Manage social media accounts, ensuring timely responses to comments, messages, and reviews for enhanced customer service. Platforms: Facebook, Instagram, Twitter, YouTube, LinkedIn, TikTok and Reddit. Uphold a consistent brand voice across all channels, tailoring messaging to align with platform demographics while maintaining overall company identity. Collaborate with cross-functional teams to align messaging and visuals for cohesive brand identity across all channels. Proficient in Dixa, Magento, and Sprout Social.

VOC | Social Media Specialist at Dyson

May 31, 2023 - September 12, 2025

Engaged with daily posts across social media platforms to increase Facebook, Twitter, and Instagram engagement. Collaborated with department members to build brand consistency in social media messages. Processed customer returns and exchanges in an accurate and efficient manner. Compiled weekly performance reports that tracked KPIs such as engagement patterns and customer service trends, focusing on agent coaching.

CX Online Advisor at Dyson

January 31, 2019 - September 12, 2025

Guided customers through online shopping experiences or troubleshooting via chat or email sessions. Made reasonable procedural exceptions to accommodate unusual customer requests. Referred unresolved customer grievances to designated departments for further investigation. Built sustainable relationships and trust with customer accounts using open and interactive communication. Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions.