Irina Gorelik

Betterfly, New York, NY | Community Manager, 10/11 – Present

  • Responsible for growing and interacting with a thriving community of learners and instructors on Betterfly's social networks (such as Pinterest, Facebook and Twitter) and the company's blog.
  • Increased Facebook lifetime organic reach 363% and engagement 2520% with content both created and found in the first year.
  • Solely and effectively resolved all customer inquiries in a timely manner through phone, support emails, CRM tools (such as Batchbook and UserVoice), and social networks for the 100,000+ members on the Betterfly website.
  • Educated the growing community of service providers on the best uses of Betterfly and social networks through the use of videos, weekly webinars, and how-to articles to the company Blog and "Help Center" section of website.
  • Increased organic traffic to company website by 20% from viral Facebook posts.
  • Organized and trained 10 outsourced workers in creating over 25,000 Facebook Business Pages for community social discovery efforts.
  • Effectively trained new workers in customer service and product knowledge.

WeShop, New York, NY | Marketing Intern, 08/10 – 07/11

  • Created and maintained 90+ Facebook communities for targeted community marketing efforts.
  • Experience with virtual currency (gamification) and assessing how it affects consumers' behavior.
  • Effectively managed and resolved customer issues through phone calls, the social media platform, and CRM tool Zendesk.

My earliest experience in the importance of great customer service was as a Starbucks' Baristsa and Gamestop Cashier. I utilized invaluable interpersonal and customer communication skills and demonstrated excellence in service and hospitality. I responded to customer inquiries and resolved customer issues daily. I maintained new and existing product knowledge, which was used to consistently exceed daily goals and facilitate revenue through sales techniques.

Skills:

  • Excellent skills in writing and maintains a strong digital footprint.
  • Proficient in Microsoft Suite, Photoshop, Asana, SproutSocial, and Hootsuite.
  • Proficient in Russian.
  • Education
    • CUNY Hunter College