Ilana Diallo
Milledgeville,Georgia
Summary
Personable and dedicated Customer Service Representative with extensive experience in multiple industries. Solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, strong sense of accountability, enthusiastic and results-oriented with a demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Brand Ambassador
Inktel Contact Center Solutions
, FL
08.2023 - Current
- Maintained detailed records of customer interactions, transactions, and comments for future reference.
- Provided excellent customer service to resolve customer complaints promptly.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Virtual Executive Assistant
Signature Planning
Puyallup, WA
03.2020 - 05.2023
- Coordinated meetings and work schedules for staff teams and executives.
- Leveraged word processing software to create proposals, letters, and memos.
- Entered customer information and updates in the database system to track leads, interactions, and relationships and propel sales opportunities.
- Opened, read and replied to e-mails, letters and correspondence on behalf of executives.
- Provided secretarial and office management support while building cooperative working relationships.
Executive Officer
Simply Inspired Publishing
Reynolds, GA
09.2016 - 03.2020
- Oversaw scheduling and implementation of weekly maintenance projects while forecasting and targeting potential issues.
- Developed and established marketing strategies for implementation nationwide.
- Researched models of best practices in fostering customer engagement with the services and products.
- Developed and launched ongoing publications into circulation. Managed and wrote content marketing and website design.
- Direct leadership over all CRM databases and strategies for sale conversions and stability.
- Managed employees and handled all administrative and financial dealings.
Communications Manager
Hand in Hand Financial
Seattle, WA
02.2005 - 08.2016
- Managed multiple projects and tasks simultaneously while managing client expectations.
- Produced internal newsletter and employee communications to keep personnel informed of corporate events and programs.
- Wrote and edited campaigns to deliver strategies and meet project objectives.
- Partnered with internal business stakeholders, subject matter experts and thought leaders to develop internal and external content to highlight purpose-driven projects and unique culture.
- Monitored the effectiveness of the various programs, adjusting as needed. Human resources duties, such as the recruitment and training of employees.
Call Center Lead/Hybrid Remote
Access Media 3
Oak Brook, IL
07.2012 - 05.2014
- Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees.
- Resolved team support issues with an efficient approach to keep the call center operating smoothly and customers satisfied with services.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
- Developed administrative processes to achieve organizational objectives and improve office efficiency.
Education
Bachelor of Science - Psychology
Vermont State University
Vermont06-2025
Bachelor of Arts - Business Administration
Ashford University
San Diego, CASkills
- Call Management
- Product Knowledge
- Problem-Solving Abilities
- Escalation Management
- Critical Thinking
- Customer Service
- Strong Communication
- Microsoft Office Suite
- High-Energy Attitude
- Inbound and Outbound Calling
- Accountability
- SMILE method approach
- Single-Point-of Contact
- One Call Resolution
Accomplishments
Maintained Grade A Representative with High CSTAT scores
References
References available upon request.
Timeline
Brand Ambassador
Inktel Contact Center Solutions
08.2023 - Current
Virtual Executive Assistant
Signature Planning
03.2020 - 05.2023
Executive Officer
Simply Inspired Publishing
09.2016 - 03.2020
Call Center Lead/Hybrid Remote
Access Media 3
07.2012 - 05.2014
Communications Manager
Hand in Hand Financial
02.2005 - 08.2016
Bachelor of Science - Psychology
Vermont State University
Bachelor of Arts - Business Administration
Ashford University
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