Summary
Overview
Work History
Education
Skills
Timeline
Generic
GRACE CHUNG

GRACE CHUNG

Las Vegas,NV

Summary

Associate Community Manager with expertise in community engagement and relationship building. Proven track record in enhancing brand loyalty through effective content creation and social media management. Recognized for high productivity and efficient task management, ensuring positive experiences for community members. Experienced in leading teams and driving process improvements in fast-paced environments.

Overview

11
11
years of professional experience

Work History

ASSOCIATE COMMUNITY MANAGER - SOCIAL SUPPORT & ESCALATIONS

POSHMARK
Redwood City, CA
01.2021 - Current
  • Scaled Poshmark's social support operations, establishing effective escalation workflows and documentation.
  • Managed high-priority cases involving CEO, PR, BBB, AG, and privacy concerns.
  • Introduced chatbot automation to enhance response efficiency and authored standard operating procedures.
  • Moderated Discord channels and monitored Reddit for sentiment analysis to identify user issues.
  • Developed content strategies that drove community growth and increased participation.
  • Facilitated user communication with internal teams to resolve issues swiftly and effectively.
  • Analyzed community metrics to guide strategic planning initiatives for enhanced engagement.

SENIOR COMMUNITY ASSOCIATE

POSHMARK
Redwood City, CA
01.2020 - 01.2021
  • Facilitated community engagement through social media and online forums.
  • Addressed inquiries and resolved issues to support users promptly.
  • Analyzed user feedback to improve community experience and service quality.
  • Mentored new associates on best practices for community engagement.
  • Managed multiple projects simultaneously, meeting deadlines set by management.
  • Ensured compliance with customer service standards during public interactions.

COMMUNITY ASSOCIATE

POSHMARK
Redwood City, CA
01.2018 - 01.2020
  • Provided frontline app and web platform support through root cause analysis and issue documentation to enhance workflows.
  • Managed daily operations of community forums, fostering effective user interactions.
  • Resolved member inquiries and offered resources to support community needs.
  • Analyzed user feedback to improve community experience and support services.
  • Advised members on optimal resource utilization within the community.
  • Safeguarded resident confidentiality through meticulous documentation practices.
  • Established partnerships with related organizations to amplify support and draw attention to critical issues.

EXECUTIVE TEAM LEAD - GUEST EXPERIENCE

TARGET
San Jose, California
08.2017 - 11.2018
  • Led daily operations for a team of over 100 members, analyzing NPS scores to enhance customer experience.
  • Oversaw HR, logistics, and guest relations while optimizing payroll and profitability.
  • Managed staff scheduling to maintain sufficient staffing levels across all departments.
  • Trained new team members on store procedures and compliance with company policies.
  • Facilitated cross-departmental communication to promote collaboration and efficiency.
  • Resolved customer inquiries and complaints promptly, ensuring high satisfaction levels.
  • Created monthly reports detailing team performance metrics to identify improvement areas.
  • Developed policies and processes to streamline operations and reduce conflicts among team members.

GROUP STORE LEADER

GAMESTOP
Camp Lejeune, NC
01.2015 - 01.2017
  • Directed operations across multiple stores, enhancing membership sales and retention strategies.
  • Led daily operations to optimize store efficiency and improve customer satisfaction.
  • Managed inventory levels and organized merchandise displays for maximum sales impact.
  • Trained staff on product knowledge and customer service techniques to elevate service standards.
  • Monitored sales trends to refine inventory strategies in a competitive market.
  • Prepared weekly and monthly reports analyzing sales trends and competitor activities.
  • Maximized profits through effective cost control and budget management.
  • Conducted daily store walk-throughs to identify maintenance needs and security risks.

Education

Bachelor's Degree - Accounting

Ashford University

Skills

  • Customer Escalation Management
  • Salesforce Service Cloud
  • Looker and Sift Dashboards
  • Sprinklr and Sprout Social
  • Chatbot Automation and Development
  • SOP Development
  • Social Media Channel Listening
  • Content strategy
  • Data analysis
  • Training and mentoring
  • Cross-functional collaboration
  • Sentiment analysis
  • Influencer outreach
  • Brand awareness
  • Crisis management
  • Social media management

Timeline

ASSOCIATE COMMUNITY MANAGER - SOCIAL SUPPORT & ESCALATIONS

POSHMARK
01.2021 - Current

SENIOR COMMUNITY ASSOCIATE

POSHMARK
01.2020 - 01.2021

COMMUNITY ASSOCIATE

POSHMARK
01.2018 - 01.2020

EXECUTIVE TEAM LEAD - GUEST EXPERIENCE

TARGET
08.2017 - 11.2018

GROUP STORE LEADER

GAMESTOP
01.2015 - 01.2017

Bachelor's Degree - Accounting

Ashford University

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