Summary
Overview
Work History
Education
Skills
Recognition
Timeline
Generic

SYDNEY ARMSTRONG

Grand Rapids,MI

Summary

Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, dedicated team player bringing necessary experience and knowledge tacking operational demand.

Overview

5
5
years of professional experience

Work History

Team Lead

Fifth Third Bank N.A
01.2021 - Current
  • Delivers leadership support for front line CCC specialist as next tier support for escalated complaints and consult calls. documenting all interactions throughout Complaint Management Tool.
  • Communicates with management any trends, high risk or systemic issues identified when reviewing or researching customer complaints.
  • · Worked with team to identify areas of improvement and devised solutions based on performance.
  • Implement and trains specialists on any updates in policies and procedures.
  • Serves as liaison between leadership and CCC specialists as a primary contact for the department in the supervisor absence.

Customer Service Representative

Fifth Third Bank N.A
02.2019 - 01.2021
  • Developed relationships and treat customers with genuine care by listening to their specific needs, asking questions to gain deeper understanding, and guide them to meed financial need.
  • Delivered follow up to customer questions and addressed issues to execute a solution.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Be responsive and timely with correspondence to keep lines of communication open and clear. Generating trust and ownership by keeping all customer business confidential.

Education

Bachelor of Arts - Fashion Design

The Illinois Institute of Art - Chicago
Chicago, IL
07.2018

Skills

  • Conflict Resolution
  • Identifying Risk / Resolution
  • Problem-Solving
  • Analytical Thinking
  • Complex Problem-Solving
  • Teamwork and Collaboration
  • Resource Allocation
  • Microsoft Office

Recognition

2023 Horizon Award Winner 

Timeline

Team Lead

Fifth Third Bank N.A
01.2021 - Current

Customer Service Representative

Fifth Third Bank N.A
02.2019 - 01.2021

Bachelor of Arts - Fashion Design

The Illinois Institute of Art - Chicago

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SYDNEY ARMSTRONG