Daniel Armstrong
Trumbull
Summary
Versatile hospitality professional offering a unique blend of luxury travel sales, tour leadership, and customer service excellence. Advanced from hands-on tour direction to luxury expedition planning, consistently delivering outstanding guest experiences across diverse settings. Demonstrated success in managing high-value client relationships, leading international teams, and creating memorable experiences for guests from varied cultural backgrounds. Known for maintaining exceptional service standards while handling complex logistics, resolving guest concerns, and exceeding customer expectations. Brings additional strengths in cross-cultural communication and team leadership, developed through international work experience and promotion to senior positions.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service Representative
Conduent
08.2024 - Current
- Manage 40+ daily customer interactions with a focus on delivering personalized, empathetic service while maintaining a positive satisfaction rating.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborate with internal departments to expedite resolution of complex cases, ensuring customer satisfaction and compliance with company policies.
- Develop expertise in multi-system navigation to provide real-time solutions for account access, claim status, and benefit eligibility questions.
Travel Specialist
Lindblad Expeditions
04.2022 - 09.2023
- Expertly guided clients through complex expedition planning, including destination selection, itinerary customization, and special accommodation requests for voyages ranging from $15,000 to $50,000
- Developed deep product knowledge of 40+ global destinations and 15+ expedition vessels to provide detailed recommendations tailored to each client's interests and needs
- Successfully managed multiple booking systems while handling concurrent client communications across phone, email, and internal platforms
- Utilized CRM systems effectively to track client interactions – ensuring timely follow-ups on inquiries or booking requests.
Teacher
Dalton Xinhua School
Shenzhen, China
01.2020 - 08.2021
- Managed daily interactions with 100+ students and parents, consistently delivering high-quality service while maintaining professional relationships with diverse international clientele.
- Collaborated with an international team of 10+ educators to create standardized curriculum materials, showcasing strong cross-cultural communication skills.
- Created and maintained detailed documentation systems for tracking student progress and program outcomes, ensuring consistent quality standards.
- Successfully resolved parent concerns and expectations through proactive communication and thoughtful problem-solving approaches.
Senior English Teacher
EF Education First
Shenzhen, China
08.2017 - 01.2020
- Adapted teaching methods for diverse age groups (3-16 years), showcasing ability to customize service delivery for different customer demographics.
- Advanced to Senior Teacher role within team of 12 educators, taking on additional responsibilities in staff training, classroom observation, and quality assurance.
- Led talent acquisition initiatives including screening, interviewing, and onboarding new team members, demonstrating strong personnel management abilities.
- Conducted performance evaluations and mentored a team of 12 teachers, developing their customer service and classroom management skills.
Tour Director
Worldstrides
Washington, D.C.
10.2014 - 03.2017
- Led multi-day educational tours throughout Washington D.C., managing all aspects of guest experience including accommodations, scheduling, and educational programming.
- Handled real-time problem solving for issues such as weather changes, venue closures, and last-minute itinerary adjustments.
- Maintained group safety and schedule adherence while navigating large parties through high-traffic tourist areas and multiple daily venues.
- Managed budgets and logistics for multi-day tours, ensuring smooth operations and cost effectiveness.
Infantryman
Army National Gaurd
Jericho, VT
01.2011 - 01.2017
- Recipient of Army Service Ribbon.
- Recipient of National Defense Service Medal.
- Recipient of Unit Valor ribbon
Education
Certificate - Full Stack Web Development
NuCamp Coding Bootcamp
Remote 08.2023 - 06.2024
Bachelor of Arts - Criminal Justice
Norwich University
Northfield, VT 08.2010 - 05.2014
Skills
- Customer Service
- Problem-solving Under Pressure
- Guest Relations & Experience Management
- Reservation Systems
- Critical Thinking
- Cross-cultural Communication
- Team Training & Development
Timeline
Customer Service Representative
Conduent
08.2024 - Current
Certificate - Full Stack Web Development
NuCamp Coding Bootcamp
08.2023 - 06.2024
Travel Specialist
Lindblad Expeditions
04.2022 - 09.2023
Teacher
Dalton Xinhua School
01.2020 - 08.2021
Senior English Teacher
EF Education First
08.2017 - 01.2020
Tour Director
Worldstrides
10.2014 - 03.2017
Infantryman
Army National Gaurd
01.2011 - 01.2017
Bachelor of Arts - Criminal Justice
Norwich University
08.2010 - 05.2014
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