Michael Bass Email & Phone Number

Grand Rapids, Mi, Us

New York, Ny, Us

New York, Ny, Us

New York, Ny, Us

• Designed and delivered scalable customer success program from the ground up. This includes acquisition, onboarding, retention, and performance evaluation;• Managed all customer communications;• Designed and reported OKRs, customer insights, and product strategy on a weekly basis;• Guided transition from initial (and proven) MVP into a scalable product;• Collaborated closely with engineering, design, and marketing team members.

New York, Ny, Us

• Increased operations and onboarding efficiency by tiering support responsibilities, reducing new hire training time from 6 weeks to 5 days• Designed agent expectations program that inspires quality work while maintaining high output• Mentored and developed trust with team of 24 in house support specialists• Deployed training to remote support team now exceeding expectations

New York, Ny, Us

• Guided team through roll-out of concierge support program for top-tier organizers, identifying pain points and improving processes• Developed program connecting customers with product teams, including conducting outreach to customers and creating materials for marketing• Fostered brand loyalty by advising influential and high-potential clients

New York, Ny, Us

• Mastered the member journey to recognize user challenges and roadblocks• Practiced troubleshooting skills to communicate defects to engineering teams

Flushing, Ny, Us

Working closely with Media Theorists Douglas Rushkoff to convert podcast listens and article reads into a network of support and ground-level action.Leading a NYC Meetup group chapter. Developing a global network of Meetup chapters. Guiding the Team Human online community.Listen: https://teamhuman.fm/Read: https://rushkoff.com/books/team-human-book/Do: https://www.meetup.com/team-human-nyc/

• Developed and indexed community partnerships;• Organized public forum on socially responsible digital literacy.

• Assisted teachers with the integration of technology in traditional and blended-learning classrooms;• Critically observed the role of laptops and other tools in learning environments;• Developed, executed, and documented work-related processes and protocol for self, coworkers, and future staff.

Austin, Texas, Us

• Developed project-based curriculum for high school web design class, aiming to develop youth skills in web design, team work, marketing, and entrepreneurship;• Marketed program to provide record-high enrollment;• Utilized mentoring and intercultural communication skills to teach class of underserved youth.

Washington, District Of Columbia, Us

• Collaborated with 20+ neighborhood associations and churches to implement digital literacy outreach strategies, customizing messaging around neighborhood interest and assets;• Partnered with City of Austin Health and Human Services to develop sustainable digital literacy and professional training workshop series;• Mentored neighborhood leaders through the first neighborhood-led survey in the East Town Lake district, identifying community assets, wants, and interests; • Recruited and engaged volunteer leaders through the development and implementation of comprehensive volunteer management procedure;• Facilitated basic computer training.

Akron, Pa, Us

• Trained management of fair trade crafts social enterprise through the conduction of survey-based market research, the development and application of a brand message, and a five year marketing plan;• Navigated local cultural and business arrangements to provide customized professional development training for company staff members; • Surveyed local communities regarding computer literacy and online social networks;• Participated in the local Cambodian community by teaching music courses at middle school, providing personal language tutoring, and supporting local start-ups.

Grand Rapids, Mi, Us

Organized and staffed a conference on spirituality and music featuring Chuck Klosterman, Andrew Bird, and over 40 other music journalists, academics, and musicians.

Holland, Mi, Us

• Managed logistics of concert booking and production;• Developed and executed extensive event marketing procedures;• Wrote extensive educational guide-book for subsequent leaders

• Conducted market research on brand perception, aiding development of brand re-design; • Optimized the weekend concert booking system which led to an increase in profit and attendance, enhancing operational efficiency and client moral.

Master’S Degree, Media Studies

Bachelor’S Degree, Communication And Leadership