Aaliyah Barber
Houston,TX
Summary
Professional with strong background in conflict resolution and team leadership, prepared to drive impactful results. Known for effective collaboration, adaptability, and reliability in dynamic environments. Skilled in problem-solving, team management, and strategic decision-making to meet evolving organizational needs. Successfully led initiatives that improved conflict resolution processes and enhanced team performance.
Overview
10
10
years of professional experience
Work History
Customer Resolution Team Lead
LegalEase
10.2023 - 12.2025
- Provided high-level support, guiding a team to resolve member legal plan complications while managing complex complaints.
- Develop and implement strategies, policies, and procedures to enhance member satisfaction and retention.
- Developed training programs for staff on best practices in customer engagement and resolving escalations.
- Coached, mentored and trained new and current team members in conflict resolution and effective communication techniques.
- Coordinated workflow and conducted quality assurance on calls and emails.
- Handle complex customer complaints and inquiries escalated from frontline staff, ensuring timely and professional resolutions.
- Partnered with attorneys and other internal teams and departments to resolve escalated issues, improve products/services, and contribute to a cohesive customer experience.
- Identified trends and popular root cause issues and assisted with implementing improved processes for better customer experiences.
- Utilized Microsoft applications such as, Teams, Outlook, Word and Excel
- Utilized SalesForce to complete reporting and track the team's case progression on open and closed escalations
Telecommunication Officer
City of Missouri City
Missouri City, TX
03.2021 - 07.2025
- Multi-task and work in a fast-paced, call center environment
- Answer and respond to approximately 50-85 emergency and non emergency calls by collecting essential information to determine the nature of assistance needed
- Dispatch appropriate personnel to emergency and non emergency calls
- Investigate and provide information requested by police and/or fire personnel
- Perform clerical and administrative duties and process various entries including protective orders, stolen vehicles, missing persons, etc.
- Record incoming and outgoing messages to other agencies
- Collaborate with all departments within the company as well as other agencies and represent the City of Missouri City in a professional manner
- Utilize 20 different programs to achieve daily tasks
- Use strong interpersonal skills: customer service and teamwork
- Prioritize and use best judgment to decide which calls are most urgent
- Develop and maintain familiarity with the City's geography a
- Assist with training new employees
Probation Parole Officer
NC Department of Public Safety
Greensboro, NC
01.2018 - 01.2021
- Supervised and monitored offenders to ensure compliance with court ordered judgment
- Collaborated with other agencies for mental health, drug and alcohol abuse, anger management, and other needs for offenders
- Prepared reports and presented recommendations to the court
- Maintained an organized calendar for monthly office appointments and home visits
- Communicated effectively and professionally with offenders and other internal and external personnel
- Assisted with training new officers who joined the unit
- Managed a caseload of 70-80 offenders
- Recognized as one of the top officers, having the highest rate of defendants that completed the Cognitive Behavioral Intervention Program
Customer Service Representative
Alorica
Greensboro, NC
01.2016 - 01.2018
- Received and handled customers inquiries and complaints
- Deescalated irate customers by maintaining a positive attitude and a calmly response to customers’ concerns and complaints
- Multi-task and work in a fast-paced, call center environment
- Processed returns, replacements, and order cancellations for Samsung
- Provided customers with updates regarding their
- Educated customers on product and its’ functions
- Assisted customers with troubleshooting issues with appliances
- Communicated effectively and professionally with internal and external customers and company employees
- Received monthly bonuses for negotiating with customers to keep their damaged items
Education
B.S. - Criminal Justice
North Carolina A&T State University
05-2016
Skills
- Customer Service
- Listening and Conflict Resolution
- Attention to Detail
- Effective Communication (Orally and Written)
- Reporting and Documentation
- Prioritizing and Decision Making
- Proficient with Microsoft Office
- Team Management
- Goal Setting and Achievement
ADDITIONAL EXPERIENCE
- Customer Service Associate | Lowe’s, High Point, NC | 2020-2021
- Executive Assistant | SB Fuller & Joe L Dudley Sr Foundation, Kernersville, NC | 2016-2018
- Office Assistant | Law Offices of Brenton J Boyce, Greensboro, NC | 2016
- Administrative Assistant | NC A&T State University, Greensboro, NC | 2012 to 2014
Timeline
Customer Resolution Team Lead
LegalEase
10.2023 - 12.2025
Telecommunication Officer
City of Missouri City
03.2021 - 07.2025
Probation Parole Officer
NC Department of Public Safety
01.2018 - 01.2021
Customer Service Representative
Alorica
01.2016 - 01.2018
B.S. - Criminal Justice
North Carolina A&T State University