MONIQUE CARD
Salt Lake City,UT
Summary
Detail-oriented Content Creator with extensive knowledge of Facebook, Tiktok, and Instagram use and digital marketing. Committed to unique and aesthetically pleasing content with a talent for adapting to changing markets. Successful at posting frequently and using content management systems.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Delta Air Lines, Salt Lake City Airport
05.2022 - Current
- Resolved passenger situations in airport involving disorderly passengers and medical emergencies.
- Facilitated communication between agents and cabin crew prior to flights to promote smooth operations.
- Occasional fill-in for managment
- See Notable Volunteer Work below.
Social Media Manager & Content Creator
@Travel.with.neeks
03.2021 - Current
- Skilled in content rights management and brand marketing/PR for effective social media strategy
- Analyzed performance metrics on Facebook Business, Tiktok Spark ads, and Instagram to optimize content strategy and improve overall reach
- Delivered over 4% engagement rate and reached 5 million accounts consistently
- Proficient in Canva, Capcut, and Adobe Creative Cloud products
- Content Creation for outdoor retainer clients monthly with my content being the highest performing on their page
- Boosted engagement rates with the creation of compelling and visually appealing content
Front Desk Operations
Marriott Vacation Club
08.2020 - 05.2022
- Oversaw 15 direct reports including payroll for those employees
- Analyzed data and customer feedback to develop process improvements and support long-term business needs.
- Held monthly office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
- Leveraged $30,000 monthly budget in order to maintain inventory, employee outings, and retention incentives
- Evaluated employee performance and coached and trained to improve areas of opportunity.
- Quickly climbed leadership ladder from Agent, Supervisor, then Manager
Global Ticketing & Support Agent
Delta Air Lines
05.2018 - 08.2020
- Offered support to agents from other departments with complex problems by resolving system malfunctions and programs by working through it manually
- Organized training material and held small group workshops to assist in training call center agents
- Assisted high escalation customers and utilized conflict resolution skills to create win-win outcomes
Skills
- Adobe Creative Cloud
- Account Management
- Ability to Work Under Stress
- Project Management
- Social Media and Promotions
- Strategy Development
- Facebook Business, Instagram ads, and Tiktok spark ads
- Staff Development and Training
- Team Management and Supervision
- Multitasking and Prioritization
Certification
- Gateway to Leadership, Marriott Vacation Club - 2021
- Forbes Customer Service Training - 2019
Notable Volunteer Work
- Delta & Habitat for Humanity (2019)
I teamed up with Habitat for Humanity and GOL Airlines during my time at Delta Air Lines to build six houses in Brazil efficiently with new homeowners
- Delta Employee Activities Committee (2022-present)
Work with team members and leaders from all divisions to plan, budget, and set up local employee activities.
-Delta Salt Lake City Customer Experience Team (2023-present)
I'm part of a team at Salt Lake City airport that surprises passengers and recognizes employees' achievements biweekly, managing scheduling and collaborating with leaders for feedback
Timeline
Customer Service Agent
Delta Air Lines, Salt Lake City Airport
05.2022 - Current
Social Media Manager & Content Creator
@Travel.with.neeks
03.2021 - Current
Front Desk Operations
Marriott Vacation Club
08.2020 - 05.2022
Global Ticketing & Support Agent
Delta Air Lines
05.2018 - 08.2020
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