing and promoting organizational objectives. Successfully forged strong relationships with diverse stakeholders, enhancing brand visibility and credibility. Demonstrated expertise in communication and diplomacy to foster positive engagements.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Client Relations Specialist
Accident Support Services International LTD.
06.2023 - Current
- Established rapport with potential partner Insurance companies and Police Services during sales calls, leading to increased conversion rates from prospects into active clients.
- Logged training sessions conducted, call information, and solutions provided into our internal CRM database. Using our CRM software, followed up in a timely manner on all action items maintaining customer satisfaction.
- Consistently met or exceeded performance metrics by prioritizing tasks effectively and maintaining a strong focus on achieving results.
- Managed a diverse portfolio of over 50 clients, ensuring their needs were met, their staff trained on our software and expectations exceeded.
- Championed process improvements by analyzing workflows, recommending changes, and monitoring results post implementation.
- Lead and assisted in over 10 internal and external marketing projects.
- Attended over 20 trade shows and networking events, designed marketing material, and sourced branded products for the events, increasing brand awareness withing the market.
Volunteer Ambassador - Client Outreach Team
Womens In Insurance Cancer Crusaders(WICC)
09.2024 - Current
- Acted as an Ambassador for WICC, representing the organization at key insurance industry events and functions to promote cancer research and education.
- Developed and maintained strong relationships with industry executives, peers, and stakeholders to further WICC's mission and create opportunities for collaboration.
- Engaged with industry professionals and organizations to raise awareness and generate funds for cancer research and support services.
- Provided mentorship to other professionals within the insurance sector, fostering a supportive environment aligned with WICC's goals of improving the lives of those affected by cancer.
- Actively communicated WICC's mission to unite the Canadian insurance community in support of cancer-related causes, enhancing its visibility within the industry.
Online Ecommerce Business
Self Employed
07.2019 - 06.2023
- Built, maintained, managed, and marketed my own e-commerce store on the Shopify platform
- Developed and maintained courteous and effective working relationships with my Chinese suppliers
- Used Facebook ads, Google PPC, and SEO to drive traffic to my website with a high conversion rate
- Made custom product video ads to drive up sales
- Resolved problems, improved operations, and provided exceptional customer service and shipping speed
Intern
Deloitte
01.2015 - 12.2015
- Company Overview: Middle East
- Assisted in the completion of a RACI Matrix
- Middle East
Lead Customer Support Representative
Scotiabank
01.2016 - 01.2019
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions, and implementing best solutions maintaining an average customer satisfaction rate of 95%+
- In charge of opening and closing the branch as well as counting cash and ensuring our books are balanced at the end of the day
- Received and processed stock into the inventory management system
Education
BBA - Business Management
University Of Toronto
Toronto, ON01-2025
Time Management, Goal Setting And Career Management Courses -
Harvard University
Online01.2013
Highschool Diploma -
Rickhanson Secondary School
Mississauga, ON01.2012
Skills
- Customer Support Specialist
- Communication, Sales, Training and Networking Expert
- Business Management and Development
- Great Time Management Skills
- Cross-cultural collaboration
- Research and analysis
- Thought leadership
- Innovative
- Decision making
- Multi-tasking
- Microsoft Office Suites & Canva
Websites
Accomplishments
- Streamlined Client Onboarding : Reduced the average client onboarding time by creating efficient workflows, resulting in quicker client ramp-up and enhanced satisfaction.
- Client Satisfaction Scores : Consistently achieved high client satisfaction ratings, by delivering exceptional customer service and ensuring prompt resolution of issues.
- Marketing: Designed, created and procured various marketing banners, products and videos to be used in internal and external brand awareness campaigns.
- Revenue Growth : Increased sales from existing clients through upselling and cross-selling strategies, enhancing customer satisfaction while meeting business growth goals.
Certification
- Joint Health and Safety Committee Certification
- Multiple Google Ads Certifications
- Smart Serve
Languages
English
Native or Bilingual
Arabic
Native or Bilingual
Timeline
Volunteer Ambassador - Client Outreach Team
Womens In Insurance Cancer Crusaders(WICC)
09.2024 - Current
Client Relations Specialist
Accident Support Services International LTD.
06.2023 - Current
Online Ecommerce Business
Self Employed
07.2019 - 06.2023
Lead Customer Support Representative
Scotiabank
01.2016 - 01.2019
Intern
Deloitte
01.2015 - 12.2015
BBA - Business Management
University Of Toronto
Time Management, Goal Setting And Career Management Courses -
Harvard University
Highschool Diploma -
Rickhanson Secondary School
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