Monique Love

About

With a background in managing social media and community engagement, I have led teams at Microsoft and Nordstrom, driving significant increases in outbound engagement and customer retention. At Microsoft, I managed a team of 5 community managers, overseeing 20 social media handles and achieving a 200% increase in outbound engagement. Previously, at Nordstrom, I led a high-performing social media care team, handling 6 channels with over 10 million followers and implementing strategies that decreased response and handle time by 66% while increasing engagement by 70%. My experience also includes account management at The Content Queens, where I managed multiple social media pages for clients, achieving a 75% growth in Instagram accounts. I have a proven track record of developing customer-focused social media strategies, training employees, and reporting on performance metrics.

Experience

• Social Community Manager Lead at Microsoft · Designit10-01-2022

  Manages a team of 5 community managers who manage over 20 social media handles for Microsoft. Increased outbound engagement by 200% in 4 months.

• Account Manager · The Content Queens02-01-2022 – 10-01-2022

  Manages multiple social media pages for multiple clients. Builds monthly content calendars including writing copy, creating original graphics (in partnership with design), and sourcing content. Curates content across various channels ensuring a cohesive online brand identity. Grew clients' Instagram accounts by 75% maintaining a 10% engagement rate in 4 months. Track, analyze, and report weekly analytics and KPIs to management.

• Member Care Supervisor · Nordstrom05-01-2021 – 10-01-2022

  Collected, tracked, and reported standardized performance metrics for 20+ employees. Oversaw a comprehensive reporting infrastructure to allow for coaching of employees, improving performance by an average of 27%. Collaborated with representatives to create actionable plans for internal career advancement with a success rate of 80%.

• Social Media Lead; Community Manager · Nordstrom08-01-2019 – 10-01-2022

  Managed a high-performing social media care team that handles 6 social media channels with over 10 million followers. Wrote clear, concise and engaging copy for social media channels. Developed a customer-focused social media strategy that decreased the first response and handle time by 66%. Increased engagement on social media by 70% by implementing an interactive strategy. Evaluated performance and coached to improve employee efficiency and productivity. Maintained customer retention by re-establishing relationships with customers who escalated to the executive level.

• Learning Specialist · Nordstrom09-01-2021 – 12-01-2021

  Onboarded and trained over 4 training classes in 3 months with an average attendance of 25 employees. Redesigned training manuals for onboarding customer care agents that support the achievement of business goals and strategy.

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