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Ishereen ****** Social Media Specialist

Kraaifontein, Western Cape R27 000 / Month CV-2021-2.pdf
Digital / Online MarketingRetail
  • Nationality: South African
  • Gender: Female
  • Ethnicity: Coloured
  • Employment Level: Senior
  • Career Experience: 5 - 10 Years
  • I have worked in the Customer service industry
    for more than 15 years and over 10 years on Social Media platforms
    working for top brands such as Capitec and Vodacom and currently
    working at the Shoprite Group,making my mark and proving that I am
    the best at what I do. My expertise include complaint
    handling, reputational risk, leading a successful team and training of new staff. I
    pride myself in being efficient, a hard worker and a quick learner.

    Education

    2019 BA degree in Psychological counselling at Unisa

    Experience

    I am currently working here Social Media specialist at Shoprite Group

    􀀀Maintain social service levels as required by company standards on social
    media: Facebook, Twitter, Instagram, Tik Tok.
    􀀀Analyse and interpret reputational risk faced on social media and handling any
    brand complaints and queries, responding to all our customers in a professional
    way.
    􀀀D isplay strategic insight into developing trends that pose a risk to corporate
    reputation.
    􀀀Monitor Online Reputation Management tool as well as strategic external pages
    on a continuous basis.
    􀀀Identify trends, threats and opportunities in user generated content and report
    to relevant parties.
    􀀀Report daily/weekly/monthly on any reputational risk issues, social customer
    interactions, trends and opportunities.
    􀀀R eport complaint trends to management so that corrective action can be taken
    in the business.
    􀀀Working on systems such as Brandseye as well as Conversocial being able to
    review performance and complete weekly and monthly performance.
    􀀀Managing the team’s responses, response times, escalations and that key
    metrics as seen on Conversocial.
    􀀀Managing and writing news alerts including email alerts.
    􀀀In charge of training new staff.
    􀀀Experience with Hootsuite
    􀀀Working closely with the Marketing team on certain campaigns
    􀀀Experience working on Marketing Campaigns for our We Act For Change
    initiative.
    􀀀Creating and managing content for initiatives such as soup kitchens to plan and
    implement monthly content for the group on social media.