Ismaila Gray

Strategic and results-driven Project, Marketing, and Customer Service Professional with over 10 years of experience leading teams, managing projects, and driving business growth across healthcare and trade sectors. Skilled in coordinating cross-functional operations, developing customer-centric marketing strategies, and improving service delivery standards. Currently pursuing an MBA at SIST Rabat (Coventry University, UK partnership) to deepen global leadership and strategic management expertise.

Passionate about delivering measurable results, building strong customer relationships, and promoting continuous improvement.

Senior Marketing & Customer Service Officer - Lumo Trading - Banjul, The Gambia (Hybrid)

(2017-03)

• Lead a cross-functional marketing and customer service team to execute business growth initiatives.
• Designed and implemented customer feedback systems, improving satisfaction and retention by 30%.
• Manage project lifecycles, ensuring alignment with strategic goals, budgets, and timelines.
• Develop and execute marketing strategies to increase product visibility and lead generation.
• Conduct market and competitor research to identify new opportunities.
• Supervise hybrid staff teams, maintaining high service and communication standards.
• Oversee digital marketing campaigns and CRM systems (HubSpot, Meta Business Suite).
• Prepare detailed performance and financial reports for executive management.

Clinic Administrator - Wellingara Community Health Clinic - Western Region, The Gambia

(2010-09 - 2016-08)

• Managed daily clinic operations, staff coordination, and customer service for patient care.
• Implemented patient service improvements that reduced waiting times and increased satisfaction levels.
• Led administrative teams and oversaw procurement, budgeting, and digital record-keeping.
• Delivered staff training on communication and service delivery to enhance community engagement.
• Collaborated with NGOs and health agencies on regional healthcare projects.

Master of Business Administration - MBA - IIEM, Morocco (Coventry University, UK)

BA (Hons) - Business Studies with Marketing - University of West London, UK (2018 - 2021)

Certificate - Leadership in Healthcare - Utrecht University of Applied Sciences, Netherlands (2015 - 2016)

Advanced Diploma - Business Studies - Nusrat Management & Accountancy Training Center, The Gambia (2004 - 2006)

Certificate - IT Skills - Humanity First Institute for IT, The Gambia (2009 - 2009)