Sahil Hokabaj
Ahmedabad
Summary
Dynamic professional with a proven track record at CIBC, excelling in client relationship management and training facilitation. Adept at optimizing processes and mentoring employees, I have successfully enhanced training relevance and improved client interactions. My creative problem-solving skills and financial services expertise drive exceptional results in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Progress Support Leader
CIBC
Regina
12.2024 - 07.2025
- Engaged in ongoing learning as a Telephone Banking subject matter expert in partnership with Talent Development.
- Delivered current client situations to strengthen training relevance.
- Collaborated with Team Leader and Facilitator to assess new hires' behavioral development.
Observed training sessions to identify emotional cues impacting learning. - Partnered with facilitator to address missed emotional cues and reinforce appropriate behaviors.
Facilitated 14-day peer mentoring sessions, aiding new employees in skill application. - Addressed employee questions effectively while providing support for client interactions.
- Administered incentive programs, ensuring accurate tracking and communication.
Financial Services Representative
CIBC
Regina
07.2022 - 12.2024
- Managed inbound calls daily to address client inquiries and support banking needs.
- Analyzed and reviewed all daily transactions for accuracy and compliance.
- Maintained professional decorum while fostering a friendly atmosphere during calls.
- Facilitated achievement of client goals by providing current market insights and competitive rates.
- Assisted clients in selecting suitable products based on individual requirements.
- Conducted pre-screening processes for high-profile clients to expedite loan approvals.
- Validated client identities and guided bill payment procedures through email instructions.
Lead Customer Service Associate
Penguin PickUp
Montreal
11.2019 - 06.2022
- Ensuring all units are following our customer service standards.
- Support units to respond to customer issues in a timely manner and deal with escalated customer service issues via email and phone calls.
- Lead / Support with ordering supplies and materials when required.
- Support training and onboarding of new associates.
- Business to Business marketing and cold calling to help promote Penguin PickUp (PPU) brand and service.
- Good knowledge of processing invoices and refund with Moneris and Shopify system.
- Develop and implement systems and standards to improve our customer service experience.
- Proactively analytical person and reach out to team and key contacts for services which required fragile attention.
- Organizing deliveries as per the work instructions while maintain a clear record in our databases.
- Other duties may be assigned in timely manner.
Chat Associate II
Ttec
Ahmedabad
02.2019 - 08.2019
- Starting my day with outreaching UK eBay clients via emails and live chat.
- Thoroughly and briefly understanding the case and providing the crystal-clear solution.
- Daily activity includes of minimum 50-60 outbound emails with proper solutions to clients.
- Investing time in research and side by side giving assurance to the prospective clients.
- Reaching out to Team lead if there was a unique case in the queue to create an awareness amongst the team.
Support Executive
AdvantMed
Ahmedabad
12.2016 - 05.2018
- Maintaining a daily call-based calendar from US agents for a home visit by Nurse Practitioners.
- Assigning the call list to agents and fetch the update on the data to generate a fresh schedule for all the NP's.
- Reporting to supervisor and scheduling a meeting on board to get the start of the day updates.
- Publishing the end of day reports via outlook which includes the number of dashboards sent out for all the respective NP's.
- Drafting and publishing by email minutes of meeting to all staff members by addressing the primary points being discussed in the presence of Team leads and supervisors.
Education
Post-Graduation Diploma - Financial Services and Financial Security Advisor
Cégep De La Gaspésie Et Des Îles
Montreal, QC03.2022
Post-Graduation Diploma - Transportation And Logistics Management
Cégep De La Gaspésie Et Des Îles
Montreal, QC11.2020
Bachelor Of Commerce - Commerce and Business Administration
Gujarat University
India04.2018
Skills
- Client relationship management
- Training facilitation
- Process optimization
- Financial planning and services
- Administrative assistance
- Employee mentoring
- Creative problem-solving
- Risk assessment
References
Available upon request.
Languages
- English
- French
Languages
English
First Language
French
Intermediate (B1)
B1
Timeline
Progress Support Leader
CIBC
12.2024 - 07.2025
Financial Services Representative
CIBC
07.2022 - 12.2024
Lead Customer Service Associate
Penguin PickUp
11.2019 - 06.2022
Chat Associate II
Ttec
02.2019 - 08.2019
Support Executive
AdvantMed
12.2016 - 05.2018
Post-Graduation Diploma - Financial Services and Financial Security Advisor
Cégep De La Gaspésie Et Des Îles
Post-Graduation Diploma - Transportation And Logistics Management
Cégep De La Gaspésie Et Des Îles
Bachelor Of Commerce - Commerce and Business Administration
Gujarat University
Similar Profiles
Marzia AliMarzia Ali
Mortgage Specialist at CIBCMortgage Specialist at CIBC
Nena BrownNena Brown
Sr. Manager, Talent Acquisition Strategy & Program at CIBCSr. Manager, Talent Acquisition Strategy & Program at CIBC
Shijo JosephShijo Joseph
Creditor Insurance Specialist at CIBCCreditor Insurance Specialist at CIBC
Jenniffer RodriguezJenniffer Rodriguez
Customer Service Representative at CIBCCustomer Service Representative at CIBC
Nikhil DarjiNikhil Darji
Lead Microbiologist at Aspire Pharma Ltd. UK (India)Lead Microbiologist at Aspire Pharma Ltd. UK (India)