By Nightengale Ben-Onyeukwu
Introducing John ‘Jeff’ Barcelona, a name that's become
synonymous with success at Goodwall. But let's get to know him better by his
full name, John Jefrix Barcelona. Are you prepared to immerse yourself in the
inspiring journey of Jeff Barcelona, who started as a newbie in Goodwall and
evolved into a true champion as one of Goodwall's community managers? In this
exclusive interview, we'll explore the challenges faced, the transformation
experienced, and the valuable insights gained on the path to success. From
handling emails to managing a thriving community, this interview is a must-read
for anyone looking to excel in the world of community management.
Jeff Barcelona
Starting
out as a newbie in the industry, what were some challenges you faced while
dealing with queries and emails from users around the world? How did you
overcome these challenges?
Actually, before Goodwall, I worked as an email agent in
a BPO company. I am an experienced person handling bulk emails daily. Since
Goodwall was a start-up company during the time that I started, the main
challenge was escalation. There were times when you just needed to work by
yourself. There were questions that you were unable to answer straight up. So
to overcome that, I worked on my templates and thought of ways on how I may be
able to escalate difficult concerns and have the solutions promptly.
It
sounds like you had a transformative experience in your role. Can you describe
how your approach evolved from the initial messiness to the successful
management of the community?
I started as a part-time Community Specialist handling
emails and messages from the Goodwallers. After a month, the company decided to
hire me as a full-time staff. They've also decided to build a team of Community
Moderators which I am managing until today. Normally, you start from being
messy since eventually, you will always find ways to improve yourself. With the
help of my team, we were able to build a strong engagement with the Goodwallers
and make Goodwall a safe space for its members.
After
two months, you were invited to join full-time. What qualities or contributions
do you believe led to this opportunity, and how did it change your perspective
on your career?
I think it is because of my ability to handle pressure
and stress. During the time that I started, there was no process at all. You
have to deal with everything by yourself. You need to learn fast so that you
can cope with your tasks. Having these abilities and time management skills,
maybe, that led them to decide to hire me as a full-time employee.
Working
as a Community Manager involves connecting with diverse individuals. How did
you adapt your communication style to effectively engage with people from
various backgrounds?
By effective listening. It is really hard to deal with
diverse people since they have their styles of communication however if you
listen and observe, you can easily adapt and think about how to respond to each
of the individuals. I always end with a positive note or by offering further
assistance.
In a
startup environment, agility is crucial. Can you share a specific instance
where your ability to adapt quickly played a vital role in managing the
community and its challenges?
Moderating the Goodwall feed especially the challenge
pages and channels are the hardest. You have to quickly decide on everything.
Every challenge has its own guidelines to follow. You have to adapt to any
changes that sometimes it requires you to do immediately as it might affect the
engagement and the challenge participations.
Beyond
your professional achievements, what are some of your hobbies or interests that
you pursue outside of work? How do these activities contribute to your personal
growth?
I've been actively participating in our church
activities. I have been a choir member since high school, it is more than 2
decades now I think. I am also a member of the Lectors and Commentators
Ministry where we are proclaiming the readings for the daily mass. I am also
continuously reading articles and social media posts that might help me in
improving what I am doing with Goodwall. I am also planning to enhance my
social media and digital tech skills. I am looking for online courses or maybe
face to face classes.
As
someone who has grown within Goodwall, what advice would you give to aspiring
community managers who are just starting their careers in the industry?
Moderation can be a challenging task that requires
patience and understanding. It's important not to rush to judgment but instead
take the time to comprehend the unique cultures and backgrounds of the
community members you're working with, especially in diverse settings. Building
this understanding allows for more effective engagement.
Furthermore, a key aspect of successful moderation is a
genuine passion for the role and a willingness to assist community members
whenever needed. By approaching moderation with a sense of care and dedication,
you can foster a positive and supportive environment for everyone involved.
Looking
ahead, what are your aspirations within the field of community management? Do
you have any long-term goals or projects that you're particularly excited
about?
In the field of community management, I aspire to
continue developing and implementing strategies that enhance member engagement
and satisfaction. In the long term, I'm excited about the prospect of
spearheading projects that foster a sense of belonging and active participation
within the community. I believe that by consistently working towards these
goals, we can create a stronger and more vibrant community that benefits both
its members and the organization.
In a
role that requires both people skills and organizational abilities, can you
share a specific example of how you successfully balanced these two aspects to
achieve a positive outcome for the community and the company?
In everything, time management is important. You need to
know your priorities. Learn how to say no. You can't do everything. You can try
but do not promise that you will deliver it efficiently and accurately.
The interview with John 'Jeff' Barcelona, from a newbie to a community champion at Goodwall, offers a compelling narrative of growth and success in the realm of community management. Jeff's journey is one of dedication, adaptability, and continuous improvement.
As
we wrap up this exclusive interview, it's evident that Jeff's ability to
overcome challenges, his commitment to effective communication, and his passion
for fostering a supportive community have been instrumental in his success. His
story serves as an inspiration to aspiring community managers, emphasizing the
importance of patience, understanding, and a genuine dedication to the role.
Looking
ahead, Jeff's aspirations in community management involve enhancing member
engagement and creating a stronger, more vibrant community. With his proven
track record, there's no doubt he'll continue to excel in this field.
We
encourage you to share your thoughts, experiences, or questions in the comments
section below. Jeff's journey highlights the boundless possibilities in
community management, and your input is valuable as we collectively explore the
exciting future of community engagement. Thank you for joining us on this
inspiring journey with Jeff Barcelona.