Amber Dalaleli
Owasso,OK
Summary
Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Care Coach
UScellular
Tulsa, OK
01.2024 - Current
- Crafted comprehensive customer service strategies for each client engagement.
- Resolved customer complaints in a timely and professional manner.
- Identified areas of improvement in current processes and procedures related to customer service.
- Demonstrated the ability to rapidly identify solutions for customer inquiries or issues using problem-solving skills.
- Collaborated with other departments to ensure optimal customer experience across all platforms.
- Coordinated with internal teams to resolve complex customer issues.
- Analyzed data trends from past customer interactions to better anticipate future needs.
- Coached associates on identified areas of opportunity, enhancing company performance.
Volunteer Work VALOR
uscellular
Tulsa, OK
09.2023 - Current
- Associate Resource Group: Veterans & Associates Leading Organizational Results
- National Board Member: South West Region Local Champion
- Provided assistance to Veterans in need of food, clothing and other resources.
- Conducted research on local organizations that provide services to the homeless Veteran population.
- Participated in job fairs aimed at helping Veterans gain employment skills or secure jobs.
- Researched grants and funding opportunities for non-profit organizations serving veteran populations.
Customer Care Coach
Advanced Call Center Technologies LLC
Junction City, KS
06.2015 - 10.2017
- Analyzed customer calls, ensuring effective explanation of billing concerns.
- Managed associate schedules to ensure optimal staffing levels at all times during the day
- Provided guidance to associates for effective customer communication and accurate call details.
- Worked alongside various departments to construct an in-depth analysis of head count, goal average handle time, budget and training opportunities.
Education
Some College (No Degree) - Secondary Education
Kansas State University
Manhattan, KSSkills
- Meeting facilitation
- Workload prioritization
- Collaborative Problem-Solving
- Empathy Development
- Coaching Techniques
- Customer satisfaction measurement
- Data Tracking
- Cross-Functional Collaboration
Certification
- Certification of Project Management, Tulsa Community College, Tulsa, Oklahoma
Timeline
Customer Care Coach
UScellular
01.2024 - Current
Volunteer Work VALOR
uscellular
09.2023 - Current
Customer Care Coach
Advanced Call Center Technologies LLC
06.2015 - 10.2017
Some College (No Degree) - Secondary Education
Kansas State University