Monica Eng Email & Phone Number

o Pioneered the E-Commerce internal scaling and operational development of the Human Resources, Customer Service, and Marketing Departments at a fast-paced startup.o Managed, mentored, and trained managers and teams to achieve organizational and career goals.o Skilled in cross-functional projects with a focus on continuous improvement and delivering measurable results.o Oversaw and developed the implementation of the company's E-Commerce internal operational strategy, resulting in an improvement of employee retention from 60% to 90%.o Development of E-Commerce P&L's, Payroll, Benefits, SOP's, and performance metrics of each department and role.o Development and monitoring of KPI metrics, Data Management, Returns, Repairs, Claims, Risk/Chargeback, Knowledge-Base, and much more, mentoring and collaborating with managers for continuous improvement.o Reduced overall Customer Service Team operating costs by 60% from the previous years while achieving about 30% increase in work productivity and quality, resulting in brand recognition and reputation.o Reduced overall Marketing Team operating costs by 40% from the previous years while achieving in 55%+ overall customer retention via various marketing strategies.o Developed and executed successful email marketing campaigns, including automated flows, email blasts, and customer segmentation. Led the designs on visually appealing emails that resulted in a 15% increase in open-rates.o Mentored and managed a blog manager, writer, and designer which increased store sessions via blogs by 313% from the previous year.o Execution and employee-management of Company Sales, Product Launches, and Product Features.o Shopify Experience: App Integrations, SMS, Flows, Tagging/Automation. o Managed the online website storefront such as headers/footers, kb/faq, end-user experience.

● Managed daily front-end operations, overseeing scheduling for students and teachers,preparing lesson plans, and ensuring adequate supply levels to support academicprograms.● Streamlined school operations to improve efficiency, resulting in a 20% increase inproductivity across all departments.● Worked collaboratively with faculty and staff to identify areas for improvement inacademic programs, extracurricular activities, and student support services, developingaction plans to address issues and enhance performance.● Provided support to students and parents in matters related to academic programs,scheduling, and student services, ensuring a positive and productive learningenvironment.● Implemented new technologies and processes to improve front-end operations, includingonline scheduling systems and digital lesson plan platforms in response to COVID-19,resulting in zero reported cases of transmission amongst guests or staff.

● Earned a 5-star rating from 90% of guests through exceptional customer service andattention to detail.● Achieved a 30% increase in positive reviews through actively soliciting guest feedbackand addressing concerns promptly and effectively.● Streamlined operational procedures and standardized guest communications, resulting ina 35% reduction in errors and miscommunications.● Maintained a high level of occupancy and guest satisfaction during peak seasons,ensuring consistent revenue streams and repeat business.

Port Washington, Ny, Us

o Performed daily audits in great detail on invoices and sales orders, which resulted in changes in daily operations and risk management procedures across businesses in both LA and NY offices.o Assisted with creation of new accounts, invoicing, credit memos, accounts receivable/accounts payable, credit limits, aging reports, and monthly end closing.o Worked with local and global factories in quality control, placed orders, sent payments, and ensured arrival of goods to fulfill sales orders.o Performed inventory counts, creation, auditing of inventory reports.o Participated in year-end inventory analysis.o Performed customer service duties in partnership with Amazon handling of orders and inquiries. Took initiative to restructure the entire database, which resulted in an increase of sales revenue profit margino Prepared monthly sales reports for the CEO and regional sales managers.o Managed the EON Lighting sub-entity to ensure that exceptional customer service, sales, and inventory procedures were maintained across businesses in both LA and NY offices.o Fulfilled administrative duties which consisted of: contracting/termination procedures, reports for upper management, sales teams, and distributors, stock level reports, maintenance of electronic files.o Assisted the marketing department with new product editing, stat/sale analysis, creation and proofreading of Excel spreadsheets, and sales/promotion catalogs.o Maintained the company website using Adobe Dreamweaver.o Acted as personal secretary to JESCO’s Eastern sales manager. Responsibilities included managing travel plans and arrangements, handling of special projects to help improve sales and customer satisfaction, helping to prepare and attend national trade-shows to gain familiarity with the lighting industry.o Collaborated with European web designers to create the database structure of our new website, using Access, Excel and FTPo Cross-trained in inventory, purchasing, customer service, and a/r

o Acted as a liaison between management and employees by communicating issues and tasks to various departments.

o Acted as a teacher’s assistant in translating, reviewing, and analyzing the work of students ages 5-9. o Contributed as a team member with the goal of improving the learning experience of the students. Motivated them to succeed by sharing personal experiences and leading by example.

o Managed store layout of products to increase sales and handled day-to-day store operations without supervision.

Bachelor’S Degree, Business Management And Operations

Study Abroad, Chinese Studies