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Core Production Assistant 

Over 10 years of exceptional Customer Service success and customer retention. Providing Customer Service solutions as well as conflict resolution for the D2C base. Over 5 years of experience in innovating and optimizing operation solutions for a 3PL business with a multi brand portfolio. With a keen eye for prevention and management of fraud risk, ensuring financial security for businesses. I am a self - starter who is detailed oriented who thrives best in a fast- paced environment.

Vendor Management and Revenue Assurance (RA): Worked directly with over 20 outside vendors across the cut/sew categories driven for O’Neill Clothing and recovered over $1K in lost revenue by holding vendors accountable for purchase order shortages, delivery delays, QC issues, etc. and followed through with debit memos when needed.

Process Improvement: Successfully tracked, received, and organized samples for Sr Production Managers per product category. Collaborated with team members to improve other internal processes as, for example, establishing a standardized weekly WIP report to ensure consistency and accuracy of PO information distributed cross departmentally.

• Effectively monitored assigned product category for multiple seasons from time of PO issuance to bulk product receipt.
• Created, issued and maintained accuracy of all production POs for USA shipments for assigned product category .
• Managed vendor payment process including invoice submission and/or timely receipt of invoices if payment method is letter of credit.
• Managed receipt of all product testing results and compliance requirements for assigned product category prior to bulk ready date.
• Worked internally with our logistics team to obtain freight details and/or rectify any shipment discrepancies.

Hiring and Training Operations Staff: On-boarded over 20 new hires for eCommerce Customer Service
representatives. Created company-wide training SOP documents for training new employees to drive less attrition.
 
Process improvement & RA: Identified a flaw with the online return / exchange platform recovering $20K in lost revenue. Solved integration issues across a portfolio of brands resulting in $120K in in potential lost revenue.

Business Development: Assisted with onboarding new brands; prepared them for system integration.

•Focused on optimizing day-to-day operational activities and identifying new opportunities to enhance 
business and customer experience, improved systems infrastructure and integration, and drove sales.
• Supported the eCommerce Operations Manager with project planning, execution and follow-up.
• Functioned as business Analyst for all bug fixes and enhancement requests.
• Reported regularly on key performance metrics: order processing, customer service performance,
returns processing, and shipping initiatives.
• Kept abreast on industry trends, best practices, and competitors' sites.

EComm Ops Specialist

Process Improvement & RA: Assisted with chargeback and fraud management to recover ~ $5K semi - annually with dispute resolutions and monitoring. Lead the team with Revenue Assurance process development through third-party applications.

•Assisted with escalated consumer driven calls to find an ultimate resolution. Focused on optimizing procedural and operational development within the department.

Senior Customer Service Lead

•Focused on creating a world class customer service experience, while retaining customer loyalty.
• Direct contact for the consumer base on a multi-channel portfolio for 5 brands.
• Assisted customers with warranty related questions, order related issues, returns, and over-all product knowledge questions.

 


 Customer Service Representative

• Responsible for preforming telesales, sports accounts, Optical Channel, warranty, and general
product knowledge calls for Oakley.
• Worked directly with D2C as well as B2B accounts via email, chat, or by phone.

Customer Service Representative (Universal)

Find out detailed information about Nicole Daly, Core Production Assistant  in Rancho Santa Margarita, CA

Nicole Daly: Core Production Assistant in Rancho Santa Margarita, CA

Nicole Daly

The La Jolla Group

The La Jolla Group

The La Jolla Group

The La Jolla Group

Oakley, Inc.

University of South Florida