• Operations and Community Support

    Rey Ferolino

  • Community builder and technology enthusiast with expertise developing engaging experiences both online and off. Tech savvy, process oriented, analytically driven and have a natural talent for building relationships.

  • Directly

    Operations and Community Manager

  • Previous Experience

    fitmob (acquired by ClassPass)

    Operations and Community Support 

    Apr 2014 – May 2015

    • Supported the day-to-day community support efforts.

    • Hired and trained the community support team of 10.

    • Managed a group of 20+ brand ambassadors (MobPros).

    • Monitored social media and support content.

    • Established and grew the community presence both offline and online.

    • Reproduced and tracked application and website issues.

    • Measured and drove key metrics to ensure peak performance.

    • Created Zendesk articles and answer in-coming support tickets.

     

    GoPago (acquired by Amazon)

    Customer and Tech Support 

    Mar 2013 – Dec 2013

     

    • Top tier of consumer and merchant interactions with GoPago.
    • Handles highly escalated and security sensitive information.
    • Communicate with consumers and merchants daily via phone and e-mail.
    • Document, track, and resolve customer issues through ZenDesk.
    • Real time updates to merchants for order negligence, hardware and software issues.
    • Streamline issues directly to operations and engineers using JIRA.
    • Test, document, and provide feedback on updates and bugs.
    • Created and update training manual for customer support team.
     

    Bare Escentuals Corporate

    Escalations Associate 

    Apr 2010 – Mar 2013

     

     

    • Responsible for excellent customer service to all Bare Escentuals customers for all product lines and channels.
    • Interact with customers daily via telephone, e-mail and other communication vehicles and represent brand to consumers.
    • Document, track, and resolve issues from all internal Bare Escentuals departments and customer channels.
    • Diffuse escalated issues and resolve customer complaints.
     

    Google

    Department Lead, Material Handling 

    Sep 2008 – Jan 2010

     

     

    • Managed, trained and developed a core team of 15 employees.
    • Supported a department of 150 scanners with various book handling issues.
    • Provided guidance to the team on how to meet productivity goals.
    • Escalated book issues to management according to severity.
    • Prioritized and handled multiple tasks to efficiently meet deadlines.
    • Communicated directly with different department leads regarding work flow and efficiency.
    • Developed action plans and maintain tracking system to ensure 100% compliance of procedures.
    • Organized team activities and development.
    • Created a fun and friendly work environment.
     

    Action Link

    Authorized HD Sony Representative 

    Aug 2007 – Feb 2009

     

     

    • Assisted in sales of Sony High Definition televisions, Blu-ray players, sound systems, and camcorders.
    • Promoted the Sony High Definition Experience.
    • Educated sales associates and consumers of product features.
    • Conducted inventory of in-store products.
    • Ensured functionality of in-store products.
     

  • SKILLS

     

    Community

    Management

    Problem Solving

    Operations

  • EDUCATION

     

    San Jose State University

    Bachelor of Science Sociology 2005 - 2007

    Hartnell College

    Associate of Arts Transfer Studies 2002 - 2004

     

  • Don't Be Shy!

    you can shoot me a email for more..

  • 831-214-7125

    San Francisco