Nicole Daly

eCommerce & Ops Associate

2024 – Present

Analysis, Reporting, and Forecasting: Directly responsible for daily inventory uploads across all eCommerce retail partners, maintaining accuracy and ensuring fulfilment of all orders. Successfully worked with management teams for requested sales reporting and demand forecasting.

Project Management: Lead the team in Seasonal product builds and expansion. Worked with a specified team in charge of graphic design and licensing approvals within the US Collegiate school system. • Assisted with internal product sku restructuring to ensure that all systems were mapped correctly for accuracy and efficiency using QuickBooks, Shopify, and SkuVault. • Supported Sales team in AD Hoc projects and needs.

Order Management: Monitored the systems and channels that receive and facilitate all eCommerce orders while supporting the production team during peak seasons. • Ensured all orders meet required SLAs with retail partners. • Facilitated all required EDI documents in accordance with vendor compliance requirements within the B2B and D2C channel. • Assisted onsite production team with inventory organization, management, and replenishment when needed.

Core Production Assistant

2021 – Present

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.

EComm Ops Specialist

2019 – 2021

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.

Senior Customer Service Lead

2018 – 2019

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.

Customer Service Representative

2016 – 2018

•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 (Universal)

2014 – 2016

• 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.

Bachelor's of Arts

2008 – 2013

Bachelor's of Arts