From Newbie to Community Champion: Jeff's Success Story

 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.