Hakim Bakalla

Client Services Representative @Broadridge

London, GB

Promptly and accurately resolved complex email and telephone enquiries from key clients about their proxy voting requirements- Ensured all email and telephone enquiries were resolved to a very high standard and all responses fulfilled the client’s expectations- Independently resolved most client issues and escalations and demonstrated a thorough understanding of multiple Broadridge products, platforms, and services- Actively participated in client meetings, client conference calls- Led regular conference calls with key clients and maintained a detailed operational log of all items raised, ensuring prompt follow-up and resolution as appropriate- Acted as a positive role model to other associates in the consistent implementation of best practices with regard to client interaction, department procedures, and delivery on team projects- Actively encouraged the delivery of a world-class service to all clients and coached fellow associates with quality responses to complex queries- Kept abreast of local market updates and changes in regulation and market practice and shared knowledge with clients/associates internally where applicable- Monitored the volumes of queries within the various mailboxes managed in the team and ensured work was allocated accordingly- Acted as a point of contact for key clients and maintained strong relationships with them- Participated in the onboarding of new clients and ensured a smooth transition for their proxy voting requirements- Collaborated with internal teams such as product development and operations to address client needs and improve overall service delivery- Maintained a high level of professionalism and confidentiality when dealing with sensitive client information- Adhered to all company policies and procedures, as well as industry regulations and best practices- Continuously sought opportunities for personal and professional development to enhance skills and knowledge in the field of client services.

Arca Business School

European Bachelor Degree