community
management
Building Trust, Protecting Reputation, & Strengthening Community
Community management and online reputation management are essential pillars of modern social media marketing and brand communications. Together, they focus on how a brand listens, responds, and builds relationships with its audience across social platforms and digital touchpoints. This discipline ensures conversations are intentional, timely, and aligned with brand values—turning engagement into trust.
Effective community management involves active monitoring, thoughtful response strategies, and meaningful interaction with audiences in comments, messages, and public forums. By engaging authentically and consistently, brands foster loyalty, encourage advocacy, and create a sense of connection that extends beyond individual campaigns. Every interaction is an opportunity to reinforce credibility and strengthen brand perception.
Online reputation management takes a proactive approach to protecting and enhancing how a brand is perceived. Through ongoing monitoring, issue escalation, and sentiment analysis, potential risks are addressed before they escalate. When executed strategically, community and reputation management safeguard brand equity, improve customer experience, and support long-term growth through trust and transparency.
Community Engagement
Customer Service
responding to reviews
Competitive Analysis
Industry Monitoring
Social listening
CLIENTS
Thoughtful, Caring Community management across 650+ location
While managing community engagement for Visionworks, my primary responsibility was responding to all incoming messages and reviews within two hours of receipt. I worked to resolve customer service issues directly when possible and escalated more complex cases through established protocols. I also kept Visionworks leadership informed of recurring issues that could impact the customer experience at scale.
97%
300+
Response Rate
Daily Responses
1h 47m
Average Response Time
Actively monitored the following channels:
Leading Global Conversations Where Trust and Scale Intersect
As team lead for global community management on Facebook for Business, I oversaw brand engagement across some of the world’s most complex and culturally diverse markets, including France, Italy, Germany, Spain, Brazil, Mexico, Hong Kong, Japan, and Korea. The role required balancing global brand standards with local nuance, ensuring conversations remained accurate, respectful, and on-brand at scale.
I managed real-time engagement across multiple inbound channels—post comments, page comments, direct messages, and brand mentions—using Spredfast Conversions to unify and prioritize message streams. Operating within a three-hour SLA during business hours, the work emphasized precision, speed, and judgment, reinforcing trust, protecting reputation, and delivering consistent customer experiences across regions.
Remotely managed 9 community managers across global time zones ensuring brand messging was consistent while adhering to cultural nuances and norms.
Actively monitored the following channels:
Using community management for more than just customer service
Used humor, tounge-in-cheek interactions and helpful customer service to bring the Bar Louie brand voice alive beyond that of what the community sees in social content or paid media.
