Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Mark Armentano

McDonald,PA

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Procurement Specialist

SAP Ariba
08.2023 - 12.2023
  • Assist customers with using SAP Ariba procurement website
  • Troubleshoot reported technical issues
  • Document customer interactions so others can understand
  • This was a contract only position

Realtor

eXp Realty
07.2022 - 02.2023
  • Presented purchase offers to sellers for consideration.
  • Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
  • Wrote listings detailing and professionally highlighting property features to increase sales chances.
  • Conducted comprehensive market analysis to identify opportunities for investors.
  • Advertised client properties through websites, social media, and real estate guides.
  • Reviewed market research data and changed sales plans accordingly.
  • Maintained connections with clients to encourage repeat business and referrals.
  • Developed and maintained relationships with clients through networking, postcards, and cold calling.
  • Negotiated, facilitated, and managed real estate transactions.

Realtor

Century 21 Judge Fite
02.2021 - 07.2022
  • Presented purchase offers to sellers for consideration.
  • Wrote listings detailing and professionally highlighting property features to increase sales chances.
  • Conducted comprehensive market analysis to identify opportunities for investors.
  • Advertised client properties through websites, social media, and real estate guides.
  • Reviewed market research data and changed sales plans accordingly.
  • Maintained connections with clients to encourage repeat business and referrals.
  • Advised and informed prospective clients on current market activities and conditions.
  • Negotiated, facilitated, and managed real estate transactions.
  • Educated clients on changing or updating properties, buying, and selling techniques and processes to maintain curb appeal.

Technical Support Trainer

Macro Helix
06.2017 - 11.2020
  • Designed and executed training programs for new and existing crew members to provide knowledge, skills and techniques in performing tasks.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Provided coaching and mentoring to employees.
  • Facilitated virtual, in-person and blended learning sessions.
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Trained and mentored new personnel hired to fulfill various roles.
  • Utilized variety of instructional design methodologies to create effective learning experiences.
  • Wrote training manuals for employees and a variety of positions according to strict company guidelines and protocols.
  • Developed and implemented successful onboarding program.
  • Designed and delivered web-based, self-directed learning materials.
  • Maintained current knowledge of all team position requirements.
  • Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
  • Studied crew members during work shift to provide feedback and guidance in improving performance.
  • Documented training and progress on database to enable tracking history and maintain accurate records.

Program Manager - Documentation

Macro Helix, Mark Armentano
03.2016 - 06.2017
  • Researched industry best practices in support of training development and program content.
  • Met with project stakeholders on regular basis to assess progress and make adjustments.
  • Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
  • Developed and maintained logistics workflows, procedures and reports.
  • Managed multiple strategic projects with numerous sub-projects or workstreams.
  • Devised creative solutions to critical customer and user needs.
  • Leveraged project management processes and tools to define and execute projects.
  • Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
  • Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
  • Participated in pilot tests and revised programs based on feedback and results.
  • Identified program obstacles and communicated possible impacts to team.

Customer Service Support Manager

Macro Helix
10.2013 - 03.2016
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
  • Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
  • Monitored employee performance to identify areas for improvement and additional training needs.
  • Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
  • Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
  • Devised recommendations to streamline and simplify customer support system and improve response time.
  • Directed intelligence gathered from customer support channels to product and data science teams to improve products and user experience.
  • Maximized productivity by supervising, mentoring and scheduling team of 10 customer support personnel to meet organizational and operational objectives.
  • Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
  • Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
  • Managed customer service effectiveness by monitoring performance and assessing metrics.
  • Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
  • Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
  • Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.

Team Lead

Macro Helix
02.2013 - 10.2013
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Developed monthly and daily production output plans to deliver on customer service and financial metrics.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Held weekly team meetings to inform team members on company news and updates.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Coached team members in techniques necessary to complete job tasks.
  • Reviewed, implemented and updated company records related to team activities for future reference.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.

Product Support Analyst

Macro Helix
08.2012 - 02.2013
  • Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
  • Executed product solution demonstrations with internal and external users during new releases and troubleshooting calls.
  • Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
  • Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
  • Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
  • Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
  • Created user accounts and assigned permissions.
  • Configured and tested new software and hardware.
  • Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
  • Researched and identified solutions to technical problems.

Education

Kaplan College
2021

High School Diploma -

Bell High School
Hurst, TX
05.2000

Skills

    • Computer Technology
    • Planning and Coordination
    • Software Support
    • Critical Thinking
    • MS Office
      • Salesforce
      • Project Management
      • Staff Training
      • Account Management

Certification

  • Six Sigma Yellow Belt

Timeline

Procurement Specialist

SAP Ariba
08.2023 - 12.2023

Realtor

eXp Realty
07.2022 - 02.2023

Realtor

Century 21 Judge Fite
02.2021 - 07.2022

Technical Support Trainer

Macro Helix
06.2017 - 11.2020

Program Manager - Documentation

Macro Helix, Mark Armentano
03.2016 - 06.2017

Customer Service Support Manager

Macro Helix
10.2013 - 03.2016

Team Lead

Macro Helix
02.2013 - 10.2013

Product Support Analyst

Macro Helix
08.2012 - 02.2013

Kaplan College

High School Diploma -

Bell High School

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