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
Want to move your career forward? Looking to build your leadership skills while helping others learn, grow, and improve their skills? Seeking someone who can guide you in achieving these goals?
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About Hector Del Castillo
Hector is VP of Professional Development at the PMI Silver Spring Chapter, and CEO of Bold PM. He's a mid-market growth product executive and changemaker. He works with mid-market product-driven software executives to solve their biggest growth problems. He scales product growth, optimizes ops and builds loyal customers. He has reduced customer churn 33%, and boosted sales 47% for clients. He makes a significant impact by building and launching world-changing AI-powered products. If you're looking for an engaging and inspiring speaker to spark creativity and innovation within your organization, set up an appointment to discuss your specific needs and identify a suitable topic to inspire your audience at your next corporate conference, symposium, executive summit, or planning retreat.
About PMI Silver Spring Chapter
We are a branch of the Project Management Institute. We offer a platform for project management professionals in Silver Spring, MD, and the DC/Baltimore metro area. Monthly meetings facilitate networking, knowledge sharing, and professional development. For event details, visit pmissc.org.
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Exploring Career Paths in Cybersecurity for Technical CommunicatorsBen Woelk, CISSP, CPTC
Brief overview of career options in cybersecurity for technical communicators. Includes discussion of my career path, certification options, NICE and NIST resources.
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1. S U S A N N L I P P O L D
4414 Chinchilla Ave. Mount Joy, PA
Cell: 717- 314 -8472
susann.lippold@yahoo.com
CAREER SUMMARY ________________________________________________________________________
Energetic, hardworking, and knowledge seeking professional with excellent communication skills. Recognized for
achieving excellence and exceeding the expectations of internal and external customers.
PROFESSIONAL EXPERIENCE_______________________________________________________________
Senior Account Manager 2015 - Present
The Jay Group Lancaster, PA
Oversees, manages and executes e-commerce fulfillment services working directly with Luxury
Brand Cosmetics Corporate Managers
Manage the relationship between Luxury Brand Cosmetics and TJG and determine and execute
appropriate responses to standard client communications, involving necessary stakeholders within
TJG as each situation requires.
Support invoice processing and payment issues resolution.
Engage actively in supplier performance management, measurement & KPI maintenance.
Coordinate work of various functional groups such as Operations, IT, Quality, and Billing.
Maintain forecast planning and communication to internal stakeholders for production planning.
Communicate/escalate supply chain, operational and performance issues in a timely manner
Conduct regular meetings with Operations/Business managers to ensure customer needs and
timelines are achieved
Measure, track, trend and promote improvement of process metrics
Vendor Performance and Services Coordinator for Drop Ship 2013 – 2015
QVC West Chester, PA
Actively manage and evaluate vendor performance
Work closely with the vendorcommunity providing effective written & verbal communication of
performance expectations, returns processing,and third party provider requirements
Coach vendors to help improve performance and communicate appropriate drop ship criteria
Understand and interpret reporting providing feedback for improvement, and to verify actions
are implemented in order to achieve desired results
Review and action backorders and PAF’s daily
Oversee returns process and the EDI communications between QVC and third party partners
Partner with Merchandising and Customer Care & Effort to ensure all Drop Ship vendors are in
alignment with the QVC business strategies
Identify effected orders and manages resolutions regarding any issues or concerns
Ensure order fulfillment is executed according to QVC requirements
Work togetherwith peers and key stakeholders in defining and developing the dropship business
rules to ensure scalability and ability to meet changing business demands
2. Quality Assurance Product Evaluator 2009 - 2013
QVC West Chester, PA
Perform Evaluations on product categories including Home Textiles, Apparel./Accessories,
Beauty/Health, Medical Devices, Hardgoods and Jewelry
Process 1st Piece Sample Evaluations in accordance with Legal and Quality Assurance Guidelines
Trained in the Testing Function for Apparel/Accessories,Hometextiles, Jewelry & Hardgoods
Educate vendors on the Quality Assurance Evaluation process during Vendor 101
Created handouts and forms including a “Multi Size Submission Form” designed to assist with
the transition between Physical and Transfer samples
Validate Regulatory Quality standards
Initiate Non-Conformance Investigation Documentation
Quality Assurance Inspector 2003-2009
QVC Lancaster, PA
Inspection of all incoming receipts; apparel, accessories and cosmetics
Perform off-site inspections including Shoes on Sale, PSFGA Inspections, Clark Shoes, and
Cosmetics
Created detailed reports with images of off-site inspections utilized by Management and Vendors
Trained in Receiving, Bin Storage, QA Returns, Universal/Express, Automation, Rework, and
Inventory
EDUCATION__________________________________________________________________ _______________
Bachelor of Arts in Corporate Communication 2011-2015
Elizabethtown College, Elizabethtown, PA
SKILLS_____________________________________________________________________________________
Fluent in Spanish, proficient in Italian and French
Proficient in Microsoft Office Software - Word, Excel, PowerPoint & Outlook
Knowledgeable in Lotus Notes, IBM, WMS, Toad, Access,SAP and Quest
Skilledinthe preparationandanalysisof reportingdata
ACHIEVEMENTS_____________________________________________________________________________
Recipient of Department Rewards including – “Shining Star,” “Spotlight,” “Movers &
Shakers
REFERENCES________________________________________________________________ ________________
Available upon request
Complete Availability