Idalis Paulino
New York,NY
Summary
Engaging, quick-thinking communicator with a talent for building online community, responding authentically, and maintaining a consistent brand voice across platforms. Experienced in high-volume message handling, audience engagement, and problem-solving under pressure. Passionate about creating positive digital experiences, identifying trends, and supporting teams through organized, detail-driven execution. Ready to bring proactive energy and sharp communication skills to PopUp Bagels’ social team.
Overview
4
4
years of professional experience
Work History
Dog Handler
Camp Canine
2024.09 - Current
- Serve as a frontline communicator for pet owners, clearly conveying services, care plans, and expectations—maintaining a warm, consistent brand tone.
- Manage high-volume, fast-paced group environments (up to 56 dogs) requiring strong situational awareness and real-time decision-making.
- Monitor behavior trends and respond proactively to prevent escalation—mirroring the attention to detail needed for social listening and community sentiment tracking.
- Document and communicate updates between team members to ensure cohesive, accurate information-sharing.
- Maintain cleanliness and organization to support consistent brand presentation across all public-facing spaces.
Social Media Specialist
Sheamakery
2022.11 - 2023.12
- Supported the brand’s digital presence by responding to customer messages, DMs, and product inquiries across social platforms with a consistent, warm voice.
- Engaged with online community members through comments, product questions, and order updates, strengthening customer relationships and increasing repeat engagement.
- Assisted with content creation by capturing in-store product photos, identifying trending items, and providing ideas for seasonal promotions.
- Monitored customer sentiment both online and in-store, flagging recurring questions or product feedback to the team for improved messaging strategies.
- Contributed to a 15% rise in monthly sales over six months by combining personalized recommendations with social-forward customer engagement.
- Managed high-volume communication, ensuring timely, accurate responses aligned with brand tone and customer expectations.
Customer Care Representative
AWSOM Animal Shelter
2021.09 - 2023.12
- Managed high-volume inbound inquiries with compassion and clarity, ensuring quick, accurate responses aligned with organizational voice and values.
- Logged conversations, tracked questions, and communicated insights to internal teams—similar to surfacing social media sentiment and community trends.
- Identified patterns in customer feedback to support program improvements and optimize messaging.
- Created a welcoming virtual and in-person experience, strengthening trust and community relationships.
Education
Bachelor of Arts - Communication Studies, Psychology
Pace University
New York, NY2021-05
Skills
- Community Management & Real-Time Engagement
- Brand Voice Consistency
- Customer Communication (High-Volume)
- Social Listening & Trend Awareness
- Problem-Solving Under Pressure
- Analytical Thinking (Behavior Patterns, Sentiment Insight)
- Time Management & Prioritization
- Cross-Team Collaboration
- CRM & Database Logging
- Written & Verbal Communication
- Conflict Resolution
- Creative Storytelling / User Experience Understanding
- Google Suite
- Customer Relationship Management (CRM)
- Complaint Resolution
- Google Suite
Timeline
Dog Handler
Camp Canine
2024.09 - Current
Social Media Specialist
Sheamakery
2022.11 - 2023.12
Customer Care Representative
AWSOM Animal Shelter
2021.09 - 2023.12
Bachelor of Arts - Communication Studies, Psychology
Pace University