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Work Background
Findasense, by TP InfinityCommunity Manager
Sep. 2021Mexico City• Managed social media ecosystems with 1M+ followers, strengthening the brand’s online presence and fostering genuine, two-way connections with the audience across key platforms.
• Handled 300+ daily comments and inquiries, providing timely, on-brand responses that protected customer experience and fed audience insights back into marketing and CX teams.
• Developed exhaustive competitive and performance benchmarks that contextualized results, informed strategic decisions, and enabled stakeholders to track tangible outcomes of social efforts.
• Created and edited social-first content for Meta and TikTok aligned to always-on and campaign calendars, ensuring creative stayed relevant to trends while honoring each brand’s positioning.
• Collaborated with CX and strategy teams to translate social listening and benchmark insights into optimizations that elevated customer experience and reinforced brand loyalty across channels.
PrivaliaCustomer Care Manager
Sep. 2018 - Jun. 2020Mexico City• Lead and coached a 15-person Customer Care team handling 200+ daily social media tickets, sustaining a 1-hour first response time while protecting customer experience in a high-volume e-commerce environment.
• Oversaw end-to-end complaint intake, triage, and resolution across social channels, maintaining a 4.6/5 CSAT through quality controls, escalation management, and consistent agent coaching.
• Reworked the social care campaign strategy and operating structure to strengthen performance, improve consistency, and scale service delivery without compromising customer satisfaction.
• Developed fresh campaign and content concepts tailored to a crowded digital landscape, aligning creative execution with each brand’s premium positioning and social-first best practices.
• Protected brand consistency by overseeing cross-platform visual standards and customer-facing communications, ensuring every interaction met brand guidelines
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