Paul Gumm
Charlotte,NC
Summary
Collaborative digital marketer with over 7 years of social media and communications experience, specializing in content strategy, conversation design, data analysis, social media, and growth marketing. Proven leader with high attention to detail and excellent written and verbal communication skills; excelling in various startup, corporate, and government settings.
Overview
7
7
years of professional experience
Work History
Recruitment Operations Coordinator
Transworld Advertising
06.2021 - 12.2021
- Attracted high-quality applicants for national food and beverage brands through the planning and execution of recruitment marketing and employer branding strategies and creation of dynamic job descriptions reflecting positions and requirements to potential employees
- Optimized campaign performance by tracking, measuring, and reporting on campaign data, metrics, and results
- Managed time efficiently in order to complete all tasks within deadlines
Content & Conversation Strategist
Intuit Credit Karma
04.2022 - 05.2023
- Ensured positive outcomes for Credit Karma's 120 million members by utilizing internal and external tools (Figma, CUI Designer, & Salesforce) to create and shape effective voice and text conversations
- Increased overall IVA containment by over 25% to 56% in 12 months by implementing and maintaining over 15 new IVA flows to improve utterance recognition, conversation flows, and IVA functionality
- Empowered Credit Karma members to resolve their issues and answer their questions via self-help options and reduced need for agent interaction and case creation by creating high-quality content for various support channels
- Increased tax and Refund Advance Deposit (RAD) containment by over 85% and reduced transfer friction by implementing all-new tax IVA flows from planning, designing, and testing to execution, monitoring, and optimization
- Created frictionless and natural interactions for members across multiple platforms (Help Center,
- IVA, Chatbot) by leveraging knowledge of human language, communication, and bot/AI technology
- Provided cohesive support for members by discovering and executing synergies between content formats, including help center articles, voice, and conversational user interface scripts
- Created and enhanced member-focused content for new and existing products by proactively engaging with stakeholders to communicate design ideas with detailed diagrams, scenarios, and conversation flows
- Improved overall member experience by recommending and implementing content changes on all platforms by collaborating with data teams to analyze quantitative and qualitative data from internal reporting tools, Salesforce, and Amazon
- Provided additional support channels by pioneering and executing SMS capabilities for Credit Karma's IVA and chat channels, as well as participating in thedevelopment of live chat and hold my spot functionality
- Reduced phone support traffic by an average of 8% by deflecting voice calls through offering a phone to chat option in the IVA
Social Media & Event Coordinator
13 Red Media
10.2016 - 02.2021
- Increased brand awareness and website traffic by managing 7 social accounts on Twitter, Instagram, YouTube, and TikTok and creating/scheduling influencer posts
- Engaged consumers and targeted prospects by levering influencers on social media
- Increased brand awareness, engagement, audience growth, and reach by collaborating with production and graphic teams
- Engaged followers through the use of social media management tools (Sprout Social, Tweet Deck, and Hootsuite) to schedule 40 posts per week across 7 accounts and 3 platforms
- Increased social media ROI by assisting designers and editors with content development
- Increased brand exposure in the industry by negotiating and managing corporate sponsorships for various DEI events around the country
- Maintained brand image and increased opportunities by fostering professional relationships with outside marketing teams, event executives and staff, bloggers, and industry experts
- Increased and maintained social engagement and growth by increasing Facebook engagement by 250%, Twitter audience by over 200,000, and Instagram audience by 135
Executive Assistant
13 Red Media
11.2015 - 10.2017
- Increased workplace productivity and gained knowledge of corporate operations by developing and maintaining administrative processes and providing administrative support for executive staff
Education
MBA - Marketing Management And Research
Mount Vernon Nazarene University, Sail University
Mount Vernon, OH2022
Bachelor of Science - Digital Marketing
2019
Skills
- Content strategy
- UX Design & Testing
- Content management systems
- Data analysis
- Social media management
- AI conversational design
Timeline
Content & Conversation Strategist
Intuit Credit Karma
04.2022 - 05.2023
Recruitment Operations Coordinator
Transworld Advertising
06.2021 - 12.2021
Social Media & Event Coordinator
13 Red Media
10.2016 - 02.2021
Executive Assistant
13 Red Media
11.2015 - 10.2017
MBA - Marketing Management And Research
Mount Vernon Nazarene University, Sail University
Bachelor of Science - Digital Marketing
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