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Hi, I’m Brenda Santos, a Community & Social Media Specialist focused on customer service and brand reputation in remote environments. I manage high-volume interactions across LinkedIn, Instagram, Facebook, X (Twitter), and TikTok, crafting proactive engagement strategies to boost engagement and satisfaction while maintaining a friendly, professional tone. I collaborate with Marketing and Quality teams to analyze audience behavior, spot complaint patterns, and translate insights into content opportunities and crisis management plans, always aiming to improve SLA, CSAT, and NPS.…Hi, I’m Brenda Santos, a Community & Social Media Specialist focused on customer service and brand reputation in remote environments. I manage high-volume interactions across LinkedIn, Instagram, Facebook, X (Twitter), and TikTok, crafting proactive engagement strategies to boost engagement and satisfaction while maintaining a friendly, professional tone. I collaborate with Marketing and Quality teams to analyze audience behavior, spot complaint patterns, and translate insights into content opportunities and crisis management plans, always aiming to improve SLA, CSAT, and NPS.

Brenda Santos

Community Manager, Content Strategist, Marketing Analyst, +2

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Hi, I’m Brenda Santos, a Community & Social Media Specialist focused on customer service and brand reputation in remote environments. I manage high-volume interactions across LinkedIn, Instagram, Facebook, X (Twitter), and TikTok, crafting proactive engagement strategies to boost engagement and satisfaction while maintaining a friendly, professional tone. I collaborate with Marketing and Quality teams to analyze audience behavior, spot complaint patterns, and translate insights into content opportunities and crisis management plans, always aiming to improve SLA, CSAT, and NPS.…Hi, I’m Brenda Santos, a Community & Social Media Specialist focused on customer service and brand reputation in remote environments. I manage high-volume interactions across LinkedIn, Instagram, Facebook, X (Twitter), and TikTok, crafting proactive engagement strategies to boost engagement and satisfaction while maintaining a friendly, professional tone. I collaborate with Marketing and Quality teams to analyze audience behavior, spot complaint patterns, and translate insights into content opportunities and crisis management plans, always aiming to improve SLA, CSAT, and NPS.

Available to hire

Hi, I’m Brenda Santos, a Community & Social Media Specialist focused on customer service and brand reputation in remote environments. I manage high-volume interactions across LinkedIn, Instagram, Facebook, X (Twitter), and TikTok, crafting proactive engagement strategies to boost engagement and satisfaction while maintaining a friendly, professional tone.

I collaborate with Marketing and Quality teams to analyze audience behavior, spot complaint patterns, and translate insights into content opportunities and crisis management plans, always aiming to improve SLA, CSAT, and NPS.

Skills

Copywriting

Brand Identity

Experience Level

Copywriting

Expert

Brand Identity

Intermediate

Language

Portuguese

Fluent

English

Advanced

Spanish; Castilian

Advanced

Work Experience

Community & Social Media Specialist at Grupo Impettus

July 1, 2024 - Present

Managed 5+ digital profiles with high interaction volume, ensuring SLA compliance and improving response efficiency; Resolved customer issues and reduced negative sentiment through proactive engagement and crisis management; Identified content opportunities based on audience behavior and trends, contributing to higher engagement and brand positioning. Handled 100+ interactions daily.

Community Manager & Social Media at HSTK Agency Club Med Brasil

April 1, 2023 - Present

Monitored social media and review platforms for Club Med Brasil (Reclame Aqui, Google, TripAdvisor). Managed crisis situations and brand reputation. Prepared analytical reports to improve company ratings. Identified content opportunities based on audience behavior and trends, contributing to higher engagement and brand positioning.

Customer Service Assistant at Grupo Boticário

May 1, 2015 - September 1, 2017

Managed SLA and social media for the Eudora brand (Instagram, Facebook). Provided customer support for inquiries, complaints, and suggestions. Monitored crises and routed complaints efficiently.