Aminat Lawal
Ottawa,ON
Overview
5
5
years of professional experience
1
1
Certification
Work History
Lead Client Service Representative / Team Lead
Carleton University
08.2025 - Current
- Serve as the first point of escalation for complex or sensitive resident concerns, analyzing the situation, applying residence policies, and determining appropriate resolution or referral, resulting in timely and fair outcomes.
- Support and guide front-line staff during challenging interactions by clarifying procedures and advising on appropriate responses, improving consistency and confidence across the team.
- Coordinate desk operations during shifts by managing coverage, prioritizing urgent issues, and supporting staff onboarding, contributing to smooth day-to-day operations.
- Respond to high-stress situations involving complaints or safety concerns using calm, professional communication, helping de-escalate conflicts and maintain a respectful environment.
- Liaise with supervisors and other departments to resolve ongoing issues, ensuring concerns are addressed collaboratively and in line with institutional expectations
Client Service Representative
Carleton University Residence Services
08.2023 - 05.2025
- Provide front-line reception services to students, staff, and guests, responding to inquiries and requests to support a positive residence experience.
- Receive and assess resident concerns related to housing, safety, and accommodations, documenting details accurately and escalating issues when required.
- Apply residence policies and procedures when providing information, ensuring consistency, fairness, and compliance with institutional guidelines.
- Maintain confidentiality and neutrality when handling sensitive matters, supporting trust between residents and the institution.
- Participate in regular training to strengthen understanding of service standards, policies, and emergency procedures.
Crew Member / Team Lead
Dairy Queen
04.2021 - 08.2023
- Led shift teams during busy service periods, ensuring high-quality customer service and adherence to food safety standards.
- Assisted customers with orders and resolved complaints promptly, modelling respectful communication and problem-solving.
- Trained new employees on service procedures and promoted a collaborative work environment.
Youth Research Intern / Project Co Lead
Future North
07.2021 - 07.2022
- Co led a community-based research project examining systemic barriers faced by BIPOC students and community members in Northern Ontario.
- Conducted qualitative and quantitative research, data analysis and needs assessments; produced findings used to inform policy recommendations and community initiatives.
- Presented research outcomes to stakeholders including police services (GSPS), YMCA and Ministry of Education representatives; contributed to a published article highlighting recommendations.
- Collaborated with team members to facilitate focus groups and community meetings, ensuring inclusive participation and accurate representation of experiences.
- Developed clear, accessible reports and presentations to communicate complex findings to both technical and general audiences.
Education
Bachelor of Science: Biology (Honours) -
Carleton University
Ottawa, ON04-2026
Skills
- Strong foundation in customer service, policy interpretation and problem-solving developed through front-line and team lead roles in a university residence setting
- Demonstrated knowledge of institutional policies, labour relations principles and conflict resolution; skilled at applying guidelines to resolve complaints fairly and consistently
- Experienced communicator with ability to write clear correspondence, deliver presentations and convey complex information to diverse audiences, including students, staff, and community stakeholders
- Leadership experience supervising front-line teams, providing guidance and training, and fostering an inclusive, respectful environment
- Research and analytical skills developed through youth-led project examining barriers faced by BIPOC students; experience translating data into policy recommendations and communications
Certification
G2 Driver's License
ADDITIONAL SKILLS & CERTIFICATIONS
Computer: Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
Timeline
Lead Client Service Representative / Team Lead
Carleton University
08.2025 - Current
Client Service Representative
Carleton University Residence Services
08.2023 - 05.2025
Youth Research Intern / Project Co Lead
Future North
07.2021 - 07.2022
Crew Member / Team Lead
Dairy Queen
04.2021 - 08.2023
Bachelor of Science: Biology (Honours) -
Carleton University