Travel
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
2023.01 - 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
2019.03 - 2022.12
- 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
2017.03 - 2019.02
- 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
2016.11 - 2017.02
- 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
2001.04 -
High School Diploma -
President High School
Cape Town, South Africa 2001.04 -
Skills
Community Engagement
Reputation Management
Reporting
Facebook Advertising
Social Listening
Content scheduling
Customer Engagement
Content Writing
Trend Analysis
Written Communication
Customer Service
Task Prioritization
Interests
Social Media
Education
Timeline
Social Media Engagement and Reputation Management
Shoprite Holdings
2023.01 - Current
Social Media Community Manager
Wunderman Thompson Digital
2019.03 - 2022.12
Community Manager and Content Assistant
Sportscene, TFG
2017.03 - 2019.02
Customer Service Agent
Superbalist
2016.11 - 2017.02
No Degree - Social Media Marketing Course
Red & Yellow Business School
2001.04 -
High School Diploma -
President High School
2001.04 -
Certificate of Marketing And Advertising
Digital School of Media