Johnathan Hernandez
Summary
Social Media and Online Marketing Manager with 10+ years of experience in executing and exceeding social media and e-commerce marketing goals. Proven ability to manage time, collaborate, and adapt to change.
Overview
13
13
years of professional experience
Work History
Customer Experience Associate
DraftKings
2020.11 - 2023.03
- Provided excellent customer service and developed rapport with patrons at popular sports betting establishment, fostering repeat business
- Effectively communicate with our customers across several channels - phone, email, chat, and social media
- Handled high volumes of customer inquiries about sports, odds, and placing bets in a fast-paced setting
- Ensured responsible gambling practices and compliance with gaming commission regulations and licensed through applicable gaming commissions in multiple states
- Competence with Zendesk and Microsoft Office product suites.
Subject Matter Expert
Sutherland - Sony Playstation
2019.05 - 2020.05
- Acted as team lead to assist other employees with knowledge-base questions
- Interacted with consumers via phone, chat, and social media channels.
- Provided exceptional customer service and troubleshooting for leading gaming platform, resolving escalated issues over phone, chat, and social media
- Quickly promoted to team lead due to expertise in video game content, systems, and troubleshooting processes
- Trained new hires on troubleshooting procedures and product knowledge to enable first-call resolution
- Documented internal knowledge base articles and user manuals to improve customer support processes
Social Media Manager
Nevada Beverage
2012.06 - 2018.02
- Created and executed social media strategies to build brand awareness, engagement, and sales for major beer company
- Produced daily content and managed campaigns across multiple platforms to promote products and events
- Forged relationships with influencers and optimized paid ads to drive website traffic and conversions
- Analyzed performance data to identify opportunities and adjusted approaches to maximize reach
- Researched emerging beer and social media trends to implement effective, on-brand campaigns
- Collaborated with marketing teams to develop integrated plans supporting broader business goals
Category Manager
Nevada Beverage
2010.02 - 2012.06
- Developed pricing, inventory, and merchandising strategies to drive growth for core beer portfolio
- Created positioning and messaging for new products to resonate with target craft beer drinkers
- Provided expertise on emerging beer styles, flavors, and brewing methods to inform product launches
- Partnered with marketing to develop tailored promotions and events for top-selling brands
- Analyzed sales data to inform planograms and product assortment recommendations
- Ensured proper rotation, stocking, and presentation of beer selection on shelves and in coolers
Education
Digital Marketing Science, University of Nevada (Certification) -
03.2023
Google Analytics Individual Qualification, Google -
03.2023
Google Ads Search Certification, Google -
03.2023
Skills
- Leadership Skills
- Attention to Detail
- Problem Solving Abilities
- Storytelling and Messaging
- Collaboration Across Teams
- Analytics and Data Driven Decision Making
- Genuine Enthusiasm and Passion
- Dad Jokes
Timeline
Customer Experience Associate
DraftKings
2020.11 - 2023.03
Subject Matter Expert
Sutherland - Sony Playstation
2019.05 - 2020.05
Social Media Manager
Nevada Beverage
2012.06 - 2018.02
Category Manager
Nevada Beverage
2010.02 - 2012.06
Digital Marketing Science, University of Nevada (Certification) -
Google Analytics Individual Qualification, Google -
Google Ads Search Certification, Google -
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