Looks like you have JavaScript disabled. For the full Twine experience, you will need to re-enable it.

I’m a digital professional who sits at the intersection of CRM, community management, and content. I love understanding what people actually need from a brand, then turning those insights into clear, useful messaging and campaigns across email, social, and other digital channels. Most of my experience has been in cosmetics, music, and entertainment, where I’ve focused on improving engagement, customer satisfaction, and long-term loyalty through a mix of social listening, performance tracking, and genuinely human customer care. Most recently I worked on Garnier at L’Oréal UK, managing customer interactions through Sprinklr, supporting CRM-led segmentation and campaigns, and moderating a 35,000+ member community (My Garnier Community). I’ve also worked in customer care roles at Deezer and TouchNote, where I handled tickets, webchat, and social queries (in English and Portuguese), collaborated closely with product teams and helped improve the overall customer journey. I’m also a freelance music video producer, which keeps my storytelling sharp and brings a creative edge to how I think about audiences and content.…I’m a digital professional who sits at the intersection of CRM, community management, and content. I love understanding what people actually need from a brand, then turning those insights into clear, useful messaging and campaigns across email, social, and other digital channels. Most of my experience has been in cosmetics, music, and entertainment, where I’ve focused on improving engagement, customer satisfaction, and long-term loyalty through a mix of social listening, performance tracking, and genuinely human customer care. Most recently I worked on Garnier at L’Oréal UK, managing customer interactions through Sprinklr, supporting CRM-led segmentation and campaigns, and moderating a 35,000+ member community (My Garnier Community). I’ve also worked in customer care roles at Deezer and TouchNote, where I handled tickets, webchat, and social queries (in English and Portuguese), collaborated closely with product teams and helped improve the overall customer journey. I’m also a freelance music video producer, which keeps my storytelling sharp and brings a creative edge to how I think about audiences and content.

BERG FLORES

Community Manager, Content Producer, Studio Manager, +5





I’m a digital professional who sits at the intersection of CRM, community management, and content. I love understanding what people actually need from a brand, then turning those insights into clear, useful messaging and campaigns across email, social, and other digital channels. Most of my experience has been in cosmetics, music, and entertainment, where I’ve focused on improving engagement, customer satisfaction, and long-term loyalty through a mix of social listening, performance tracking, and genuinely human customer care. Most recently I worked on Garnier at L’Oréal UK, managing customer interactions through Sprinklr, supporting CRM-led segmentation and campaigns, and moderating a 35,000+ member community (My Garnier Community). I’ve also worked in customer care roles at Deezer and TouchNote, where I handled tickets, webchat, and social queries (in English and Portuguese), collaborated closely with product teams and helped improve the overall customer journey. I’m also a freelance music video producer, which keeps my storytelling sharp and brings a creative edge to how I think about audiences and content.…I’m a digital professional who sits at the intersection of CRM, community management, and content. I love understanding what people actually need from a brand, then turning those insights into clear, useful messaging and campaigns across email, social, and other digital channels. Most of my experience has been in cosmetics, music, and entertainment, where I’ve focused on improving engagement, customer satisfaction, and long-term loyalty through a mix of social listening, performance tracking, and genuinely human customer care. Most recently I worked on Garnier at L’Oréal UK, managing customer interactions through Sprinklr, supporting CRM-led segmentation and campaigns, and moderating a 35,000+ member community (My Garnier Community). I’ve also worked in customer care roles at Deezer and TouchNote, where I handled tickets, webchat, and social queries (in English and Portuguese), collaborated closely with product teams and helped improve the overall customer journey. I’m also a freelance music video producer, which keeps my storytelling sharp and brings a creative edge to how I think about audiences and content.

Available to hire

I’m a digital professional who sits at the intersection of CRM, community management, and content. I love understanding what people actually need from a brand, then turning those insights into clear, useful messaging and campaigns across email, social, and other digital channels. Most of my experience has been in cosmetics, music, and entertainment, where I’ve focused on improving engagement, customer satisfaction, and long-term loyalty through a mix of social listening, performance tracking, and genuinely human customer care.

Most recently I worked on Garnier at L’Oréal UK, managing customer interactions through Sprinklr, supporting CRM-led segmentation and campaigns, and moderating a 35,000+ member community (My Garnier Community). I’ve also worked in customer care roles at Deezer and TouchNote, where I handled tickets, webchat, and social queries (in English and Portuguese), collaborated closely with product teams and helped improve the overall customer journey. I’m also a freelance music video producer, which keeps my storytelling sharp and brings a creative edge to how I think about audiences and content.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

DaVinci Resolve Studio

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Portuguese

Advanced

Spanish; Castilian

Advanced

Work Experience

Front of House / Operations at BBC Earth Experience

January 31, 2024 - September 20, 2025

Provided excellent customer service as a Front of House team member, welcoming guests, managing ticket sales, and ensuring a positive visitor experience. Contributed to smooth venue operations, working weekends from July 2023 to January 2024.

Front of House at BBC Earth Experience

January 31, 2024 - August 23, 2025

Provided excellent customer service by welcoming guests, managing ticket sales, and ensuring a positive visitor experience for eight months working weekends.

Studio Manager & Front of House at MKII Studio

September 30, 2023 - September 20, 2025

Managed daily operations of a multi-purpose film and photography studio, coordinating bookings, contracts, payments, and client enquiries for creative and event hires. Maintained client relationships, supported independent artists and production teams, oversaw logistics, equipment maintenance, inventory, and external suppliers. Handled invoicing, accounts payable, budget tracking, and general operations; ensured Health & Safety compliance for productions and events.

Studio Manager & Front of House at MKII Studio

September 30, 2023 - August 23, 2025

Managed daily studio operations for film and photography, coordinated bookings and client communications, maintained relationships with clients and event organizers, oversaw equipment and logistics, managed invoicing and budgeting, and ensured health & safety compliance for productions and large events.

EBA - Community Management & Content Producer at L’Oréal UK | Garnier

September 1, 2023 - Present

Responded to 600–800 daily customer interactions via Sprinklr, ensuring consistent tone of voice and brand messaging across channels. Supported the creation and delivery of Garnier Consumer Care training materials (tone-of-voice guides, video content, and presentations). Conducted social listening to extract insights and convert them into engaging, educational content for internal and external use. Liaised with community management, Garnier Product Managers, and the social team to ensure accuracy and alignment. Delivered face-to-face product education and sampling at activations. Represented Garnier in calibration sessions to maintain a high CSAT score and ensure accuracy in online ambassadors. Moderated My Garnier Community (35,000+ members), offering personalised skincare advice and engagement strategies that improved satisfaction and loyalty. Created, directed, and published organic content across Garnier’s social media platforms, contributing to product launches such as Vitamin

Community Management & Content Producer at L’Oreal UK | Garnier EBA

September 1, 2023 - Present

Managed daily customer interactions ensuring brand consistency, created training materials, performed social listening to generate educational content, and collaborated with various teams to align messaging. Enhanced brand engagement through product education and activations, maintained a 98% CSAT score through ambassador calibration, moderated a community of 35,000+ members, and played a key role in the successful launch of a new product by developing effective content strategies.

Customer Care Agent at Deezer

August 31, 2023 - September 20, 2025

Delivered exceptional customer service via email and chat (Zendesk), resolving inquiries, issues, and disputes while maintaining the company’s reputation. Prioritized and processed requests across English and Portuguese, adhering to deadlines, SLAs, and KPIs. Collaborated with product, design, legal, social media, brand, and senior management to ensure alignment. Analyzed web traffic, KPIs, and user data to inform strategy; created Jira tickets for bugs and linked them to problem tickets for the Customer Care team. Authored and updated technical articles and curated artist profiles for the in-house catalogue.

Customer Care Agent at Deezer

August 31, 2023 - August 23, 2025

Delivered exceptional customer service resolving inquiries across multiple channels in English and Portuguese. Managed internal communications with cross-functional teams and assisted with strategic decision-making through KPI analysis. Supported product teams by managing bug tracking and documentation. Curated artist profiles and contributed to user growth initiatives, while actively promoting diversity and inclusion within the workplace.

Front of House Team Member at BBC Earth Experience

July 1, 2023 - January 1, 2024

Provided excellent client service, welcoming guests, managing ticket sales, and ensuring a positive visitor experience; contributed to the smooth operation of the venue.

Community Management & Content Producer at L’Oréal UK | Garnier EBA

January 1, 2023 - September 1, 2025

Responded to 600–800 daily customer interactions via Sprinklr, ensuring tone, accuracy, and brand consistency across all channels; supported creation and delivery of training materials for Garnier Consumer Care, including tone of voice guidelines, video content, and presentation slides; conducted social listening to extract insights and translate them into engaging, educational content for internal and external use; liaised with community management, Garnier Product Managers, and the social team to ensure accuracy and alignment across messaging initiatives; delivered face-to-face product education and sampling at activations; moderated Garnier My Community with 35,000+ members to maintain a 98% CSAT score.

Customer Care Agent at Deezer

April 1, 2022 - August 1, 2023

Delivered exceptional customer service by promptly addressing inquiries via Zendesk Tickets and chat; resolved customer issues, complaints, and disputes professionally; processed requests submitted via email, social media, and webchat in English and Portuguese; maintained strong relationships with internal teams to ensure alignment; managed weekly meetings to analyze web traffic, KPIs, and user data.

Customer Care Agent at Touch Note Ltd.

March 31, 2022 - September 20, 2025

Delivered exceptional customer support via email (Zendesk), guided users through the app to maximize its features, resolved in-app issues, processed refunds, and explained payment methods and membership plans. Used CRM tools to track interactions and improve service efficiency.

Customer Care Agent at Touch Note Ltd.

March 31, 2022 - August 23, 2025

Provided customer support through email, assisted users with app navigation and troubleshooting, managed refunds and payments, and utilized CRM tools to enhance customer satisfaction and service efficiency.

Studio Manager & Front of House at MKII Studio

April 1, 2021 - September 1, 2023

Managed daily operations of a multi-purpose film and photography studio; handled client inquiries, studio viewings, bookings, contracts, and payments; maintained client relationships and supported artists, production teams, and event organizers; oversaw studio logistics, scheduling, equipment maintenance, inventory, and coordination of external suppliers; ensured health & safety compliance for productions and high-capacity private events.

Customer Care Agent at Touch Note Ltd.

February 1, 2021 - March 1, 2022

Delivered exceptional customer support via Zendesk Tickets; guided customers in navigating the app to enhance experience; handled in-app issue resolution, including troubleshooting, refunds, and explanations of payment methods and membership plans; used CRM tools to track interactions and improve service efficiency.