MONICA DOUGLAS
Houston,TX
Summary
Ability to communicate professionally to establish rapport with individuals from diverse backgrounds. Consistent with maintaining a positive work environment and demeanor. Strong Technical Support skills, Customer care, and E-commerce experience. Provide Tier 2 and 3 support. Detail-oriented, organized and industrious. Possesses comprehensive knowledge of standard operating systems, Does really well in high volume environments to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Skilled in identifying and resolving complex technical issues. Learning the importance of balance. To be of service and always have the best interest of the company and customer at all times.
Experienced with the following systems i.e. Shopify, Magneto, Volusion, EDI, Cold Lion, Loop Returns, Salesforce, QuickBooks, Netsuite, ChannelOnline-CRM, Azure, Jira, and Atlassian.
Overview
10
10
years of professional experience
Work History
Technical Support Specialist
1Worldsync - Channelonline
09.2021 - Current
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team for ChannelOnline system.
- Resolve diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones. Using automation, procurement, and e-commerce.
- Assisted customers in identifying issues and explained solutions to restore service and functionality. Test system for issues reported by clients to our company’s developers.
- Escalate issues with development such as bugs in the system, new feature request, and improvement request. Work hand to hand with engineers as a team.
- Conduct weekly trainings for new clients or existing clients who need guidance on how to use the tool properly.
- Walk individuals through basic troubleshooting tasks. Monitored systems in operation and quickly troubleshot errors.
- Use Jira ticketing systems to manage and process support actions and requests.
- Creating Jira tickets of new features requested by our clients to further support the tool growing and expanding the functionality for our customer’s needs using atlassian.
- Working alongside our engineers to always ensure I’m the voice for customer but also our engineers. Ensuring everyone's needs our met from back end and front end,
- Testing errors in our system related to syncs with QuickBooks, ConnectWise, Salesforce, and Autotask.
- Overall, keeping customer satisfaction as main priority, ensuring they’re heard and that their needs are always met.
- Translated complex technical issues into digestible language for non-technical users.
E-commerce Customer Service Specialist
The Foundation
02.2020 - 09.2021
- Assisted clients with product questions to facilitate online ordering process. Responsibilities include answering customer inquiries through Zendesk for multiple brands under the FDS umbrella
- This includes all current brands in the portfolio: AARKE, Kappa, Kway, Magnaframe, Medipop, Morileaf, Printworks, Rokit-One, Soeder, Steamery, Vision Street Wear, and Wellknown Studios, etc
- Provide management with reports on customer needs, problems, interests, competitive activities, and potential for new products and services requested by the customer
- Manage Amazon Customer Service for the brands sold on Amazon Marketplace
- Collaborate with Marketing and Social Media team to resolve customer service concerns reported via social media channels
- Help assist with returns and overall customer day to day engagement.
Customer Service Advisor
Farfetch
03.2018 - 01.2020
- Assisted large volume of customers every day with positive attitude and focus on customer satisfaction.
- Helped customers with order inquiries via several channels (email and telephone), provide product and service information to customers when necessary
- Resolve standard difficulties and issues with customers such as lost parcels, order delays, repairs, cancellations, interact with other departments in order to find solution for pending issues
- Escalate incidents as appropriate
- Gather feedback from customer issues and concerns about company procedures
- Document and record problems/ enquiries by email or telephone
- Place phone orders.
- Investigated fraud orders to determine approval on cancelled orders.
- Responded to customer needs through competent customer service and prompt problem-solving.
Wholesale Customer Service Representative - Temp
Chrome Hearts
01.2016 - 07.2016
- Acting as liaison to sales reps in the US, Brazil and Mexico territories
- Responsibilities include email correspondence, answering phones and filing
- Daily tasks including heaving phone calls and data entry
- Managing Rep accounts, ensuring all clients get product replenishment
- Working with company accountants to make sure all accounts are in good standing payment terms
- Reviewing and setting up dealer agreements with new accounts
- Also making sure to be as detailed as possible with legal documents
- Editing daily sales reports for accounts, checking return percentages
- Tasks also include working with Excel, EDI, Logistics, shipping documents, Proforma invoices and Microsoft Dynamics.
Online Supervisor
Kitson LA
11.2014 - 11.2015
- Started as online sales associate and quickly moved up due to work performance and experience
- Managed both fulfillment and customer care department
- Oversaw a team of associates that would execute all orders efficiently
- Acted as final approval for all online orders placed on the website
- Managing all fraudulent credit card activity to keep company risk at minimum
- Pulling merchandise from warehouse as well as 22 Kitson stores if not available at warehouse.
Online /Store Sales Associate
Unica Melrose
09.2013 - 12.2014
- Effectively executing strong sales goals each day by maintaining a good client base, communicating professionally with clients to achieve a style goal that works for them
- Daily inventory pulls of merchandise in-store and online, pricing items on sale by date and traffic
- Collecting all merchandise for all online orders from warehouse, packing and shipping in proper conditions
- Creating new product sku’s for new merchandise, also creating the prices for the merchandise based on inventory invoice
- Giving the best customer service to online clients, ensuring that all needs are met
- Assisting with questions regarding returns and exchanges online.
Education
No Degree - Business
Los Angeles Valley College
Valley Glen, CA09.2009
High School Diploma -
City Of Angels - Independent Study High School
Van Nuys, CA04.2008
High School Diploma -
Hamilton High School
Los Angeles, CA09.2006
Skills
- Intertrade and Microsoft Dynamics As well as: Word, Excel, POS, CRE, UPS Workstation and Retail Pro, Shopify, Magneto, Volusion, EDI, Azure, JIra
- Software Debugging
- Feature Activation
- Atlassian JIRA
- Demonstrate initiative, good judgement, identify and solve problems independently
- Highly detailed oriented Work well in high volume environments
- Always focusing on increasing profits through creating a great overall experience for each customer Finding creative solutions in customer satisfaction
- Troubleshooting and Diagnosing
- Very Analytical
Timeline
Technical Support Specialist
1Worldsync - Channelonline
09.2021 - Current
E-commerce Customer Service Specialist
The Foundation
02.2020 - 09.2021
Customer Service Advisor
Farfetch
03.2018 - 01.2020
Wholesale Customer Service Representative - Temp
Chrome Hearts
01.2016 - 07.2016
Online Supervisor
Kitson LA
11.2014 - 11.2015
Online /Store Sales Associate
Unica Melrose
09.2013 - 12.2014
No Degree - Business
Los Angeles Valley College
High School Diploma -
City Of Angels - Independent Study High School
High School Diploma -
Hamilton High School
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