Paul Gumm - Conversation Design Analyst, The Aspen Group

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United States

Work Background

TAG - The Aspen GroupConversation Design Analyst

Jan. 2024 - Feb. 2024Chicago, Illinois, United States · RemoteAnalyzed conversation design and customer interaction data to inform and enhance IVR and chatbot functionalities, focusing on user engagement and satisfaction. Designed intuitive conversation flows, leveraging data analysis to refine and optimize user interactions. Conducted User Acceptance Testing (UAT) to ensure conversation designs met quality and functionality standards before launch. Collaborated closely with cross-functional teams, including UI Designers, Project Managers, and IT departments, to drive seamless product development and continuous improvement.

Credit KarmaContent and Conversation Strategist

Apr. 2022 - May. 2023Charlotte, North Carolina, United States · HybridDelivered and Enhanced Premium Content Across Support Channels: Produced and finely-tuned top-tier content across four support channels, empowering Credit Karma members to independently resolve issues through self-help avenues. This included the introduction of a phone-to-chat option within the Intelligent Virtual Assistant (IVA), a move that led to an impressive 8% reduction in phone support traffic and case creation. Substantially Augmented IVA Containment Rates: Achieved remarkable progress by significantly increasing overall IVA containment, from 25% to an impressive 56% within just 12 months. This was accomplished through the creation and management of 15 new IVA flows, enhancing utterance recognition, refining conversation flows, optimizing IVA functionality, and elevating the overall member experience. Streamlined Agent Transfers for Tax-Related Cases: Successfully alleviated agent transfer complexities by designing and implementing entirely new IVA flows tailored for tax-related use cases. This strategic move resulted in an extraordinary 85% increase in Refund Advance Deposit (RAD) and tax containment rates, streamlining the process for members seeking tax assistance.

Transworld AdvertisingRecruitment Operations Coordinator

Jun. 2021 - Dec. 2021RemoteAttracted Top-Tier Talent for Leading Food and Beverage Brands: Successfully drew in top-tier applicants for renowned national food and beverage brands by meticulously strategizing and executing recruitment marketing and employer branding initiatives, thereby effectively fulfilling staffing requirements. Enhanced Campaign Effectiveness through Data-Driven Insights: Elevated campaign performance by employing rigorous tracking, comprehensive measurement, and insightful reporting techniques, ensuring that campaign data, metrics, and results were not only monitored but also optimized to their fullest potential.

13 Red MediaSocial Media Manager

Oct. 2016 - Feb. 2021San Diego, California, United States · HybridEnhanced Brand Presence and Engagement: Managed seven key social media accounts across platforms like Twitter, Facebook, Instagram, YouTube, and TikTok. Collaborated with production and design teams for increased brand awareness, audience growth, and reach. Influencer Partnership and Consulting: Engaged with influencers to connect with consumers and prospects while providing strategic consulting to over 20 social media influencers, amplifying our brand presence. Efficient Content Management: Scheduled 40 weekly posts across seven accounts on three platforms using tools like Sprout Social, Tweet Deck, and Hootsuite, maintaining an active online presence. Strategic Industry Exposure: Secured corporate sponsorships for Diversity, Equity, and Inclusion (DEI) events, elevating our industry presence. Maintained Brand Image and Growth: Strengthened brand integrity through professional relationships with marketing teams, event executives, bloggers, and experts. Achieved significant Facebook engagement growth by 250%, Twitter audience expansion by over 200,000 followers, and Instagram audience growth by 135%, sustaining social engagement and growth.

13 Red MediaExecutive Assistant

Nov. 2015 - Oct. 2017San Diego, California, United States · HybridEnhanced Workplace Efficiency and Insight into Corporate Operations: Elevated workplace productivity through the creation and maintenance of streamlined administrative processes, while delivering invaluable administrative support to executive leadership. Seamless Coordination of Travel: Skillfully orchestrated and oversaw executive and client travel arrangements, culminating in meticulously organized itineraries and delivering impressive cost savings of 15%. Efficient Calendar Management: Proficiently maintained executives' calendars, adeptly scheduled meetings, and preemptively resolved scheduling conflicts, thereby optimizing time allocation and facilitating swift and well-informed decision-making processes.

Pioneer ProgramsTeaching Assistant

Mar. 2015 - Oct. 2015San Diego, California, United StatesIndividualized Learning and Curriculum Adaptation: Collaborated with teachers to provide tailored support to autistic students, adapting instructional methods and curriculum materials to meet diverse learning needs, ensuring personalized and effective learning experiences. Classroom Management and Behavioral Support: Created and maintained a conducive classroom environment, promoting engagement and ensuring a safe, structured setting for students, while also supporting the implementation of behavioral interventions and strategies to address challenging behaviors among students, contributing to their social and emotional development. Communication and Sensory Support: Facilitated effective communication for students with autism, implementing augmentative and alternative communication systems as needed, while also supporting sensory integration activities to create sensory-friendly environments, aiding students in self-regulation. Individualized Learning Plans and Progress Monitoring: Collaborated with the special education team to implement, adapt, and track individualized education plans (IEPs) for students, providing valuable insights to educators and parents and contributing to informed decision-making. Parent Collaboration and Teamwork: Worked closely with parents and guardians to ensure a cohesive approach to the education and well-being of autistic students, fostering strong partnerships while collaborating with fellow educators and specialists in a unified team dedicated to student success and growth.

Networx Supported Living Services Direct Support Professional

Mar. 2014 - May. 2015San Diego, CA · On-siteHousehold Management: Assisted in maintaining a clean and well-organized living environment, addressing home-related issues, and ensuring a comfortable and safe setting for residents and staff. Personal Care: Attended to essential personal care needs, including bathing, toileting, grooming, and other daily routines, promoting hygiene and resident well-being. Medication Oversight: Vigilantly managed pt medications, adhered to precise schedules, and administered them punctually, ensuring adherence to prescribed regimens. Behavioral Management: Skillfully handled and de-escalated challenging behaviors often associated with certain developmental disabilities, fostering a secure and harmonious atmosphere. Data Management: Employed advanced technological platforms to meticulously log daily activities, meals, routines, and behavioral observations for each resident, ensuring accurate record-keeping and informed decision-making.

US NavyMaster at Arms

Nov. 2010 - Oct. 2014Washington, District of Columbia, United StatesDedicated Service Safeguarding Vital Assets: During my tenure, I proudly served as a patrolman onboard Naval Support Activity Bethesda, Maryland, and Joint Base McGuire Dix Lakehurst, New Jersey. My responsibilities encompassed critical law enforcement, anti-terrorism, and force protection duties, ensuring the security of vast expanses totaling 41,000 acres and safeguarding assets exceeding $9 billion. Round-the-Clock Gate Sentry: I diligently performed gate sentry duties, maintaining an unwavering commitment to safety. My vigilant efforts secured the well-being of over 40,000 employees, residents, and patients within the installation(s). Exemplary Leadership and Training: In addition to my duties, I assumed a leadership role by directly supervising and training over 20 junior sailors. My objective was to ensure a seamless transition of knowledge and competence within the security department, reinforcing Naval Support Activity Bethesda with a cadre of skilled and proficient patrol officers. Rigorous Inspections for Enhanced Security: I conducted more than 100,000 personnel, baggage, and area inspections, a pivotal role that resulted in the identification and seizure of over 6,000 prohibited items. This proactive approach was instrumental in maintaining a safe, secure, and productive working environment for all personnel on base. Guardianship of High-Value Assets: I took on the significant responsibility of overseeing the security of over 52 high-valued aircraft associated with the Air Mobility Command stationed at McGuire Air Force Base. This essential role supported base operations and the global transport of critical government supplies and equipment, underscoring my dedication to safeguarding essential resources.

Welcome House, Inc.Direct Support Professional

Jun. 2009 - Oct. 2010Cleveland, Ohio, United States · On-siteCaregiver for Individuals with Developmental Disabilities: Dedicated caregiver for residents with developmental disabilities, providing round-the-clock support, ensuring their well-being, and tending to individual needs. Supervision and Skill Development: Supervised and trained a team of caregivers, enhancing the standard of care provided to residents, and promoting a nurturing environment. Individualized Care Planning: Conducted thorough assessments, informing personalized care plans, leading to improved well-being for residents. Community Engagement and Event Coordination: Organized and participated in community events, enriching residents' lives and social experiences.

13 Red MediaLogistics Coordinator

Sep. 2007 - Sep. 2009San Diego, California, United StatesStrategic Management of Company Assets: Assumed responsibility for the oversight of company assets and equipment valued at more than $2 million, implementing sound strategies for their efficient deployment and security. Global Logistics Mastery: Championed the intricate process of packing and shipping a diverse array of products to a vast network of international vendors, optimizing the global supply chain. Leadership and Efficiency Enhancement: Demonstrated leadership prowess by directly supervising and training a team of two subordinates, fostering a culture of excellence and enhancing shipping efficiency, resulting in an impeccable 100% on-time order fulfillment rate. High-Volume Order Mastery: Skillfully managed a high volume of daily orders, handling approximately 50 orders, each comprising 200 or more product units. This expertise ensured the seamless flow of operations, minimizing errors, and maximizing productivity.