Summary
Overview
Work History
Education
Skills
Timeline
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WALEED HAKIM

Student Support & Educational Services Professional
Montreal,QC

Summary

Experienced student support and educational services professional with over 7 years in online and in-person learning environments. Skilled in fostering student engagement, improving access to educational resources, and supporting digital learning experiences across diverse cultural contexts. Background includes working with global education providers and implementing tools that enhance student onboarding and retention. Passionate about helping learners succeed and thrive in a supportive, inclusive environment.

Overview

18
18
years of professional experience
6
6
years of post-secondary education
4
4
Languages

Work History

Sales and Student Customer Service Executive

British Council - English Online
Montreal, QC
10.2022 - Current
  • Company Overview: The British Council is the United Kingdom's international organization for cultural relations and educational opportunities, delivering English language education worldwide.
  • Handled over 13,800 student queries in one year through live chat and email, maintaining a 24-hour response time.
  • Achieved a 97% quality audit score, exceeding the departmental KPI of 90%.
  • Supported students across CEFR levels A1 to C1, mapping their learning journey toward IELTS preparation.
  • Designed and implemented an emergency teacher cover system using Microsoft Forms and Power Automate.
  • Selected by the Head of Digital to contribute to Userpilot updates improving platform engagement.
  • Supported the STEP Program for Ukrainian and Afghan refugees through EnglishScore app assessments.
  • The British Council is the United Kingdom's international organization for cultural relations and educational opportunities, delivering English language education worldwide.

Client Advisor

Royal Bank of Canada
Ottawa, Ontario
06.2021 - 10.2022
  • Handled daily financial transactions and resolved client inquiries.
  • Managed daily cash deliveries up to CAD 50,000.
  • Led the RBC Vantage loyalty program initiative and trained new team members.
  • Won the Regional Quarterly Award for highest investment referrals in the Ottawa Capital Region.

Customer Services Lead - English Teaching Centre & Exams

British Council
Dubai, United Arab Emirates
12.2019 - 04.2021
  • Managed a 9-member Student Support Team for English Teaching Centre and Exams operations.
  • Digitized student support services during COVID-19, reducing in-branch congestion.
  • Launched the Student Liaison Service to provide individualized support to students.
  • Partnered with local organizations to create part-time jobs for young people with impairments.
  • Served on procurement, hiring, and disciplinary panels.

Interim Customer Services Lead - English Teaching Centre & Exams

British Council
Doha, Qatar
04.2019 - 12.2019
  • Led an 8-member team, improving cross-functional collaboration and service standards.
  • Achieved a 45% increase in student registrations through operational enhancements.
  • Commended by the Director of British Council Qatar for leadership and service improvements.

Customer Services Advisor - English Teaching Centre & Exams

British Council
Dubai, United Arab Emirates
03.2017 - 04.2019
  • Supported students and IELTS candidates with enrollment, payments, and course placement.
  • Conducted English level tests and advised on CEFR placement.
  • Led the Early Years customer initiative and trained staff.
  • Editor of 'CS Buzz' national Customer Service newsletter.

Web Content Editor & Project Manager

Woweez Games
Sharjah, United Arab Emirates
11.2010 - 03.2016
  • Supervised a team of developers and designers, providing creative input to enhance project outcomes.
  • Studied major gaming trends and created a game board system categorizing projects (minor, mid-sized, hardcore), enabling more strategic resource allocation and focus on high-potential games.
  • Created and managed Woweez's online presence, including websites, Facebook pages, Twitter accounts, and other social media channels.

Call Centre Agent

Etisalat Telecommunications
Ajman, United Arab Emirates
09.2007 - 11.2010
  • Handled general, technical and billing inquiries for
    Mobile, Internet and landline service in Arabic, English and Urdu.
  • Registered and escalated complaints to relevant departments and responded back to the customer with the resolved or pending complaints.
  • Co-coordinating with a consultancy group to improve the customer experience and services.

Education

Graphic Design & Digital Marketing -

InFocus Film School
Vancouver, BC
09.2021 - 04.2022

BSc in Business Management -

London School of Economics And Political Science
London, United Kingdom
09.2010 - 09.2015

Skills

  • Salesforce

  • Microsoft Office 365

  • MailChimp

  • Figma

  • Sketch

  • Adobe Illustrator

  • Photoshop

  • Constant Contact

  • Online Learning Platforms

Timeline

Sales and Student Customer Service Executive

British Council - English Online
10.2022 - Current

Graphic Design & Digital Marketing -

InFocus Film School
09.2021 - 04.2022

Client Advisor

Royal Bank of Canada
06.2021 - 10.2022

Customer Services Lead - English Teaching Centre & Exams

British Council
12.2019 - 04.2021

Interim Customer Services Lead - English Teaching Centre & Exams

British Council
04.2019 - 12.2019

Customer Services Advisor - English Teaching Centre & Exams

British Council
03.2017 - 04.2019

Web Content Editor & Project Manager

Woweez Games
11.2010 - 03.2016

BSc in Business Management -

London School of Economics And Political Science
09.2010 - 09.2015

Call Centre Agent

Etisalat Telecommunications
09.2007 - 11.2010

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WALEED HAKIMStudent Support & Educational Services Professional