Joseph Manna

Current

Online Community Manager at Infusionsoft

Past

Program Manager at AOL
Customer Care Consultant at AOL
Telephone Interviewer at FMR Associates, Inc.

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Recommended

8 people have recommended Joseph

Connections

190 connections

Industry

Internet

Websites

My Website

Joseph Manna’s Summary

Experienced and insightful social media expert who wishes to improve consumer interactions in business organizations. Consumer Advocate at heart, Social Media Evangelist by practice.

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Highly driven, quick learner with strong online community management skills. Assesses social media needs and develops effective Internet strategies. Improves business processes with exceptional regard to consumer experience, maximizing the use of technology.

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▪ AOL, Community » community management, consumer advocacy, child safety, regulatory compliance & enforcement
▪ AOL, Member Services » technical, billing and premium service support
▪ FMR Associates » Market Research for print, radio and Internet media.

Joseph Manna’s Specialties:

▪ More than six years experience with customer service and consumer advocacy.
▪ W3C accessibility/usability standards
▪ Blogging editorial and content programming
▪ Web 2.0 technologies.

Joseph Manna’s Experience

Online Community Manager

Infusionsoft

(Privately Held; 51-200 employees; Computer Software industry)

March 2008 — Present (8 months)

Manages online community and is the resident social media expert for Infusionsoft. Assists with knowledge management support and representation of customer needs to stakeholders.

Interacts and engages clients within online community and social media. Advocates for clients to internal working groups such as product management, directors, executive team, customer service and IT.

Evangelizes Social Media consumption with colleagues and clients so they can get into understanding the dynamics of blogging, social networking, and consumer advocacy on the Web.
Program Manager

AOL

(Public Company; 10,001 or more employees; TWX; Internet industry)

November 2006 — February 2008 (1 year 4 months)

Served as an online community manager where I professionally blogged in support of community products and services, removed illegal or unsafe content, resolved executive and consumer escalations, frequently collected and analyzed user feedback and managed a successful team who moderated numerous online areas in AOL's online communities.
Customer Care Consultant

AOL

(Public Company; 10,001 or more employees; TWX; Internet industry)

June 2004 — November 2006 (2 years 6 months)

First point of contact for AOL members for technical support and premium services. As a consultant, I would receive inbound telephone contacts and would support users with a variety of customer account management (CAM) applications and would maintain impressive metrics in quality and handle time. Mastered technical, billing and premium service departments.
Telephone Interviewer

FMR Associates, Inc.

(Public Company; 51-200 employees; Broadcast Media industry)

June 2003 — July 2004 (1 year 2 months)

Objectively collected surveys regarding television and radio media. Specifically, I utilized outbound auto-dialing to reach individuals. I worked on a team to meet and exceed quotas for proper scientific analysis.