Hajamama Diaby

I’m a customer care professional with 4+ years of experience delivering high-quality service in transportation and retail industries. I’m trusted to handle high-volume inbound interactions across phone, live chat, and email while maintaining compliance, accuracy, and a consistently strong customer experience.

In my remote work, I manage 80–100 customer interactions daily and sustain a 95%+ Quality Assurance (QA) score. I’ve been ranked in the top 10% of performers, and I’m skilled at resolving issues efficiently with first contact resolution, escalation management, and careful case documentation.

I also support complex scheduling and service coordination—managing 50+ paratransit trips per shift with high accuracy and policy compliance. I collaborate with dispatch operators in real time to resolve routing and service issues, while providing empathetic assistance to seniors and customers with disabilities.

Previously, I supported banking customers and seasonal tax-related support, helping clients with account recovery, service requests, billing inquiries, and tax filing guidance. I combine strong data entry and confidentiality practices with bilingual English and French communication, and I’ve achieved strong outcomes including an 85%+ QA score and positive customer feedback.