Hawa Souare
Baltimore,MD
Summary
Results-driven professional with 7+ years of experience in customer relationship management, program coordination, and end-to-end service delivery across financial and retail sectors. Skilled in information flow coordination, KPI tracking and presentation, process improvement initiatives, and stakeholder engagement. Adept at vendor and supplier communication, exception management and troubleshooting, and leading cross-functional teams to exceed organizational objectives. Proficient in Microsoft Office Suite (Excel, Outlook, PowerPoint, Teams, Word, OneDrive) with advanced data analysis and reporting skills. Recognized for customer service excellence, team collaboration, and independent decision-making under pressure.
Professional advisor with deep understanding of member needs and advisory best practices. Known for delivering impactful member solutions and improving overall satisfaction through effective problem-solving. Reliable team collaborator, adaptable to changing environments, with strong focus on achieving results and fostering positive member experiences.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Member Advisor II
State Employee Credit Union (SECU)
09.2023 - Current
- Coordinate end-to-end account management processes for state employees, ensuring seamless onboarding and service delivery.
- Conduct bi-weekly sessions with MDOT new hires, facilitating program coordination and information flow for financial products.
- Develop and deliver KPI presentations on financial literacy and product performance to internal teams.
- Troubleshoot and resolve exceptions by collaborating with underwriting, fraud prevention, and operations teams.
- Build long-term customer relationships, ensuring customer service excellence and driving adoption of financial solutions.
- Maintain strict compliance with SOPs, regulatory policies, and risk mitigation strategies.
- Partner with cross-functional teams to identify process improvement initiatives.
Team Lead
Adidas
08.2023 - 04.2024
- Directed a team of 12 employees, ensuring operational efficiency, program coordination, and customer service excellence.
- Conducted daily huddles and team meetings, aligning team efforts with organizational KPIs and performance metrics.
- Provided training and coaching to staff, improving customer experience and sales results.
- Monitored store operations and ensured compliance with corporate procedures.
Relationship Banker
The Bank of Glen Burnie
05.2022 - 08.2023
- Managed named accounts, ensuring high levels of client satisfaction through proactive stakeholder engagement.
- Mentored and coached tellers, driving process improvements and service excellence.
Universal Banker
BB&T / Truist Bank
07.2020 - 05.2022
- Processed loans and financial products while ensuring adherence to SOPs and compliance regulations.
- Educated clients on digital services, increasing operational efficiency.
- Handled exception management for customer accounts and escalated issues as needed.
Intern
CASA de Maryland
12.2018 - 07.2021
- Conducted community outreach programs, delivering customer engagement and education initiatives.
- Assisted in data collection and reporting, supporting program KPIs.
Teller
M&T Bank
12.2018 - 07.2020
- Oversaw high-value transactions and troubleshot discrepancies to maintain account integrity.
- Ensured compliance with federal banking regulations and internal procedures.
- Delivered customer service excellence by resolving complex inquiries promptly.
Store Coordinator
Marshall's
07.2017 - 06.2020
- Directed stockroom logistics and merchandise placement, ensuring efficient information flow coordination.
- Managed store openings/closings, and cash balancing
- Implemented strategies to minimize shrinkage and damages through process improvements.
- Receive truck shipment and ensure stockroom capacity for incoming items
- Stocked the sales floor and ensure merchandise was correctly placed by department
- Coordinated inventory management processes to optimize stock levels and minimize discrepancies.
- Implemented training programs for new staff, enhancing team productivity and customer service standards.
- Developed scheduling systems to improve staff allocation during peak hours, fostering better customer experiences.
Education
Associate of Applied Science - Transportation And Supply Chain Management
The Community College of Baltimore County
Catonsville, MD05-2026
Skills
- Microsoft Office Suite (Excel, PowerPoint, Outlook, Word, Teams, OneDrive)
- Advanced Excel (Data Analysis, Reporting, KPI Dashboards)
- Troubleshooting & Problem-Solving
- Customer Relationship Management (CRM)
- Compliance & Regulatory Adherence (KYC, BSA/AML, OFAC)
- Digital Banking Systems & Financial Technology
- Client retention strategies
- Training and coaching
- Goal-oriented mindset
- Exceptional communication
- Excellent written and verbal communication skills
- Stakeholder and relationship management:
Certification
- NMLS License
- Certified Notary Public
Languages
French
Native or Bilingual
Core Competencies
- Program Coordination & Named Accounts Management
- End-to-End Supply Chain & Information Flow Coordination
- SOP/IOP Management & KPI Reporting
- Stakeholder Engagement & Relationship Management
- Exception Management & Troubleshooting
- Team Collaboration & Daily Huddles
- Compliance & Regulatory Adherence
- Training, Coaching & Process Improvement Initiatives
- Data Analysis, Advanced Excel & Presentation Skills
Timeline
Member Advisor II
State Employee Credit Union (SECU)
09.2023 - Current
Team Lead
Adidas
08.2023 - 04.2024
Relationship Banker
The Bank of Glen Burnie
05.2022 - 08.2023
Universal Banker
BB&T / Truist Bank
07.2020 - 05.2022
Intern
CASA de Maryland
12.2018 - 07.2021
Teller
M&T Bank
12.2018 - 07.2020
Store Coordinator
Marshall's
07.2017 - 06.2020
Associate of Applied Science - Transportation And Supply Chain Management
The Community College of Baltimore County
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