Monique De Blase

E-comm & Operations Associate

2017 – Present

Coordinating overall site operations and customer experience across all brands. (Quiksilver, Roxy, & DC) Responsible for creating and distributing daily open order report to eCommerce team. Identifying and reporting issues to appropriate team members and channels per documented procedures. Working closely w/Logistics Team and monitoring all orders originating on eCommerce channel to ensure they ship out in a timely manner. Liaison with Customer Service Team to ensure all customer needs are met and communication is delivered. Continuously working closely with Senior Operations to improve the branded customer experience.

E-Commerce CS Supervisor

2016 – Present

Coordinating and managing overall site performance and operations across all brands (markdowns, product building, copywriting, etc...) monitoring of order flow, settlement, and issue resolution.

Working closely with warehouse and overseeing daily logistics of all e-commerce shipping.

Responsible for supervising customer service agents and other staff. Training and coaching, employees on how to deliver the best customer service possible.

Proactively managing customer response time and resolving all customer inquiries in a timely manner via phone, chat & email.

Handling escalated incidents that cannot be resolved by agents.

Monitoring 3rd party retailer’s pricing as it relates to MAP policies.

Work closely with all brands to continuously improve the branded customer experience.

E-Commerce Coordinator

2015 – 2016

Coordinating and managing overall site performance and operations (promotional, new product setup, inventory, etc...) monitoring of order flow, settlement, and issue resolution.

Updating all online shop setup & copy-writing.

Managing all customer service processes and systems for e-commerce site.

Working closely with warehouse and overseeing daily logistics of all e-commerce shipping.

Proactively managing customer response time and resolving all customer inquiries in a timely manner via phone & email.

Proposing activities to serve gross sales and earnings of the company’s e-commerce channel.

Account Specialist

2014 – 2015

Assisting specialty boutiques and major accounts throughout the entire ordering and delivery process.

Entering/picking/invoicing orders and scheduling deliveries for all specialty boutiques and major accounts.

Working closely w/sales reps to meet/exceed sales goals and prospecting new customers.

Ensuring all the needs of specialty boutiques and major accounts were being fulfilled.

Operations & Marketing

2011 – 2014

Responsible for overall operations management.

Coordinating workflow among primary and 3rd party staff.

Assuming daily duties such as creating orders, pick tickets, invoicing, and keeping track of the company’s finances.

Organizing and working all sample sales, trade shows, photo shoots.

Updating all social media outlets and online shop copy-writing.