Phil Hodges Email and Phone Number

Executes the functions of a Community Manager proficiently and expertly, including creating content and managing multiple social media channels, such as Slack, Discord, Reddit, Facebook, Twitter, LinkedIn, Forums and any current social media platform used under the Marketing StrategyCreates process documentation for community management workflowsDevelops a long-term community support strategy, beginning with soft launch and carrying into long-term worldwide growth, reporting achievements, assisting with optimizing efforts, and ensuring that the team understands how to successfully execute the approved strategyRecommends programs to drive growth and healthy engagement, and makes strategic recommendations to internal teams on fostering influencers, moderators, vloggers, and bloggersBuilds a strong relationship brand with our most loyal customers and key members of the WordPress community, both individuals and companies, to keep them engaged while communicating upcoming features and updatesOwns the content creation pipeline that supports product launches, internal and external events, community training, guides, videos, and live streams across all social channels; leads the execution of such efforts and reports the outcome of eachMeasures and analyzes inbound community sentiment in all social presences and blogs, using qualitative and quantitative data and sharing insights with the core marketing team in a bi-weekly reportBe the central source of information for community members providing daily guidance and feedbackWorks extensively with Product Teams and other Internal Stakeholders to convey information back and forth, with the StellarWP Community at large, to create branding campaigns, curated discussion posts, and engagement opportunities

Employee Development

As the Communications Specialist, my responsibilities included working with the Executive and Senior Management teams to provide a top down flow of information regarding policy and procedural changes, upcoming software releases, and collected valuable trending information from every department in the company.I also acted as the PMO of our “Contact Driver Reduction” project, which I am responsible for actively monitoring any trending issues reported by the front line, implementing an issue tracking system as well as developing tools to report on said data. Essentially, the Senior Support staff (CEO, CIO and Operations Directors) looked to me to know what was going on at any given time throughout the course of a day, and be able to provide accurate reporting.I also work extensively with the Directors of Administration and Support Operations to help improve policy and procedures, identify pain points, and improve overall work flow, communication and reporting.As the Communications Specialist, I am involved with working across multiple Endurance International brands and groups, and often collaborate to improve cross-platform performance, often working directly with C-level executives and directors across the Endurance International Group.

Responsible for the management and development of 21 employees over 5 different departments. Created "squadrons" amongst departments to identify and promote leadership skills, ownership, and communication.Responsible for ensuring escalated issues were handled personally, or through an upper tier administrator, as well as high profile customer service.Developed workflow management process to streamline contact/resolution times between different levels of administrators.Act as a bridge between System Architects and upper-tier Administrators in identifying and tracking issues related to infrastructure.

Responsible for a group of 13 Junior Administrators. Duties included managing their day to day tasks, arranging and providing training opportunities, providing technical support for Junior Admins, scheduling and holding group and one on one meetings, handling escalated customer phone calls and chats.Developed skill and time optimization guidelines for Level 2 Junior Administrators.Two Junior Administrators on my team were awarded Employee of the Month during my tenure.

Provide 1st line support to Junior Administrators and Junior Administrator Supervisors. Provide support on issues related to DNS, Apache, MySQL, Exim, cPanel, Plesk, minor PHP and HTML. Provide assistance in Support ticket queues when needed.Head Linux Internal Support trainer for overnight shift. Assisted Dept Supervisor in procuring training documentation and planning goals/milestones for new employees in the department.Awarded Linux Administrator Employee of the Month July 2012.

Provide front line phone and live chat support for customers.

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