University of Alabama

College of San Mateo

Carlmont

Brand Reputation Manager at FabFitFun

Los Angeles, California, United States

- Manages FabFitFun’s CX social relations & public perception, by overseeing communication on behalf of the brand across public platforms. - Manages FabFitFun's most elevated and sensitive CX cases. by implementing processes & policies to ensure delicate situations are resolved quickly and satisfactorily across any/all channels. - Works as a liaison between the Customer Experience and Legal Departments, working in conjunction to effectively address large scale and delicate issues that require legal guidance, adhering to state/federal regulations as well as company policies. - Oversee FabFitFun’s public review platforms and account relationships to mitigate negative reviews and foster a positive public perception to increase acquisition and brand morale. - Oversees the innovation, recommendation, planning, and execution of CX member appreciation initiatives, handling budget allocation specifically for member happiness.- Evaluate social media and review site metrics to formulate actionable insights and feedback while strategizing improvements and implementations. - Offer balance, training, and support to CX team members to uphold culture and happiness among those who are handling sensitive and difficult topics, through various team-building exercises, activities, or learning sessions.

FabFitFun

Brand Reputation Manager

- Manage a 24/7 social relations operation supervising local and international office locations- Oversee all public customer communication across social media, review sites, community forums, and related platforms. Ensuring quality, consistent voice, and preservation of brand identity- Analyze & review consumer data evaluating public sentiment, brand mentions, and social interactions to develop innovative strategies to maximize CX brand presence- Work in conjunction with the Legal Department to effectively address large scale and delicate issues that require legal guidance, adhering to state/federal regulations as well as company policies.

Social Relations Manager

- In charge of responding to members and upholding FabFitFun's brand, tone, voice, policies, etc. across all social media platforms. - Distributed a weekly company-wide synopsis of the Social Relations department. - Resolved CX concerns across all department platforms including, social media, phones, emails, chat, community forum, and review sites.  - Trained team members on all department used platforms while innovating new and more efficient operational approaches. - Managed the most escalated customer interactions across all platforms to preserve brand integrity and public perception.

Customer Relations Specialist

- Create editorial content for online magazine publications - Conduct interviews and attend networking events to foster brand awareness - Source products and brands appropriate for seasonal box curations- Work directly with the consumer base through various customer experience initiatives

Editorial Marketing Intern

- Responsible for coordinating all social media outlets- Participated in outreach efforts to secure new partnerships- Researched and gathered data regarding trends in the mobile industry- Assisted in numerous marketing campaigns and various other business endeavors with some of the largest entertainment companies in the country- Promoted and demonstrated product to consumers at large venues and sales meetings

OtherLevels

Executive Assistant and Marketing Intern

- Responsible for planning, organizing, and supervising fun and creative activities to engage both youth and adult participants- Promoted summer camp and themed party options to customers- In charge of overseeing, coordinating and managing time for all party activities- Worked closely and succinctly with team members to achieve a fun, safe, and unforgettable customer experience every time.

Pump it Up

Event Organizer

- Provided homework assistance and support for children's literacy activities and creative learning opportunities  - Facilitated and supervised children on educational/recreational excursions- Observed children's behavior and developed case studies to assess and recommend lesson plan changes to achieve the optimal environment and approach for learning

Jill Morehouse