Abdelali LHAKKAOUI

About the Candidate

Abdelali LHAKKAOUI

OTTAWA, ON

343 542 6172

abdelali.lhakkaoui@gmail.com

www.linkedin.com/in/abdelali-lhakkaoui

 

SUMMARY OF SKILLS AND ABILITIES

 

§  Bilingual with excellent command of customer relationship management with 10 years of experience in banking customer service and 3 years in a call center;

§  Proficiency in information and communication technology;

§  Efficiently resolved client complaints by quickly identifying issues, providing tailored solutions, and ensuring thorough follow-up;

§  Enhanced client satisfaction by offering personalized solutions and addressing concerns in a professional and empathetic manner;

§  Ranked as the best sales consultant in 2017 in the Rabat Kenitra region;

§  Strong interpersonal and teamwork skills to contribute to a positive and professional     positive and professional work environment ;

§  Strong understanding of banking products and services, including credit cards, mortgages, investments, and insurance products;

§  Expertise in managing personal and commercial bank accounts, including account opening, loans, and lines of credits;

§  Strong knowledge of computer applications: Word, Excel, Power Point, SPHINX, TARS, SPSS

 

PROFESSIONAL EXPERIENCES

 

POPULAR BANK | Rabat-Morocco                                                                                                                          2017-2024

SALES ADVISOR

§  Promoted and sold loan services to clients, ensuring alignment with their financial needs. Consistently met or surpassed credit performance targets and objectives;

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§  Obtained relevant information and assessed applicants’ financial situations, including their credit history, debt-to-income ratio, and evaluation reports, in order to make recommendations for loan approval;

§  Analyzed risks and approved or rejected loan applications in collaboration with the branch manager according to delegated authority;

§  Ensured that all necessary information and documents were submitted to the loan underwriting department and correctly recorded as electronic files.

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POPULAR BANK | Rabat-Morocco                                                                                                                          2015-2017

PRODUCT MANAGER

§  Ensured, prospected, and opened accounts for new customer relationships in both individual and business markets;

§  Proposed and informed clients about product offerings, and ensured the sale and pre-sale of banking and insurance products, including monetary products, for retail clients;

§  Ensured compliance with applicable regulatory standards for activities and operations, particularly in financial security (KYC, AML-CFT), and managed risks of regulatory non-compliance by reporting any suspicions requiring declaration to the relevant authorities;

§  Processed succession cases efficiently, identified capital reuse opportunities, and contributed to the maintenance and development of commercial relationships;

§  Assumed interim responsibility for the branch manager position in their absence, achieving a significant increase in revenue.

 

 

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POPULAR BANK | Rabat-Morocco                                                                                                                            2013-2015

COMMERCIAL AGENT

§  Guaranteed the quality of customer reception at the agency and contributed to the continuous improvement of the Customer Experience;

§  Ensured the proper functioning of all automats available to the agency’s customers and the computer tools;

§  Guaranteed the reliable and diligent processing of banking operations (withdrawals, deposits, foreign exchange, account movements, etc.);

§  Ensured a good understanding of requests and a fast orientation towards the appropriate internal interlocutor;

§  Controlled the risks associated with banking operations by performing initial checks and controls;

§  Fostered customer loyalty by proposing complementary offers and promotions.

HP CDG IT SERVICES OF MOROCCO | Salé-Morocco                                                           2010-2013

CUSTOMER SERVICE REPRESENTATIVE

§  Processed reservation requests for the Accor group via phone, email, and online platforms, confirmed reservations, and entered information into the reservation system;

§  Provided detailed information on availability, rates, and services, efficiently resolved reservation and special request issues, while maintaining clear and professional communication with clients;

§  Collaborated with hotels to check availability and resolve issues, managed reservation cancellations and modifications, and updated client information in the system;

§  Generated reports on reservations, cancellations, and trends, monitored key performance indicators, and improved reservation processes and team performance.Bottom of Form

 

EDUCATION

SPECIALIZED MASTER IN MANAGEMENT AND INFORMATION SYSTEM CONSULTING                           2012-2014

High School Of Technology Sale, MOROCCO

Evaluated by WES, equivalent to a MASTER’S DEGREE

PROFESSIONAL DEGREE IN COMPUTER MANAGEMENT                                                                                2009-2010

Faculty of Legal, Economic and Social Sciences Mohammedia MOROCCO

UNIVERSITY DIPLOMA OF TECHNOLOGY MARKETING TECHNIQUES AND COMMUNICATION              2007-2009

High School Of Technology Sale MOROCCO

BACCALAUREATE ACCOUNTING MANAGEMENT TECHNIQUES                                                                    2006-2007

Mohammed V High School Goulmima MOROCCO

Evaluated by WES, equivalent to SECONDARY SCHOOL DIPLOMA

 

VOLUNTEERING

 

When an earthquake struck the El Haouz region in Morocco in September 2023, I voluntarily participated in

several activities, namely:

§  Participating in donation drives (collecting clothes, food, medicine, and hygiene products);

§  Sorting the collected donations;

§  Assisting in collecting and packaging bags to be transported to the affected areas;

§  Providing assistance to the teams on the ground.