Hawa Jallow
Toronto
Summary
Professional customer service expert with strong communication and problem-solving skills. Proven ability to handle customer inquiries and resolve issues efficiently while maintaining high standards. Strong focus on team collaboration and adaptability to changing needs. Known for reliability, empathy, and results-driven approach in high-pressure environments.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Volunteer – Resident Relations Officer
The Village of Humber Heights Senior Residence
01.2024 - Current
- Assist 100 residents with feeding services, nutrition, personal care, hygiene, grooming, and toileting
- Provide companionship and emotional support to clients
- Provide non-medical personal support services, life-skills support
- Encourage and facilitate physical and recreational activities
Communication Officer
National Water and Electricity Company
01.2020 - 12.2023
- Company Overview: Gambia
- Improved internal and external communications by developing and distributing newsletters, memos, news releases, and announcements
- Strengthening community ties and public relations by managing advertising campaigns, community outreach events, radio, and social media outreach
- Maintained accurate media contact lists and databases by collecting and analyzing public response data to evaluate campaign effectiveness
- Coordinated and executed public relations activities by administering budgets for the PR Unit, including invoice processing and financial reporting
- Communicate and coordinate with other departments including production, shipping, and sales staff to provide timely and quality service to customers
- Contributes to team effort by accomplishing related results as needed
- Gambia
Customer Service Specialist
National Water and Electricity Company
01.2011 - 12.2012
- Company Overview: Gambia
- Conducted cash drawer counts at the beginning and end of shifts to maintain accuracy
- Provided exceptional customer service, addressing over 200 inquiries daily
- Maintained a clean and professional checkout environment
- Keep records of customer interactions, process customer accounts, and file documents
- Processed cash and check payments, ensuring accurate transaction records
- Prepared non-monetary reports for comprehensive documentation
- Attracts potential customers by answering product and service questions and suggesting information about other products and services
- Gambia
Customer Service Representative
Guaranty Trust Bank
01.2009 - 12.2010
- Company Overview: Gambia
- Balanced currency, coins, and checks in cash drawers at the end of shifts
- Received checks and cash for deposit, verifying their amounts and checking the accuracy of deposit slip
- Entered customers' transactions into the computer database to record transactions and issue generated receipts
- Identified and rectified transaction discrepancies to maintain financial integrity
- Directing customers to the right department or supervisor
- Communicate and marketed Guaranty Trust Bank Products
- Serving customers by developing rapport, building customer confidence, and providing accurate information
- Resolve product or service problems by clarifying the END USER complaint, determining the cause of the problem, and selecting and explaining the best solution to solve the problem
- Gambia
Education
Digital Marketing Connections Bridging Program - Sales and Marketing Sector in Canada, Canadian Workplace Culture, Digital Marketing, Project Management for Sales and Marketing Professionals, Design Thinking, Creative Problem Solving and Critical Thinking, Six Sigma Lean Green Belt, PMP Foundation, Emotional Intelligence
ACCES Employment and Humber College
12.2024
Customer Service Excellence Certificate -
Ontario Tourism Education Corporation
Toronto, ON12.2024
START Customer Care Program Certificate -
ACCES Employment
12.2024
Canadian Workplace Essentials -
Ontario Tourism Education Corporation
Toronto, ON12.2024
M.Sc. - Marketing
University Sultan Zainal Abidin
12.2020
B.Sc. - Marketing
Anglia Ruskin University
Cambridge, London12.2016
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Conflict resolution
- Professional telephone demeanor
- CRM software
- Administrative support
- Computer proficiency
Accomplishments
- Cashier - Achieved the highest number of new credit accounts opened within one month.
- Conflict Resolution - Responsible for handling customer account inquiries, and accurately providing information to ensure the resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls daily, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned the highest marks for company-wide customer satisfaction.
- Monetary Transactions - Handled cash, check, credit, and automatic debit card transactions with 100% accuracy.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Educationandprofessionaltraining
- Digital Marketing Connections Bridging Program, ACCES Employment and Humber College, Toronto, Canada, 01/01/24, Sales and Marketing Sector in Canada, Canadian Workplace Culture, Digital Marketing, Project Management for Sales and Marketing Professionals, Design Thinking, Creative Problem Solving and Critical Thinking, Six Sigma Lean Green Belt, PMP Foundation, Emotional Intelligence, Card Resource Group
- Customer Service Excellence Certificate, Ontario Tourism Education Corporation, Toronto, ON, 01/01/24
- START Customer Care Program Certificate, ACCES Employment, Toronto, ON, 01/01/24
- Canadian Workplace Essentials, Ontario Tourism Education Corporation, Toronto, ON, 01/01/24
- M.Sc. in Marketing (Credentials Authenticated), University Sultan Zainal Abidin, Kuala Lumpur, Malaysia, 01/01/20
- B.Sc. in Marketing, Anglia Ruskin University, Cambridge, London, 01/01/16
Languages
English
Full Professional
Certification
- Microsoft Office Specialist (MOS) - Microsoft.
Timeline
Volunteer – Resident Relations Officer
The Village of Humber Heights Senior Residence
01.2024 - Current
Communication Officer
National Water and Electricity Company
01.2020 - 12.2023
Customer Service Specialist
National Water and Electricity Company
01.2011 - 12.2012
Customer Service Representative
Guaranty Trust Bank
01.2009 - 12.2010
Customer Service Excellence Certificate -
Ontario Tourism Education Corporation
START Customer Care Program Certificate -
ACCES Employment
Canadian Workplace Essentials -
Ontario Tourism Education Corporation
M.Sc. - Marketing
University Sultan Zainal Abidin
B.Sc. - Marketing
Anglia Ruskin University
- Microsoft Office Specialist (MOS) - Microsoft.
Digital Marketing Connections Bridging Program - Sales and Marketing Sector in Canada, Canadian Workplace Culture, Digital Marketing, Project Management for Sales and Marketing Professionals, Design Thinking, Creative Problem Solving and Critical Thinking, Six Sigma Lean Green Belt, PMP Foundation, Emotional Intelligence
ACCES Employment and Humber College
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