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I am a results-driven communications and operations professional with experience in social media management, customer engagement, project coordination, team leadership, and data reporting across hospitality, telecommunications, and retail industries. I excel at managing multiple brands, maintaining strong brand voice, improving customer experiences, and collaborating cross-functionally to deliver efficient processes and customer-focused solutions that strengthen brand trust and operational performance.…I am a results-driven communications and operations professional with experience in social media management, customer engagement, project coordination, team leadership, and data reporting across hospitality, telecommunications, and retail industries. I excel at managing multiple brands, maintaining strong brand voice, improving customer experiences, and collaborating cross-functionally to deliver efficient processes and customer-focused solutions that strengthen brand trust and operational performance.

Alicia Mahaffey

Content Creator, Project Manager, Social Media Manager, +2

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I am a results-driven communications and operations professional with experience in social media management, customer engagement, project coordination, team leadership, and data reporting across hospitality, telecommunications, and retail industries. I excel at managing multiple brands, maintaining strong brand voice, improving customer experiences, and collaborating cross-functionally to deliver efficient processes and customer-focused solutions that strengthen brand trust and operational performance.…I am a results-driven communications and operations professional with experience in social media management, customer engagement, project coordination, team leadership, and data reporting across hospitality, telecommunications, and retail industries. I excel at managing multiple brands, maintaining strong brand voice, improving customer experiences, and collaborating cross-functionally to deliver efficient processes and customer-focused solutions that strengthen brand trust and operational performance.

Available to hire

I am a results-driven communications and operations professional with experience in social media management, customer engagement, project coordination, team leadership, and data reporting across hospitality, telecommunications, and retail industries.

I excel at managing multiple brands, maintaining strong brand voice, improving customer experiences, and collaborating cross-functionally to deliver efficient processes and customer-focused solutions that strengthen brand trust and operational performance.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Work Experience

Content Manager at iResponze (Marriott and Lotus Hotels)

July 1, 2024 - Present

Managed social media strategy and daily engagement across Facebook and Instagram for multiple hospitality brands, maintaining distinct brand voices while strengthening audience connection and online presence. Developed and optimized content initiatives, including user-generated content campaigns and influencer partnerships, to increase brand visibility, audience engagement, and community advocacy. Collaborated cross-functionally with marketing, product, and design teams to create visually engaging content aligned with campaign goals and international market standards. Supervised communication and reputation management across major travel and review platforms including Expedia, Booking.com, Yelp, Google, and Marriott channels, resolving guest concerns with professionalism and brand-focused communication. Trained and mentored new team members on content management, guest communication, and brand standards while collaborating with hotel partners to address sensitive issues efficiently and

Project Manager at True Point Communications (AT&T)

November 1, 2022 - May 1, 2024

Managed social media engagement and live campaign monitoring for AT&T through Sprinklr, interacting with high-visibility accounts and audiences in real time to strengthen brand presence and customer engagement. Analyzed performance data across social media advertising campaigns, compiling detailed daily, weekly, monthly, and annual reports to support strategic planning and improve campaign effectiveness. Coordinated multiple concurrent projects and client accounts simultaneously, prioritizing deliverables, maintaining accuracy in reporting, and consistently meeting fast-paced deadlines. Collaborated with clients, vendors, and cross-functional teams to define project goals, streamline communication, and optimize service delivery while ensuring compliance with brand standards and industry expectations. Leveraged live events and sponsored social campaigns to foster meaningful customer interaction, increase audience participation, and support positive brand experiences across digital platf

Retailer Response Supervisor at Alorica (Samsung)

August 1, 2017 - May 1, 2022

Built and supervised a retail response team for Samsung from the ground up, developing the team structure, reporting systems, training materials, workflows, and operational scope to support customer engagement across retailer platforms. Led and mentored a team of nine employees by implementing performance standards, coaching strategies, and development initiatives that strengthened productivity, accountability, and overall team performance. Designed and delivered comprehensive training programs covering customer service best practices, process improvements, product knowledge, escalation procedures, and client-specific requirements, improving consistency and service quality across the department. Analyzed quality trends and performance metrics through detailed reporting, evaluations, and data visualization, presenting organized insights through charts, graphs, and written reports to support client decision making and continuous operational improvement. Resolved escalated customer concer

Data Reporting Analyst at Alorica (Samsung)

January 1, 2014 - August 1, 2017

Analyzed SAP transaction data to develop business intelligence models and real-time reporting solutions, improving visibility into operational performance and resource allocation needs for Samsung. Developed and maintained advanced Excel reporting tools, dashboards, and metric-tracking documents using complex formulas and data analysis functions to support strategic business decisions and performance monitoring. Collaborated with cross-functional teams to gather reporting requirements, interpret business needs, and deliver accurate, high-quality reports aligned with organizational goals and operational priorities. Conducted data quality assessments and adhoc analyses to identify reporting discrepancies, improve data integrity, and provide actionable insights that influenced business planning and process optimization. Managed multiple high-priority reporting projects in a fast-paced environment while documenting reporting procedures, preparing business analyst documentation, and support