Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Carla Fourie

Social Media Engagement Specialist
Cape Town,WC

Summary

Obsessed with all things Social Media, I have outstanding written and oral communication skills and a deep knowledge of reputation management. I am driven and hardworking, excelling in monitoring and replying to queries and messages and streamlining company social media accounts. I am able to solve problems and perform in high-pressure situations.


I have a passion for travel, visiting an international country each year and organise the entire trip by myself with meticulous details. I aim to foster a love for travel in every person, as I have found it within myself.

Overview

8
8
years of professional experience

Work History

Social Media Engagement and Reputation Management

Shoprite Holdings
01.2023 - Current
  • Informed relevant stakeholders of potential serious Reputational Risk on Social Media by writing a report with actions taken and escalation needed to protect the brand image.
  • Actively participated in team meetings, contributing ideas for new processes or improvements.
  • Analyzed customer data and repeat complaints to identify trends and adjust strategies accordingly for maximum effectiveness.
  • Regularly monitored competitor activity on social channels, identifying key learnings to inform future strategy decisions.
  • Monitored influential personalities and media for commentary on brand.
  • Monitored and responded to customer feedback on social channels, fostering positive relationships between clients and their target audience.
  • Manage query tracking of agents via C4C system, to ensure queries completed within SLA.
  • Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Trained new team members by relaying information on company procedures and safety requirements.

Social Media Community Manager

Wunderman Thompson Digital
03.2019 - 12.2022
  • Responding to customer queries on Social Media (Facebook, Twitter, Instagram) as well as app reviews via Google Play Console.
  • Improved customer satisfaction by addressing concerns and answering questions in a timely manner on social media platforms
  • Managed multiple social media accounts simultaneously, maintaining consistent brand voice across platforms.
  • Taking opportunities for creative engagements with the community to build relationships with customers and establish rapport.
  • Identified process gaps, suggested and implemented fixes.
  • Senior Community Manager trial: From March 2022 until November 2022, assisted Vodacom brand with performance reviews and quality assessments for 18 team members, whilst managing daily strategy and populating weekly reports for feedback to relevant stakeholders.

Community Manager and Content Assistant

Sportscene, TFG
03.2017 - 02.2019
  • Assisted managers in decision-making processes regarding content based on thorough research and analysis of available data, such as link tracking via Google Analytics.
  • Boosted customer satisfaction by promptly addressing inquiries and resolving issues professionally.
  • Managed budgets for campaigns on Facebook posts and content schedules.
  • Assisted with copy for social media posts as well as minor image editing, including Instagram profile design.
  • Sole Community Manager across three brands - sportscene, Archive and Anatomy - managing all incoming queries.
  • Within two weeks, brought First Response Time from 24 hours to 2 hours with a 97% response rate.
  • Weekly reports using Google Analytics to identify trends and using data to boost sales.
  • Crisis management in high pressure environment.

Customer Service Agent

Superbalist
11.2016 - 02.2017
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Developed phone skills.
  • Communicated with clients regarding account services, statements, and balances.
  • Strengthened relationships with clients through proactive follow-up on pending issues and concerns.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.

Education

Certificate of Marketing And Advertising

Digital School of Media
11.2024

No Degree - Social Media Marketing Course

Red & Yellow Business School
04.2001 -

High School Diploma -

President High School
Cape Town, South Africa
04.2001 -

Skills

Community Engagement

Interests

Travel

Social Media

Education

Timeline

Social Media Engagement and Reputation Management

Shoprite Holdings
01.2023 - Current

Social Media Community Manager

Wunderman Thompson Digital
03.2019 - 12.2022

Community Manager and Content Assistant

Sportscene, TFG
03.2017 - 02.2019

Customer Service Agent

Superbalist
11.2016 - 02.2017

No Degree - Social Media Marketing Course

Red & Yellow Business School
04.2001 -

High School Diploma -

President High School
04.2001 -

Certificate of Marketing And Advertising

Digital School of Media

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Carla FourieSocial Media Engagement Specialist