Community Manager (Previously Customer Experience & Community Manager)
Current- Manages, mentors, and leads a team of 6 CX agents and 14 social moderator volunteers, establishing KPIs and ensuring achievement in alignment with company vision and goals.
- Serves as subject matter expert and face of the company within brand’s mission-based social media communities, increasing customer satisfaction through continuity of information.
- Increases group membership by 325% over 24 months through brand-based posting, community management, and content creation.
- Collaborates with cross-functional teams to manage social media presence and content on multiple platforms, creating customized content plans increasing brand communities from 1K members to 18K+.
- Oversees and manages 2 Help Desks, creating and implementing policies to grow company revenue 5x.
- Develops and implements trainings for new and existing employees, resulting in consistent high 5* service with average response time <4 hours for all tickets.
Jan 2021 - Present
