Hawa Mahmud

HAWA MAHMUD Cold caller | Customer Support Specialist | Administrative Professional email:-| phone: - https://www.linkedin.com/in/hawa-mahmud-7ba7b8349 PROFESSIONAL SUMMARY Results-driven Virtual Assistant and Customer Support Specialist with 5+ years of experience in administrative support, client relationship management, and digital communication. Proven expertise in project coordination, event planning, market research, and multichannel customer service delivery. Skilled in CRM systems, data management, email marketing, and travel coordination with a track record of exceeding performance targets and enhancing client satisfaction. Adept at problem-solving, attention to detail, and maintaining professional relationships across diverse industries. CORE COMPETENCIES Administrative Skills: ● Virtual Assistance & Remote Support ● Project Management & Coordination ● Event Planning & Management ● Travel Planning & Coordination ● Email Management & Automation ● Data Entry & Database Management ● Document Preparation & Proofreading Communication & Customer Service: ● Customer Support & Relationship Management ● Email Marketing & Newsletter Design ● Multichannel Communication ● Conflict Resolution & Problem Solving ● Active Listening & Empathy ● Professional Phone Etiquette Technical Proficiencies: ● CRM Systems (Salesforce, Zoho) ● Microsoft Office Suite (Word, Excel, PowerPoint) ● Google Workspace (Gmail, Drive, Calendar, Docs) ● Canva (Graphic Design & Marketing Materials) ● Email Marketing Platforms ● Social Media Management ● Market Research & Analysis Tools PROFESSIONAL EXPERIENCE Virtual Assistant Intern | AFRIMENT MAY 2025 – JULY 2025 Key Responsibilities & Achievements: ● Event Planning & Management: Coordinated comprehensive planning for Tech Conference 2025, including venue research (500+ capacity), budget management ($100,000), catering coordination, and AV equipment procurement ● Market Research & Analysis: Conducted in-depth research on AI trends in cybersecurity, analysing competitor strategies (Palo Alto Networks, Cyberark) and emerging technologies, producing detailed 2-page analytical reports ● Travel Coordination: Managed executive travel planning, including flight bookings, accommodation reservations, investor meeting scheduling, and detailed itinerary creation with maps and directions ● Email Marketing: Designed and developed professional email newsletters using Canva, including branded templates, promotional content, and customer engagement campaigns ● Customer Support: Created comprehensive customer support systems, including autoresponder emails, inquiry response templates, and customer satisfaction protocols ● Administrative Support: Managed RSVPs, registrations, sponsor coordination, and networking activity planning for corporate events Notable Accomplishments: ● Successfully planned and coordinated multiple high-profile events and business trips ● Developed professional email templates and marketing materials that enhanced brand consistency ● Implemented efficient customer support workflows that improved response times ● Conducted thorough market research that informed strategic business decisions Cold Caller | Leading Loops Canada Nov 2021 – Nov 2024 Key Responsibilities & Achievements: ● Consistently exceeded weekly call targets by 20%, contributing to overall 15% increase in team revenue ● Maintained exceptional 90% customer satisfaction score (CSAT) through professional phone interactions and prompt issue resolution ● Collaborated with team members to exceed weekly targets by 20%, demonstrating strong teamwork and communication skills ● Increased lead conversion rates by 18% through refined call scripts and effective objection-handling techniques ● Developed and maintained feedback systems that reduced call handling time by 10% while maintaining quality standards Telemarketer | Nationwide Mutual Insurance Company, USA Jun 2019 – Sep 2022 Key Responsibilities & Achievements: ● Partnered with marketing teams to develop client-focused campaigns, achieving 28% increase in policy renewals ● Managed upselling and cross-selling initiatives, contributing to 20% growth in annual revenue ● Conducted monthly client feedback surveys and implemented improvements that boosted Net Promoter Score (NPS) by 18 points ● Built and maintained strong client relationships with 80+ clients, driving 30% increase in retention year-over-year ● Resolved 90% of client issues within 24 hours, significantly reducing churn rate by 15% Leads Agent / Tyron Ash international RealEstate UK September 2025 Key Responsibilities & Achievements: • Conducted outbound calls, emails, and social media to identify and engage potential clients interested in Dubai real estate investments. • Qualified leads through needs assessment and budget evaluation, ensuring only high-potential prospects were passed to the sales team. • Maintained accurate records in the CRM, including lead status, follow-up activities, and client interactions to support smooth handover to closers. EDUCATION & CERTIFICATIONS Federal Polytechnic, Lokoja Diploma in Business Administration Jan 2020 – Nov 2022 Relevant Coursework: Business Communications, Project Management, Customer Relationship Management, Digital Marketing, Administrative Procedures KEY ACHIEVEMENTS ● Project Management: Successfully coordinated multiple simultaneous projects, including event planning, market research, and executive travel coordination ● Customer Satisfaction: Consistently maintained 90%+ customer satisfaction ratings across all roles ● Revenue Growth: Contributed to 15-20% revenue increases through effective customer engagement and retention strategies ● Process Improvement: Implemented systems and workflows that improved efficiency by 10-18% across various functions ● Professional Development: Completed comprehensive virtual assistant training, including email marketing, customer support, and administrative coordination ADDITIONAL SKILLS ● Languages: English Fluent. ● Certifications: Virtual Assistant Certification (AFRIMENT), Customer Service Excellence ● Software Proficiency: Advanced in MS Office, Google Workspace, Canva, CRM systems ● Specialisations: Email marketing, event coordination, market research, travel planning, customer support automation