Summary
Overview
Work History
Education
Skills
Timeline
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Alexandrea Dalbey

Ventura,CA

Summary

Detail-oriented and results-driven Quality Assurance Analyst with Call Center Management experience. An extensive experience in customer service, team leadership, and operational efficiency. Proven ability to enhance software quality, streamline processes, and mentor teams to achieve high performance. Adept at handling customer interactions, training staff, and ensuring compliance with company policies and industry standards. Strong organizational skills and the ability to manage multiple projects simultaneously with a high degree of accuracy.

Overview

13
13
years of professional experience

Work History

Quality Assurance Analyst

EverService
10.2022 - Current
  • Enhanced software quality by conducting thorough testing and identifying areas for improvement.
  • Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
  • Collaborated with development teams to identify, track, and resolve software defects in a timely manner.
  • Mentored and coached team members on QA topics and strategies.
  • Evaluated interactions between associates and customers to assess personnel performance.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.

Team Manager

Alert Communications
03.2020 - 10.2021
  • Enhanced team productivity by implementing efficient task delegation and time management strategies.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
  • Facilitated meetings to communicate team performance goals and results.
  • Resolved payroll discrepancies quickly and successfully.
  • Led employee relations through effective communication, coaching, training, and development.
  • Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.

Supervisor, Customer Service

Alert Communications
01.2017 - 03.2020
  • Supervises Call Center staff in a positive manner
  • Ensures that all Call Center staff consistently follows company policies and procedures
  • Manages breaks and meal period schedules to ensure compliance with State and Federal laws
  • Communicates agent performance concerns with Call Center management team and Human Resources immediately
  • Supervised staff to maintain high levels of productivity and morale.
  • Managed team schedules for optimal resource utilization and coverage.

Call Center Representative

Alert Communications
01.2016 - 01.2017
  • Handled high volume of inbound calls per shift
  • Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
  • Delivered outstanding results under high-pressure situations by maintaining composure during difficult calls or high-volume periods.
  • Enhanced communication skills through active listening, empathy, and clear verbal responses during customer interactions.
  • Kept up-to-date with company products, services, policies, and regulations to provide accurate information to callers at all times.
  • Assisted team members with challenging calls, providing guidance and support to ensure positive outcomes.
  • Utilized CRM systems effectively to log customer interactions accurately for future reference or follow-up actions.

Key Holder/Sales Lead

Samsonite
10.2013 - 01.2017
  • Responsible for opening and closing the store
  • Opening tasks include stocking the sales floor, creating the daily sales focus, performing an opening count of the registers, and conducting a team meeting to get staff ready for the day
  • Closing tasks include emailing the daily communications log to corporate headquarters, making sure the sales floor is visually merchandised to company standards, delegating cleaning tasks to employees, conducting a closing count of the register, depositing cash into the safe, performing a loss prevention check of associates, and setting the alarm before locking the door
  • Responsible for keeping track of both store and employee performance
  • Leading by example with exceptional customer service skills.

Sales Associate

kate spade
06.2012 - 12.2013
  • Greeted customers, responding to inquiries, helping with purchase decisions, and providing exceptional customer service
  • Regularly exceeded daily sales goals with cross-selling and upselling techniques
  • Successfully assisted customers in-person and via telephone with purchase decisions, transactions, returns, and inquiries
  • Maintaining an orderly appearance throughout the sales floor
  • Introducing promotions and opportunities to customers.

Education

MBA - Health Administration

Southern New Hampshire University
Hooksett, NH
06-2025

Skills

  • Customer service
  • Proficient in Microsoft Office
  • Customer Support Specialist
  • Sales Strategy Development
  • Effective Scheduling
  • Technology Proficiency
  • Effective Time Management
  • SharePoint
  • Mentorship Development
  • Proficient in Salesforce CRM
  • Data analysis
  • Call monitoring

Timeline

Quality Assurance Analyst

EverService
10.2022 - Current

Team Manager

Alert Communications
03.2020 - 10.2021

Supervisor, Customer Service

Alert Communications
01.2017 - 03.2020

Call Center Representative

Alert Communications
01.2016 - 01.2017

Key Holder/Sales Lead

Samsonite
10.2013 - 01.2017

Sales Associate

kate spade
06.2012 - 12.2013

MBA - Health Administration

Southern New Hampshire University

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Alexandrea Dalbey