Genpact

• Revising community management SOPs to ensure current best practices are implemented and maintained. 
• Ongoing community monitoring, engaging with the social community. 
• Drafting responses to community questions, in partnership with the PR team, Marketing team and internal stakeholders.
• Supporting the social employee advocacy program, including content coordination, participant engagement and measuring success.
• Supporting monthly social media planning

Community Manager

Freelance

• Developed relevant content, including text, images, videos, and graphics, tailored to the specific audience and goals of B2C customers. 
• Planned and scheduled posts across various social media platforms to ensure a consistent online presence.
• Monitored comments, messages, and mentions on social media accounts, and responded to inquiries, feedback, and comments from followers and customers.
• Analyzed social media performance data using specific tools to assess the effectiveness of campaigns in order to make data-driven decisions for improvement.

• Tools: Metricool, Radaar, Meta Business Suite, MailerLite, Canva, Photoshop, CapCut, Ahrefs, NeuronWriter, Keyword Revealer, Discord, Trello, Monday.com

Social Media Manager

• Moderating user-generated content on the company forum, ensuring adherence to community guidelines and fostering a positive online atmosphere.
• Proactively engaging with community members to address inquiries, and nurture a sense of belonging.
• Implementing welcome emails to onboard new community members and enhance their initial experience.
• Managing unresolved queries by tapping into the collective knowledge of experienced community members, fostering collaboration and problem-solving.
• Compiling comprehensive monthly insights reports enriched with analytics data and key forum developments
• Facilitating the moderation of product ideas, guiding constructive discussions, and leveraging user feedback

• Tools: Khoros Care

Community Moderator

Connect44

• Successfully coordinated essential resources involved in service restoration, minimizing downtime by 10% in 6 months.
• Led customer and internal meetings to address project issues, escalations, and improvement ideas.
• I proactively expanded existing documentation, resulting in a 30% increase in process efficiency and the creation of two new streamlined procedures for the Problem Management process.

Incident and Problem Manager with Spanish

Ericsson

• Ensured uninterrupted transmission by monitoring and quickly resolving technical glitches, achieving a 98% uptime rate.
• Conducted rigorous testing of new customer apps and streamlined procedures for new clients, resulting in a 30% reduction in onboarding time and enhanced customer satisfaction.

Broadcast and Media 1st Level Engineer

• Coordinated and trained a high-performing team of 10 service desk agents, achieving a 15% increase in customer satisfaction through effective training and daily operational management.
• Led two successful project on-boardings, meeting all project milestones on schedule, resulting in a 2-week reduction in project delivery time.
• Optimized documentation and workflow for the Service Desk team, resulting in a 20% boost in efficiency and an increase in service quality.

Service Desk Broadcasting Shift Leader

• Provided e-mail and phone support to Swiss telecom customers and local authorities from Switzerland, achieving a monthly 98% case resolution rate.
• Updated documentation after solving of new cases, resulting in a 20% increase in case resolution.

Lawful Interception Technician

As a Community Manager and Social Media freelancer with over four years of experience across various industries, I specialize in crafting and executing impactful social media and community management strategies that drive engagement, build vibrant communities, and enhance brand presence. My approach combines creativity with data-driven insights to deliver content that resonates with audiences and achieves business goals.

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.css-1jgreyo{background-image:linear-gradient(284deg, rgba(39,43,72,1) 0%, rgba(33,47,183,1) 100%);color:transparent;-webkit-background-clip:text;background-clip:text;}Andra F.'s Linkedin Analytics

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