Lily Shpak
Social Media Community Manager
Belleville
Summary
Solution driven social media specialist with proven experience managing online communities, moderating high-volume conversations, and creating content that builds trust and engagement. Skilled in aligning brand voice, responding thoughtfully to comments, and maintaining safe, respectful digital spaces. Known for turning social listening and trend insights into actionable improvements for teams, escalation workflows, and audience experience. Brings strong writing ability, cultural awareness, and reliability, with a track record of supporting brands in ways that feel human while delivering measurable results across platforms.
Overview
2
2
years of professional experience
Work History
Social Media Community Manager
Social Factor
01.2024 - Current
- Shaped brand voice consistency across multi-platform communities, establishing response frameworks that lifted trust signals such as positive sentiment and repeat interactions by 88%.
- Operationalized community governance by defining moderation thresholds and clear escalation rules, reducing incident handling time by 75% while improving accuracy across the team.
- Translated real-time audience behavior into actionable insights for marketing and leadership, guiding content direction and driving double-digit growth in meaningful engagement.
- Led quality oversight across distributed moderation workflows, implementing audits that improved adherence to brand guidelines from 82% to 97%.
- Developed human-centered community practices that combined culturally aware communication with thoughtful customer support, resulting in measurable gains in customer satisfaction and brand trust perception.
Social Media Community Manager
Aggarwal Opthomology
03.2024 - 11.2025
- Designed a patient centered social strategy that increased appointment inquiries and procedure awareness, contributing to a 32% lift in organic engagement across clinic channels.
- Built trust through educational content on eye health, treatment options, and post-op care, driving sustained growth in followers and improving patient sentiment in comments and DMs.
- Partnered with clinical staff to translate complex medical information into accessible social content, reducing misinformation, improving patient preparedness, and strengthening the clinic’s reputation online.
Education
Associate of Arts - Marketing
Washtenaw Community College
Ann Arbor, MI 05.2001 -
Skills
Social media moderation Community management Content creation Comment response management Brand voice alignment Escalation workflows Audience engagement Online safety and guideline enforcement Social listening Trend identification and reporting Cultural awareness Writing for brands Tone adaptation Customer service Reliability and organization Remote work Fast response time
Timeline
Social Media Community Manager
Aggarwal Opthomology
03.2024 - 11.2025
Social Media Community Manager
Social Factor
01.2024 - Current
Associate of Arts - Marketing
Washtenaw Community College
05.2001 -