Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sienna Armstrong

Chesterton,IN

Summary

Dynamic customer service professional with extensive experience at Conduent, excelling in conflict resolution and relationship building. Proven track record of enhancing customer satisfaction and loyalty through empathetic communication and effective problem-solving. Skilled in data entry and call management, consistently achieving sales growth and operational efficiency.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Conduent
09.2023 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.

Lead Consultant

Task Force Tips
06.2023 - 06.2024
  • Optimized team performance through effective communication, training, and leadership techniques.
  • Spearheaded the successful completion of complex projects through effective risk management and mitigation strategies.
  • Mentored junior consultants, improving their skills and knowledge through hands-on coaching and guidance.
  • Analyzed requirements, developed cost estimates, evaluated alternative solutions and supported information system acquisition and implementation.
  • Championed quality assurance initiatives to ensure adherence to industry standards in service delivery.
  • Received customer orders, quoted pricing information, performed consultative selling to customers and recommended company products and services tracks.
  • Streamlined internal processes for better resource allocation and improved operational efficiency.
  • Built lasting partnerships with key stakeholders across various industries resulting in long-term collaborations for future projects.

Chat Support Representative

Verizon
01.2022 - 04.2023
  • Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
  • Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
  • Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
  • Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
  • Contributed to a positive work environment by assisting colleagues in resolving challenging situations when needed.
  • Collaborated with team members to share best practices for handling complex inquiries and improving overall performance.
  • Demonstrated flexibility in adjusting work hours or assisting with additional tasks during peak periods, contributing to overall team success.
  • Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.

Sales Representatives

Teleperformance USA
01.2019 - 04.2021
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Expanded customer base through cold calling, networking, and relationship building.
  • Increased sales revenue by identifying and targeting high-potential accounts.
  • Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
  • Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.

Education

Diploma -

Morton High School
Hammond I.N
06.2017

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience
  • Conflict resolution
  • Complaint handling
  • Client relations
  • Customer satisfaction measurement
  • Call center operations
  • Scheduling
  • Follow-up skills
  • Call management

Timeline

Customer Service Representative

Conduent
09.2023 - Current

Lead Consultant

Task Force Tips
06.2023 - 06.2024

Chat Support Representative

Verizon
01.2022 - 04.2023

Sales Representatives

Teleperformance USA
01.2019 - 04.2021

Diploma -

Morton High School

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