Summary
Overview
Work History
Education
Skills
Timeline
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Monique Beaudry

Belchertown,MA

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

13
13
years of professional experience

Work History

Social Media Manager (Business Owner)

Caliimariee Management
05.2022 - Current
  • Monitored social media trends and emerging platforms, adopting new strategies to stay ahead of the competition.
  • Boosted engagement rates with the creation of compelling and visually appealing content.
  • Developed targeted advertising campaigns, driving website traffic and generating leads.
  • Managed multiple social media platforms, ensuring a consistent brand voice and message.
  • Provided exceptional customer service through timely and thoughtful responses to user comments and messages.
  • Analyzed performance metrics to identify areas for improvement and optimize social media campaigns.
  • Created and implemented systems and processes for monitoring media coverage.
  • Oversaw social media presence and aligned posts to include branding and trending ideas.
  • Successfully built a loyal following by consistently sharing valuable content that resonated with the target audience.

Marketing Coordinator

Kubala Home Improvement
02.2022 - 01.2023
  • Boosted brand awareness with target customer demographics with social, print, and email campaigns.
  • Tracked and reported on marketing campaign responses.
  • Managed CRM database to maximize customer outreach efforts and strengthen client relationships.
  • Used online and offline marketing to generate leads, increase visibility and drive sales growth.
  • Enhanced brand visibility by developing and implementing targeted marketing campaigns.
  • Developed visually engaging marketing materials to support product launches and promotions.
  • Boosted sales by designing and executing creative email marketing campaigns.
  • Continually maintained and improved company's reputation and positive image in markets served.
  • Launched successful digital marketing campaigns that achieved goals for increased website traffic.
  • Developed creative presentations, trend reports, kitted assets, and product data sheets.
  • Optimized email campaigns to increase open and click-through rates.
  • Conducted market research to identify industry trends and generate actionable insights for strategic planning purposes.

Customer Service Representative

Smith & Wesson
01.2020 - 01.2022
  • Liaison for the Performance Center and customer service
  • Handle all outgoing customer invoices and incoming customer payments.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Responded proactively and positively to rapid change.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.

Call Service Representative

MassMutual
01.2019 - 07.2019
  • Answer all customer inquiries for both whole and term life insurance in a call center environment
  • Take payments from the customer and apply it to their policy to keep it current
  • Process loans for customers and process them against their whole life policy
  • Use of sales force, CESP, mainframe, Polaris, quest, tracking builder, and SAP to assist customers while on a call
  • Exceeded expectations for call handling times, required numbers are 450 my numbers are well below 350
  • 100% Quality Assurance score award
  • 100% attendance award
  • Top call handle time for my team for the quarter
  • Top Tier award for 85% or above in all customer surveys
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Personal Care Assistant

Private Family
01.2018 - 01.2019
  • Administer bedside or personal care, such as personal hygiene assistance
  • Prepare and maintain records of client progress and services performed, reporting changes in client condition to supervisor
  • Perform housekeeping duties, such as cooking, cleaning, washing dishes and clothing, and running errands
  • Perform health-care related tasks such as monitoring blood pressure, and medication, under the direction of RN
  • Provide clients with communication assistance, typing their correspondence or obtaining information for them
  • Entertain, converse with, or read aloud to clients to keep them mentally healthy and alert
  • Accompany clients to doctors' offices or on other outings outside the home, providing transportation, assistance, and companionship.
  • Applied mobility assistance knowledge to safely ambulate patients in different spaces involving varying elevations and obstacles.
  • Helped clients manage money, pay bills and shop for groceries or personal items.

Residential Support Specialist

Behavioral Health Network Inc.
01.2017 - 08.2017
  • Taking care of 5 different clients between myself and one other staff member
  • Maintain records of patient care, condition, progress, or problems to report and discuss observations with supervisor or case manager
  • Provide patients with assistance moving in and out of beds, baths, wheelchairs, or automobiles and with dressing and grooming
  • Care for patients by changing bed linens, washing and ironing laundry, cleaning, or assisting with their personal care
  • Perform health-care related tasks such as monitoring blood pressure, and medication, under the direction of RN
  • Perform housekeeping duties, such as cooking, cleaning, washing dishes and clothing, and running errands
  • Prepare and maintain records of client progress and services performed, reporting changes in client condition to supervisor.
  • Remained alert to problems or health issues of clients and competently responded.
  • Determined specific needs and provided most appropriate level of services for patient well-being.
  • Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.

Plate Developer/ Floater

New England Etching Company
02.2012 - 09.2016
  • Accounts receivables, accounts payable, Office, Receptionist RESPONSIBILITIES:
  • Transmit information or documents to customers, using computer, mail, or fax
  • Machine
  • Perform administrative support tasks, such as proofreading, operating calculators and computers to work with pay records, invoices, balance sheets, or other documents
  • File and maintain records
  • Receive payment and record receipts for services
  • Working knowledge of Exostar
  • Knowledge of Microsoft Excel, Word and Powerpoint
  • Working knowledge in billing and ordering merchandise or materials
  • Collect all invoices corresponding to each check received
  • Enter all checks into Microsoft Excel and Vista
  • Shoot and develop out sheets of metal
  • Mail out all invoices
  • Print purchase orders off Exostar.

Team Trainer, Manager in Training, Cashier,

Taco Bell
08.2011 - 11.2015
  • Receive payment by cash, check, credit cards, vouchers, or automatic debits
  • Issue receipts, refunds, credits, or change to customers
  • Assist customers by providing information and resolving complaints
  • Establishing and identifying prices of goods
  • Greet customers as they enter the establishment
  • Count money in cash drawers at the beginning of the shift to ensure that amounts are correct and that there is adequate change
  • Train all incoming employees
  • Complete food/inventory counts
  • Complete nightly manager closing paperwork
  • Helping on food production line to get orders out quickly
  • Help with customer complaints
  • Clean dining areas
  • Trained new employees in specific job requirements.
  • Answered questions about store policies and addressed customer concerns.

Education

High School Diploma -

Belchertown High School
Belchertown, Massachusetts

Associates Degree - Criminal Justice

Bay Path University
Longmeadow, Massachusetts

Skills

  • Call center operations
  • Order fulfillment
  • Money handling
  • Multi-line phone talent
  • POS systems expert
  • Social media management
  • Email Marketing
  • Lead Generation
  • CRM Software
  • Customer Engagement
  • Payment management
  • Marketing
  • Email management
  • Customer outreach
  • Data Entry
  • Administrative and Office Support

Timeline

Social Media Manager (Business Owner)

Caliimariee Management
05.2022 - Current

Marketing Coordinator

Kubala Home Improvement
02.2022 - 01.2023

Customer Service Representative

Smith & Wesson
01.2020 - 01.2022

Call Service Representative

MassMutual
01.2019 - 07.2019

Personal Care Assistant

Private Family
01.2018 - 01.2019

Residential Support Specialist

Behavioral Health Network Inc.
01.2017 - 08.2017

Plate Developer/ Floater

New England Etching Company
02.2012 - 09.2016

Team Trainer, Manager in Training, Cashier,

Taco Bell
08.2011 - 11.2015

High School Diploma -

Belchertown High School

Associates Degree - Criminal Justice

Bay Path University

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Monique Beaudry