Joe Valenzuela
Las Vegas
Summary
Results-driven Sports Analytics and Customer Operations Professional with expertise in live data tracking, betting operations, and media analysis. Experience includes football analytics, content creation, and real-time reporting across professional and collegiate sports. Proficient in statistical analysis, event monitoring, and managing customer escalations to transform complex data into actionable insights.
Overview
8
8
years of professional experience
Work History
Senior CX Sportsbook Associate
DraftKings
Las Vegas
06.2023 - Current
- Led overnight team, providing operational support by assisting associates with escalations, troubleshooting platform issues, and addressing real-time customer concerns
- Handled tickets related to responsible gaming concerns, applying crisis management training to ensure compliance and customer safety
- Utilized ServiceNow and UserHub to manage customer inquiries and resolve issues in an efficient and timely manner
- Collaborate cross-functionally to communicate platform maintenance updates, promotional changes, and operational priorities
- Enhanced DK brand through positive customer interactions by effectively resolving conflicts and communicating with empathy
NFL/NCAA Writer-Podcaster
The Touchdown
Dallas
05.2021 - 01.2024
- Created real-time content from live statistics, post-game interviews, and professional athletes' perspectives to enhance game coverage.
- Launched podcast at The Touchdown, hosting interviews with former NFL players, analyzing league trends, and engaging audiences through social media.
- Leveraged NFL/NCAA game data to craft compelling, digestible content for sports fans, enhancing their understanding through a statistical lens.
- Process sports audio through digital audio editing software, adhere to crucial deadlines to help break sports stories and repackage content for sportscasts
Sports Analyst
Pro Football Focus
Remote
06.2018 - 01.2024
- Captured and analyzed 10,000+ live football data points per game across NFL and NCAA matchups
- Delivered real-time statistical tracking and reporting to support live sports analysis, commentary, and forecasting initiatives
- Completed advanced analyst training across multiple operational specialties including player participation, route analysis, quarterback charting, and rugby analytics
- Evaluated qualitative and quantitative sports data to support performance analysis and business intelligence initiatives
- Operated effectively in high-pressure live-event environments requiring speed, accuracy, and collaboration
Sports Data Editor
Red Bee Media
Dallas
07.2022 - 05.2023
- Update and maintain television schedules for sports channels across the globe.
- Captured data entries daily on the CDM platform, ensuring accuracy and completeness.
- Update databases in real time, reflecting the most accurate schedule updates Edit Program info for all major sports leagues and events in North America
- Develop and maintain relationships with channel reps for some of the biggest sports Franchises, including the Yankees, the Dodgers, and the Lakers
Claims Associate PA2
State Farm
Richardson
08.2019 - 03.2021
- Processed and streamlined a large volume of claims through State Farm claim systems, applying policies and procedures effectively while nurturing a collaborative team environment.
- Spearheaded technology for a team of 10+ and educated team members on new tech deployments across the company
- Systematically reviewed coverage, authorized payments, and swiftly settled pending claims
Education
BACHELOR'S DEGREE - Sports Management
Texas A&M University
College Station, TX, USA08-2018
Skills
Sportsbook Operations
- Live Sports Event Coverage
- Sports Analytics & Data Reporting
- Betting & Gaming Operations
- Cross-Functional Collaboration
- Customer Escalation Management
- ServiceNow & UserHub
- Microsoft Office Suite
- Google Workspace
- Real-Time Data Tracking
- Risk & Responsible Gaming Awareness
- Sports Media & Content Strategy
Timeline
Senior CX Sportsbook Associate
DraftKings
06.2023 - Current
Sports Data Editor
Red Bee Media
07.2022 - 05.2023
NFL/NCAA Writer-Podcaster
The Touchdown
05.2021 - 01.2024
Claims Associate PA2
State Farm
08.2019 - 03.2021
Sports Analyst
Pro Football Focus
06.2018 - 01.2024
BACHELOR'S DEGREE - Sports Management
Texas A&M University