Monique Handy
WINSTON SALEM,NC
Summary
Adept at navigating high-stress environments, I leveraged my problem-solving abilities and customer service expertise at Biscuitville to enhance client satisfaction and loyalty. Skilled in Microsoft Office Suite and active listening, I consistently resolved complex customer issues, contributing to a significant increase in repeat business. My approach, focusing on empathy and efficiency, has been pivotal in driving positive outcomes and fostering strong customer relationships.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Biscuitville
04.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Personal Chef
Soulfully Scrumptious Delights
01.2010 - Current
- Planned menus that incorporated healthy, fresh food sourced from local farmers and stores.
- Prepared and served meals for small dinner parties and large events and complied with diet requests and special accommodations.
- Labeled food to include reheating and safe storage and handling instructions.
- Developed menus, controlled food costs and oversaw quality, sanitation, and safety processes.
- Received consistently positive feedback from clients for exceptional taste and presentation of prepared meals.
- Reduced food waste through effective menu planning, sourcing local ingredients, and utilizing seasonal produce.
- Demonstrated flexibility in accommodating last-minute changes to menus or guest numbers while still delivering high-quality results.
- Conducted comprehensive nutritional analyses of dishes to accommodate clients'' specific health goals or dietary restrictions.
- Shopped at specialty grocery stores to obtain ingredients needed for food preparation.
- Increased repeat business through referrals by maintaining excellent rapport with clients while respecting confidentiality agreements.
- Enhanced client satisfaction by creating personalized and diverse meal plans tailored to individual preferences and dietary requirements.
- Developed and maintained an extensive repertoire of recipes to cater to diverse tastes and dietary requirements while staying current with global food trends.
- Advertised and participated in networking and social events to promote business.
- Sourced healthy cooking techniques to capture flavor and nutrients of food with fresh ingredients.
- Provided attentive service during meal preparation and presentation, ensuring an enjoyable dining experience for clients.
- Developed recipe inventory to offer meal options for variety of tastes and needs.
- Inventoried food, ingredient, and supply stock to prepare and plan vendor orders.
- Generated invoice to request payment for services provided in client home or specifically requested location.
- Collaborated with clients to design and execute memorable special events, including weddings, birthday parties, and corporate functions.
- Assisted clients with meal planning around dietary restrictions such as allergies or intolerances for optimal nutrition without sacrificing flavor.
Social Work Assistant
Liberty Healthcare
02.2023 - 08.2024
- Coordinated referrals to community services to help clients obtain needed support.
- Helped develop effective care plans advocated for needs of each client with outside agencies and care professionals.
- Conducted home visits across [Location] to check on patients' well-being.
- Protected clients' health information with strict protocols focused on controlling access to confidential information.
- Supported program leadership in handling day-to-day management needs of busy office.
- Maintained impeccable case notes and documented activities fully in [Software].
- Transitioned residents and supporting family members to facility protocols and operational standards, answering questions and resolving problems during onboarding processes.
- Evaluated individuals' financial resources and current needs related to [Type] concerns.
- Assessed clients based on factors such as [Type] and [Type] to help social workers make informed case decisions.
- Managed residential discharges for facility and coordinated after-care activities.
- Detailed residents' medical and social needs for personnel and arranged for appropriate services.
- Assisted senior social workers in implementing evidence-based therapeutic interventions during individual counseling sessions.
- Monitored client progress towards goals regularly, adjusting interventions as needed based on reevaluations of their needs and circumstances.
- Increased client engagement in treatment plans by utilizing motivational interviewing techniques during sessions.
- Maintained thorough documentation of client interactions, progress towards goals, and relevant case notes.
- Empowered clients by connecting them with appropriate community resources such as housing assistance or healthcare providers.
- Conducted research on available community resources to maintain a comprehensive database for clients in need of various services.
- Provided crisis intervention services to individuals experiencing mental health emergencies or suicidal ideation.
- Established rapport with clients through empathetic listening and effective communication skills.
- Strengthened partnerships with other agencies through networking events, promoting collaboration between organizations serving similar communities.
- Conducted home visits to assess client living conditions and recommend necessary resources or interventions.
- Assisted social workers in managing caseloads, ensuring timely service delivery to clients.
- Developed culturally sensitive programming for diverse client populations, acknowledging individual backgrounds and experiences within the therapeutic setting.
- Improved client outcomes by conducting comprehensive assessments and creating tailored care plans.
Chef Manager
Gallins Vending
03.2010 - 07.2012
- Placed food orders with suppliers on weekly basis, taking into account kitchen budget and expected demands.
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
- Kept kitchen staff in compliance with safety and food regulations to reduce opportunities for illness or accidents.
- Developed kitchen staff through training, disciplinary action, and performance reviews.
- Implemented strict adherence to food safety regulations, ensuring the consistent delivery of safe and delicious meals.
- Pitched in to work line during busy periods or in place of sick employees.
- Continuously updated knowledge of industry trends and incorporated innovative concepts into menu offerings, keeping clients engaged over time.
- Managed staffing schedules, minimizing labor costs while maintaining optimal kitchen performance during peak hours.
- Maintained high food quality standards by checking delivery contents to verify product quality and quantity.
- Improved operational processes by implementing new technologies such as digital ordering systems or advanced cooking appliances.
- Established positive relationships with local suppliers to secure fresh produce and support the community economy.
Pre-school Teacher
Learning Kids Childcare Center
02.2008 - 01.2009
- Developed strong relationships with parents and caregivers, providing regular updates on their child''s progress and addressing any concerns proactively.
- Developed weekly lesson plans and activities to engage children and promote learning.
- Maintained organized, fun and interactive classroom to help children feel safe.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Designed creative lesson plans that incorporated hands-on activities and interactive learning experiences to foster curiosity and engagement in young learners.
- Ensured a safe and nurturing environment for all students, adhering to health and safety guidelines in the classroom.
- Established positive communication with parents in daily conversation and formal conferences.
- Applied play-based strategies to provide diverse approaches to learning.
- Gave one-on-one attention to children while maintaining overall focus on entire group.
Customer Service Supervisor
Lowes Foods
05.2003 - 01.2009
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Customer Service Supervisor
Food Lion
03.2005 - 03.2007
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
Sale Marketing
Bell South
02.2006 - 01.2007
- Developed custom tools and scripts to automate routine tasks, freeing up valuable time for more in-depth analysis.
- Optimized resource allocation by prioritizing tasks based on risk assessment factors such as threat level or target significance.
- Spearheaded innovative projects aimed at streamlining processes, ultimately increasing overall productivity levels.
- Enhanced targeting accuracy by conducting in-depth research and analysis of complex data sets.
- Maintained strict adherence to security protocols while handling sensitive material, ensuring the integrity of classified information at all times.
- Participated in regular training exercises to stay current on industry trends and emerging threats in the global landscape.
- Provided expert guidance during crisis situations, assisting decision-makers in navigating complex scenarios with confidence.
Education
Associate of Arts - Criminal Justice
Forsyth Technical Community College
Winston-salem, NC05.2010
Associate of Arts - Sociology
Forsyth Technical Community College
Winston-salem, NC05.2009
Associate of Arts - Social Work
Forsyth Technical Community College
Winston-salem, NC05.2009
Associate of Science - Substance Abuse Counseling
Forsyth Technical Community College
Winston-salem, NC05.2011
Associate of Arts - Gerentology
Forsyth Technical Community College
Winston-salem, NC05.2011
Certificate - Treatment of Dyslexia in Adolescents
Yale University
New Haven, CT05.2023
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Call Management
- Product Knowledge
- Paperwork Processing
- Appointment Scheduling
- Order Processing
- Team Development
- Documentation
- Administrative Support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data Collection
- Customer Relationship Management (CRM)
- Prioritization
- Staff Training
- De-Escalation Techniques
- Building rapport
- Technical Support
- Quality Control
- Clerical Support
- Live chat support
- Filing
- Dispute Resolution
- Customer Education
- Product and service solutions
- Multi-line phone talent
- Product Sales
Timeline
Customer Service Representative
Biscuitville
04.2024 - Current
Social Work Assistant
Liberty Healthcare
02.2023 - 08.2024
Chef Manager
Gallins Vending
03.2010 - 07.2012
Personal Chef
Soulfully Scrumptious Delights
01.2010 - Current
Pre-school Teacher
Learning Kids Childcare Center
02.2008 - 01.2009
Sale Marketing
Bell South
02.2006 - 01.2007
Customer Service Supervisor
Food Lion
03.2005 - 03.2007
Customer Service Supervisor
Lowes Foods
05.2003 - 01.2009
Associate of Arts - Criminal Justice
Forsyth Technical Community College
Associate of Arts - Sociology
Forsyth Technical Community College
Associate of Arts - Social Work
Forsyth Technical Community College
Associate of Science - Substance Abuse Counseling
Forsyth Technical Community College
Associate of Arts - Gerentology
Forsyth Technical Community College
Certificate - Treatment of Dyslexia in Adolescents
Yale University