Andrew Fernandez Email and Phone Number

- Responsible for ongoing live operations of computer vision and deep learning AI-based Amazon Go sites in San Francisco including all facilities management, maintenance, procurement, regulatory compliance and inspections (HVAC, refrigeration, fire and life safety, etc.), ops KPI and metrics, team staffing and development, customer engagement and sales conversion strategies, sensor/tech systems installation and QA troubleshooting.- Oversaw Washington state flagship site launch followed by initial national rollout of Amazon Go’s newest large-scale suburban site concept. Responsible for meeting all project timetables and milestones while developing best practices.- Identified, documented, escalated, and resolved all project blockers to achieve a 100% on-schedule launch record while reducing overall Ops launch costs with each site iteration. Conducted deep-dives and post mortems on recurring launch issues to develop and implement scalable solutions applied at the national level for Amazon Go site launches moving forwards.- Coordinated and integrated central teams throughout the launch process to ensure successful project task completion including: Ops Launch and Implementation, Tech Deployment and On-call engineering, Store Design, Construction and 3rd party contractors and subcontractors, Marketing and Merchandising, Transportation, Procurement, HR, Finance, etc.

- Responsible for the creation and ongoing development of company website (enterthecafe-sf.com), social media presence (Facebook, Twitter, Instagram, Yelp, etc.), search engine marketing and optimization tactics, and overall digital brand strategy for expanding market reach and maximizing user acquisition.

- Directly responsible for monitoring the scheduling, execution, and submission of hundreds of commercial property inspection reports by client deadline per month from over one hundred freelance inspectors. Assisted with monitoring and updating the company's web hiring presence and Google Adwords campaigns for the acquisition of property inspectors in specifically targeted regions nationwide to increase the pool of available freelance inspectors.- Assessed the rate of inspection report output per individual insurance contractor and recommended regions in which further inspection contractor acquisition would be beneficial to the company. Assisted in identifying where existing inspectors were not able to sufficiently keep pace with the constantly changing report volume requirements of the clients.- Assisted with system development request submissions to the engineering team for improvements to help streamline internal report submission processes for QA teams.

- Achieved a sustained 15% growth in sales within the first month of managing all operations and sales promotions. Introduced rotating sales strategies, the development of new functional items and bundles, and championed development updates to under-utilized gameplay systems to further improve overall monetization opportunities. - Identified actionable points in the user acquisition and conversion funnels by A/B and multivariate testing and KPI/metric analysis to improve paid and organic market reach, increase monthly organic registrations by 35%, decrease bounce rates, increase registration to login conversion rates, improve in-game player retention, reduce drop-offs, speed up paying user conversion, and increase average revenue per unique visitor and per paying user.

WebZen acquired and restructured OnNet USA and its gamescampus.com web portal in 2015.Wayback Machine snapshot link to the F2P game publisher's web portal when I worked there: https://web.archive.org/web/20100529114117/http://www.gamescampus.com/- Analyzed statistical trends to improve market reach, user acquisition, player retention, paying user conversion rate, and average revenue per unique visitor. Increased monthly product sales by 200% over the course of 6 months for the first title responsible for as Producer.- Oversaw all product sales, in-game event, and content update planning and scheduling while assuring the resolution of QA issues, the analysis of statistical trends, and interpretation and integration of community feedback. Led operations while collaborating with third-party international game development teams to ensure a mutually beneficial direction of content development and superior quality product service. - Analyzed item purchasing trends, in-game economics, and user playing patterns to determine the most effective sales promotions at any given time in order to exceed aggressive monthly and quarterly sales goals. Surpassed the highest previous monthly sales in game service history sequentially over the span of three months for the first title assigned and subsequently accepted responsibility for additional titles and product teams.- Directly managed teams of customer support, quality assurance, community managers, and Associate Producers across multiple titles while collaborating with internal Design, Web Development, and Marketing teams.

- Fostered a sense of trust, loyalty, and collaboration between customers and the company while increasing user retention and player interaction via the responsive cultivation of an active community.- Responsible for comprehensive customer support via in-game assistance, forums, email, phone, and Direct Q&A tickets while maintaining the highest positive customer feedback rating for direct tickets among Game Masters in company history; as well as the direct management of volunteer forum moderators and in-game assistants. Experience includes Zendesk, Jira, Mantis, and proprietary systems.- Ensured the highest quality product experience possible by managing all QA documentation and reporting procedures, as well as facilitating the interpretation and communication of community-based content feedback to the games' Producers and development teams.- Responsible for maintaining all social networking sites and the planning and execution of in-game, forum, and social networking events as well as the recommendation of sales and updates based on analysis of community response, in-game statistical trends, and user purchasing patterns.- Assumed responsibility for the entirety of product operations in the Producer's absence.