Paul Bass
Denver,CO
Summary
Accomplished Sr. Manager of Customer Care and Community at Vinyl Me Please, adept in team management and data tracking. Spearheaded the growth of a 4,500-member Discord community, enhancing customer engagement through innovative strategies. Renowned for exceptional customer relations and inter-department collaboration, significantly improving service standards and operational efficiency.
Overview
9
9
years of professional experience
Work History
Sr. Manager of Customer Care and Community
Vinyl Me Please
12.2020 - Current
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Successfully built and managed a Discord community of 4,500 members, fostering a welcoming and inclusive environment while driving engagement and retention.
- Developed and executed a content and engagement strategy, including events, discussions, and interactive activities.
- Monitored and moderated community interactions to ensure adherence to guidelines, addressing issues promptly to maintain a positive and respectful atmosphere.
- Utilized analytics tools to track community growth, member activity, and engagement metrics, refining strategies based on insights to meet evolving needs.
Customer Care Manager
Vinyl Me Please
11.2019 - 12.2020
- Supervised daily operations to maximize retention, customer satisfaction, and employee productivity.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Developed highly empathetic customer relationships and earned a reputation for exceeding service standard goals.
- Led successful system migrations by seamlessly transferring processes and implementing best practices to ensure continuity and operational efficiency.
- Managed the relationship with a BPO partner, collaborating closely to align on goals, optimize workflows, and ensure the delivery of exceptional customer service.
- Regularly evaluated performance metrics, provided actionable feedback, and implemented process improvements to enhance efficiency and customer satisfaction.
Customer Care Team Lead
Vinyl Me Please
05.2018 - 11.2019
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Implemented and developed customer service training processes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Customer Care Representative
Vinyl Me Please
11.2015 - 05.2018
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic customer relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Identified and resolved discrepancies and errors in customer accounts.
Education
No Degree - Political Science
Metropolitan State University of Denver
Denver, COSkills
- Team management
- Data tracking
- Inter-department collaboration
- Customer relations
- Escalation management
- Brand representation
- Customer experience improvement
- Team building
- Service solution development
- Cross-functional collaboration
- Report preparation
Timeline
Sr. Manager of Customer Care and Community
Vinyl Me Please
12.2020 - Current
Customer Care Manager
Vinyl Me Please
11.2019 - 12.2020
Customer Care Team Lead
Vinyl Me Please
05.2018 - 11.2019
Customer Care Representative
Vinyl Me Please
11.2015 - 05.2018
No Degree - Political Science
Metropolitan State University of Denver
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