The document is a resume for Donna Miller, who has over 20 years of experience in customer service and sales support roles. She has a proven track record of exceeding expectations and uses technology to enhance customer service. Miller currently works as a Sales Support/Planner/Inventory Analyst/Warehouse Supervisor for Sock & Accessory Brands Global, where she oversees warehouse operations and ensures orders are complete and on time. Previously, she held customer service management roles at PGT Industries and Atrium Windows and Doors, developing training programs and serving as a liaison between departments.
Michael J. De Armas
Cary, IL 60013
224-247-3085
dearmas.michaelj@gmail.com
linkedin.com/in/michael-j-de-armas
CLIENT SPECIALIST
CAREER SUMMARY
Unique ability to create efficient teams of customer service personnel in fast-paced environments that can multitask and be proactive while problem-solving and following industry business standards.
Areas of expertise include:
• Training, Coaching, and Mentoring
• Quality Control and Assurance
• Procedure Implementation
• Order Entry and Processing
• Conversational Spanish
• Administrative Support
• Process Development
• Team Collaboration
• Conflict Resolution
• Product Inspection
• Client Support
• MS Word, Excel, Outlook
Michael J. De Armas
Cary, IL 60013
224-247-3085
dearmas.michaelj@gmail.com
linkedin.com/in/michael-j-de-armas
CLIENT SPECIALIST
CAREER SUMMARY
Unique ability to create efficient teams of customer service personnel in fast-paced environments that can multitask and be proactive while problem-solving and following industry business standards.
Areas of expertise include:
• Training, Coaching, and Mentoring
• Quality Control and Assurance
• Procedure Implementation
• Order Entry and Processing
• Conversational Spanish
• Administrative Support
• Process Development
• Team Collaboration
• Conflict Resolution
• Product Inspection
• Client Support
• MS Word, Excel, Outlook
Demonstrate the implications of new technologies through workshops to the students. Assessing infrastructure to identify opportunities for improvement in future IT Industry
Designing a customized plan to address global organization’s specific needs. Implementing market-leading solutions that help students to grow and thrive
Managing the complete functionality of the entire engagement throughout from workshop till admission.
Demonstrate the implications of new technologies through workshops to the students. Assessing infrastructure to identify opportunities for improvement in future IT Industry
Designing a customized plan to address global organization’s specific needs. Implementing market-leading solutions that help students to grow and thrive
Managing the complete functionality of the entire engagement throughout from workshop till admission.
Solutions-orientated Project Manager with experience in developing and implementing complex infrastructures and technical solutions for industry leaders. Accomplished leader in business-to-business networking, sales, marketing and business-to-business communications. Strong project management skills with proven ability to manage large-scale, highly visible projects through to completion. Skilled in providing effective leadership in fast-paced, deadline driven environments. Able to lead and motivate teams. Outstanding presentation and communication skills and able to understand business requirements to cross-collaborate and increase profits.
Managed, supported, and participated in technical support function; providing technical support to clients regarding the resolution of product hardware, software and operating system; managed resources allocations for computer operations; and provided life-cycle management solutions.
Developed, organized, and implemented IS/IT operational areas; assessed new technology opportunities, developed information management processes to monitor demand and capacity requests; and planned for services life cycle.
Provided full-scale technical support applications to enhance technical operation, and service; fostered, developed, deployed and executed cross-platform, cross-vendor, in-house,developed applications and shrink-wrapped applications; file conversion; security; template building applications; virus prevention; virus detection/eradication; and documentation/reporting; ensuring the integrity and security of corporate data in the transfer of these files to new applications,
1. DONNA MILLER
253 Mallard View Lane, Winston Salem, NC 27127
(336) 250-7461 tmiller51@triad.rr.com
Energetic Customer Service Professional with 20+ years of experience leading and training staff in all
customer service and client relations programs, plans, and initiatives. Established record of performance
in exceeding corporate and client expectations. Attentive listener and expert communicator with a talent
for quickly determining customer needs and applying appropriate solutions to meet those needs.
Technically astute and embrace technology to enhance customer service. Honest and dedicated with a
high degree of professionalism. Team builder and leader with a strong work ethic and established
reputation for quality, satisfaction, and results.
PROFESSIONAL EXPERIENCE
Sales Support/Planner / Inventory Analyst/ Warehouse Supervisor
Sock & Accessory Brands Global LLC, Mocksville, NC (12/2010 – Present)
Perform in a multifaceted role within sales support, customer service, inventory management,
scheduling and purchasing.
Serve as a liaison between sales,customers, design and factories in order to develop and produce
products that will have a high sale through rate.
Create informative documents that will provide clear direction to the factories on how to produce,
package and label products.
Create and analyze reports to determine profit margins, trends, inventory levels, and top selling
products.
Accountable to oversee the entire warehouse operation which receives and stores,moves and
ships product to and/or from the warehouse while making safety,efficiencies, and customer
service a priority.
Supervises and coordinates the activities of those engaged in the loading, unloading, moving and
storing customers’ product in an efficient and safe manner.
Ensures customers’ orders are complete and on time – the right quantities in the right place at the
right time, in the right loading patterns.
Increased efficiency from 63% to 120%, reduced turn over by 55%, and reduced charge backs by
63%
Customer Service Manager
PGT Industries, Salisbury, NC (9/2007 – 12/2008)
Planned, coordinated, and managed all start-up requirements and functions for the new Customer
Service Division.
Created business plan, and developed business processes, procedures, and departmental goals.
Worked closely with IT in development/implementation of ACD Call Center Management Phone
and Reporting System, as well as all hardware/software for the department.
Implemented new goals and programs for optimum customer service and increased client
satisfaction via call response within 30 seconds (90% of time), returned quotes in 30 minutes, and
less than 3 data entry errors for every 1,000 lines entered (99.7% accuracy).
Recognized as an integral leader for product development to meet customer needs, building
codes, and product pricing for strategic placement of PGT Industries in the marketplace.
2. National Sales Trainer
Atrium Windows and Doors, Welcome, NC (11/1993 – 9/2007)
Performed in a multifaceted role within customer service, training, and operations.
Developed and presented informative and participatory training sessions on products, systems,
and procedures for customers and clients, as well as newly hired employees, and sales/operations
teams.
Served as a liaison with all company departments and IT division on all systems and programs for
optimum technical services and programming. Reported on any changes/requests of customer
base for an enhanced web based order management systems.
Developed Q&A for system changes and upgrades prior to live releases that enhanced technical
operations and work efficiencies.
Recognized as a road warrior who travelled onsite to multiple customer locations and provided
systems, product, and procedure training and instruction.
Key participation on multiple new product designs and implementations.
EDUCATION
College Credits in Business Administration
Davidson County Community College, Thomasville, NC
Credits Acquired Toward Nursing Degree
University of Kentucky, Lexington, KY