Overview

I have managed customer experience and community interactions across multiple channels such as Reddit, Instagram, Facebook and TikTok comment sections, as well as Gorgias through email, live chat and ticketing.

My focus has been to create clear, empathetic, platform-native responses that:

resolve customer issues quickly
de-escalate negative conversations
protect brand reputation
reinforce brand tone and culture
turn support moments into positive experiences

My Approach

Tone and Voice Guidelines

Human, conversational, and empathetic
Platform-native language
(Reddit ≠ Instagram ≠ Gorgias)
Avoid canned responses
Add contextual understanding (memes, community culture)
Honor frustration without inflaming it

Issue Triage and Escalation

Route technical, product, or shipping issues to CX leadership
Identify when a customer needs immediate escalation
Flag repeat issues as patterns
Turn public complaints into private resolutions via DM/email
Close the loop once resolved

Insight Surfacing

From CX interactions, I identify patterns and escalate insights such as:

recurring product quality issues
shipping or warehouse trends
unclear website information
incorrectly communicated return policies
customer confusion patterns
opportunities for future content

Macro Creation

I have built and optimized templated responses that:

reduce resolution time
prevent repeated typing
maintain consistent tone
can be adapted for Reddit, IG, TikTok, and Gorgias
reduce ticket counts by answering common questions publicly

Reddit Community Responses

Tone: native, humorous, respectful, quick, culturally fluent.
Focus: minimizing negative threads, replying inside high-traffic posts, matching subreddit tone, keeping brand “human”, turning complaints into conversations.