Michael AmicAngelo

People management for 29 frontline call center and T&S agents at a moving and storage startup. Policy development and implementation, damage assessment, SOPs creation, and building systems to scale during rapid expansion.

Policy operationalization, social media response management, risk management, damaged property claims assessment, and customer experience enhancement. Handled highest-tier user de-escalation via Zendesk, SMS, and calls.

Served as the highest escalation point for sensitive user situations, including legal threats, missing persons reports, and payment disputes for a user base of 14 million globally. Enforced TOS and shaped policy with cross-functional input.

Risk analyst, assessor for damaged and lost property claims, conflict resolution, social media management, bank dispute arbitrator, and BBB dispute specialist. Standardized charge dispute communications for a 23% increase in win rate.

Project manager and web developer for a horror podcast. Built WordPress site, created social media and podcast publishing ecosystem, wrote and edited scripts, produced videos, and developed project timelines.

Serviced a national client base through Bloomingdales' eCommerce platform with home goods and style advising, conflict resolution, and in-store counter management. Consistently in 90th percentile for total sales per month.

Full-stack web developer for a Keto restaurant company. Built Square ordering system for in-store iPad and ticketing integration, and a WordPress landing page.

Full-stack web developer for an independent leather distributor. Built with Django, Bootstrap, CSS grid, transitions, and JavaScript. Implemented responsive design, Instagram API feed, and hosted on AWS EC2.

Front-end web developer for a catering company. Migrated EZCater ordering system and payment processing to Stripe via Squarespace, performed complete front-end overhaul, and built SEO-tagged menu list.

Front end developer for a hospice. Built custom UI using HTML, CSS3, JavaScript, and jQuery. Condensed 60 CSS pages into 5, removed hardcoding, and added ADA accessibility features.

Marketing strategist for client-facing and omni-channel sales in luxury retail. Targeted clients by spending patterns, built image database, and established online storefront. Took location from twelfth to third nationally in sales revenue.

Business management and sales for luxury cosmetics retail. Handled inventory management, daily sales tracking, omnichannel marketing, and personalized consultations.

Makeup artist, skincare consultant, and fragrance expert for Giorgio Armani cosmetics. Conducted omnichannel outreach, maintained counter merchandising, and oversaw social media pages.

Makeup artist, skincare consultant, and fragrance expert for Estee Lauder cosmetics. Published omnichannel marketing campaigns, taught beauty techniques, and led all-store clinics. Took counter from lowest performing to top 5.

Certified makeup artist (color specialist), skincare consultant, fragrance consultant, and hair consultant. Provided full consultations and trained customers on over 35 cosmetic and skincare lines.

Nonprofit housing and credit assistance. Managed Outreach, Customer Experience, and Customer Success teams. Founded Customer Success team, reducing client churn with a 27% save rate in first quarter.

Experienced at register, espresso bar, new-hire training, and customer relations. Designed a re-training method that increased production speed and beverage quality scores by 23%.

Site leader for sediment analysis team. Oversaw sample extraction, preparation, and analysis. Compiled data reports, developed collection methods, and directed a symposium.

Responsible for safety of children in cabins. Oversaw a cabin of ten 12-year-old boys, created team-building and environmental education activities, and helped design a community garden.

Full Stack Development program at CodingDojo, completed in 2018.

Bachelor's of Arts in Japanese Language and Literature from the University of California, Berkeley, completed in 2010.