Community and Customer Experience

I support beauty and lifestyle brands by managing community communication and customer experience with clarity, empathy, and a strong sense of brand voice. My approach centers on creating thoughtful interactions that build trust and strengthen long term loyalty. I also work closely with internal teams to surface product insights, identify communication patterns, and contribute to a more seamless and supportive customer journey. My goal is always to ensure every touchpoint feels consistent, helpful, and aligned with the brand's identity.

My work with Dr. Idriss focused on guiding customers through product questions, expiration concerns, routine building, website navigation, subscription management, and general skincare support across email and social platforms. I matched the brand’s bubbly and friendly tone, which meant creating responses that felt personal and aligned with the energy of the social team. I helped customers troubleshoot product issues, returns, discount questions, and moments of confusion during large kit launches and high volume holiday periods. I also collaborated with the social team to keep messaging consistent and to ensure customers received clear and cohesive communication across all touch points.

At Jones Road Beauty, I provided support that centered on helping customers understand how to use the products and how to find the right shades for their skin tone. The communication style required a clean and approachable tone that felt true to the brand’s identity and its connection to Bobbi Brown’s community. I worked across ZenDesk and Instagram to guide customers through exchanges, returns, high volume holiday inquiries, and general product questions. I also partnered with the influencer team to ensure that customers who discovered the brand through creator content received accurate guidance, consistent product education, and a seamless experience across all touch points.

During the early stages of Evolution_18, I helped educate customers on the wellness line, including product benefits, ingredient clarity, serving sizes, and overall usage guidance. My role involved offering supportive communication that helped customers feel informed about ingestible products and confident in what they were purchasing. I supported the team during holiday periods and new launches, especially when customers had questions about flavor preferences and subscription details. I also worked across internal teams to keep messaging organized and to make sure the customer experience remained clear and aligned with the brand’s voice.

Skills and Areas of Expertise

I bring a calm, thoughtful, and detail oriented approach to customer communication. I focus on clarity, consistency, and brand alignment in every interaction. My experience includes:

  • Maintaining a strong and recognizable brand voice across all channels

  • Translating complex product information into clear and accessible guidance

  • Managing high volume communication with accuracy and care

  • Supporting new launches with organized and on brand messaging

  • Strengthening customer loyalty through personalized and supportive responses

  • Identifying communication patterns that inform product and marketing decisions

  • Collaborating with internal teams to refine messaging and improve the customer journey

Impact

My customer experience work helps brands build trust and maintain a clear and supportive presence across all communication channels. I contribute to smoother launch periods, stronger community loyalty, and a more organized experience for customers. I also bring forward insights from customer conversations that guide product education, content decisions, and future improvements that strengthen the overall brand experience.

My Approach

I value communication that feels human, thoughtful, and grounded. These principles guide the way I support brands and customers in every interaction. I approach each message with care and attention, and I believe that consistency and clarity are essential to a strong customer experience. My goal is always to create connections that feel genuine and reflect the values of the brand.