Dorothy C.

Armstrong
10321 Grand Oaks Trail
Woodbury, MN 55129
(651) 263-5103

SKILLS:

• Respected Management skills

• Strong communication skills with all levels of management, timely and accurate to common
issues and solutions. Both written and oral
• Strong sales and closing skills
• Remarkable problem solving skills - plan & execute
• Strong leadership skills, with the ability to teach & motivate
• Effective project management
• Effective organizational and time management skills
• Ability to work independently and as part of the team
• Analytical abilities with a high attention to detail
• Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Web based
applications including Outlook, Oracle, Skylook, Encore, VOIP, Softphone

WORK EXPERIENCE:

FLS Connect, LLC November 2005 to Present

St. Paul, MN

Quality Assurance Manager- Responsible for managing two shifts of internal quality assurance
representatives with QA initiatives aimed at ensuring the integrity and quality of all outbound calls executed
on the Company’s behalf in three call centers. Ensure compliance with established internal company policies
and procedures.

FLS Connect-Call Center Manager (Hastings, MN): 2008 election cycle.

FLS Connect- WFH (work from home program): 2007; Responsible for overall management, testing and
implementation of a new program targeting experienced fundraisers to run high dollar fundraising campaigns
from home.

Daily Job Functions:

• Daily management of two shifts with focus on CPH, efficiency, scheduling, ongoing training and staff
development.
• Manage and report feedback on live and recorded outbound telesales calls for multiple call centers
for use in coaching, training.
• Scheduling
• Trend observation/reporting
• Internal and external department calibrations
• Manage validation process for third party verification
• Verify script adherence requirements as directed by Account Executives. Verify and advise on
script deviations and QA compliance issues.
• Rewrite fundraising scripts based off first day feedback for performance.
• Create validation script templates as needed for unique projects
• Assist IT department with templates to ensure call flow and QA compliance.
• Work directly with Operations/Call Center Management on QA compliance issues.
 • Provide Account Executives with cumulative donor response surveys.
• Manage and report on quality assurance metrics, including identifying and evaluating trends;
coordinating and escalating issues to the appropriate functional groups; providing constructive
feedback; and implementing process improvements.
• Develop, track and distribute reports on a daily, weekly and monthly basis.

Additional Job Functions:

• Advertising, recruitment and retention.
• Training and coaching.
• Problem solving - plan & execute.
• Succession planning.
• Manage and motivate staff
• Provide data analysis to ensure projects run at or above client goals.
• Responsible for timely communication of expectations or process change to staff- Internal &
External
• Review and approve payroll.
• Responsible for quality control of calls, validation, keypunching and data accuracy.
• Communicate issues that may be problems for clients as soon as possible.
• Communicate changes in processes prior to implementation.
• Communicate with all levels of management, timely and accurate to common issues and solutions.
• Track/escalate onsite/offsite disciplinary action when needed.

Ad Media Solutions- April 2003 to April 2005

Irvine, CA

Independent Consultant/ Project Manager- New businesses start up strategies, new product
development, marketing and sales (Business to Business, Retail, and Non-Profit organizations).

Job Functions:
• Creative design and new product development
• Vendor research
• Estimating
• Purchasing.
• Print, fulfillment, direct mail and distribution brokering
• Media solutions
• Scheduling
• Vendor coordination
• Set-up and coordination of email campaigns, merchant accounts and order processing

The Collating Connection- February 1999 to April 2003

Ramsey, MN

Sales Manager- Hand Assembly, Fulfillment, Warehouse, Distribution services

Job Functions:
• Generate new accounts for Fulfillment, Assembly, Warehousing, Direct Mail, and Distribution services
• Maintain existing accounts
• Development and training of new sales representatives
• Estimating
• Bid proposals
• New product and business development for product and delivery including commercial, retail, non-
profit, business to business, nation and international buying/selling
• Targeted email research/campaigns
• Outsource, purchase and approve all artwork for graphic design
 • Print brokering, proof sign off, point of contact, project coordination
• Scheduling and vendor coordination
• Trade show representative
• Extensive national workshop travel/participant
• Project Troubleshooting

A & A UV Specialists/Pioneer Packaging 1982 -1999

Roseville, MN,
Anoka, MN

Administrative/Inside & Outside Sales- Print finishing services

Job Functions:
• Inside/Outside sales of Printing, Folding Cartons, Direct mail, print finishing services including, UV,
Blister Skin coating, Board to Board Mounting and Screen Printing
• Payables, Receivables, General Leger, Customer register
• General labor to ensure job completion to meet deadlines
• Office management
• Inventory and stocking
• Maintain existing accounts
• Scheduling
• Project troubleshooting.

EDUCATION: AAS/EHS, EMT-P, May 1992- June 1995

Certified- EMT, CPR Instructor
Inver Hills Community College, MN

AFFILIATIONS:
• Board Member, BFMA Hospitality Chair 2002-2003
• Member- PIM (Printing Industry of MN)
• Member MDMA- (Minnesota Direct Mailing Association)
• Member- Anoka Chamber of Commerce

**References available upon request