John Valadez Email & Phone Number

Texas, United States

Madison, Wi, Us

In my current role, I lead two dynamic teams—Advertising and Influencers—to craft and execute advertising campaigns across TV, social media, display, audio, out-of-home, and print, aligning with the strategic vision of executive leadership.Key Responsibilities:- Overseeing creative deliverables through collaboration with Legal, Product, Media Communications, HR, Agencies, Compliance, Customer Care, and Social Media teams.- Developing advertising strategies for total and multicultural markets.- Directing production, execution, monitoring, optimization, and reporting of campaigns with external agencies.- Leading the strategic development and execution of impactful advertising content.- Ensuring cohesive campaigns with agency partners and internal teams (marketing, media, legal).- Refining team structure, culture, processes, and identifying growth opportunities.In Influencers, I lead initiatives leveraging celebrity brand ambassadors to amplify campaigns. This involves:- Identifying and engaging influencers aligned with our brand values and objectives.- Managing the influencer campaign lifecycle—from negotiation and briefing to execution and evaluation.- Ensuring influencers authentically represent our brand and foster genuine connections.- Collaborating with influencers to create compelling content that resonates across demographics.- Optimizing influencer performance for maximum ROI and alignment with goals.Additional duties include:- Reviewing concepts for full-funnel campaigns targeting general, Hispanic, and African American markets.- Enhancing internal communication and streamlining processes. - Partnering with marketing teams to refine campaign messaging.- Consulting on advertising best practices to uphold company values and goals.- Ensuring consistency in messaging across all advertising efforts.- Tracking campaign results and optimizing strategies.- Strategically placing paid talent to maximize impact.

Madison, Wi, Us

In my role as Senior Manager of Social Media at AmFam, I led the Social Media Care team, overseeing a dedicated group skilled in social media, customer care, insurance claims, and social listening.Key Responsibilities:- Providing white glove executive social care support, including oversight of leadership's personal accounts.- Delivering hyper-personalized social responses and proactive surprise-and-delight initiatives.- Offering live and automated support during late evening and early morning hours for quicker customer resolution.- Conducting social data intelligence reporting and online brand reputation monitoring on third-party review sites.- Consulting on enterprise social sites and providing customer-driven solutions, support, and service.- Implementing large-scale campaigns aligned with marketing operations.- Managing integrated marketing campaigns and multiple complex projects.- Utilizing marketing mix components and leading agencies and teams.- Applying multi-channel marketing experience and solid knowledge of media and advertising methodologies, concepts, and tools.Additional Duties:- Communicating and collaborating extensively with high-level executives on a weekly basis.Through my leadership, the Social Media Care team operated 24/7/365, effectively managing customer interactions and enhancing our online presence.

At Valadez Group LLC, I spearheaded initiatives to support minority and diversity-owned small businesses through comprehensive digital and social media consulting. Our services encompassed communications, marketing strategies, and beyond, tailored to meet the unique needs of our clients. With a strong emphasis on bilingual support, we provided services in both Spanish and Vietnamese, ensuring inclusive and accessible consulting for a diverse client base.Key Achievements:- Developed and executed customized marketing strategies that increased client engagement and brand visibility.- Fostered growth for over a dozen minority-owned businesses through targeted digital solutions and social media management.- Built a robust network of partnerships and collaborations to further the success and reach of our clients.- Successfully managed projects from concept to completion, delivering measurable results and driving business growth.- Conducted workshops and training sessions in Español and Tiếng Việt to empower small business owners with the knowledge and tools needed to thrive in a digital landscape.Our mission at Valadez Group LLC was to elevate minority-owned businesses, providing them with the resources and expertise to succeed in a competitive market. Through personalized consulting and a commitment to diversity and inclusion, we made a significant impact on the communities we served.

Dfw Airport, Tx, Us

As the Social Media Manager at DFW Airport, I led a dynamic strategy team responsible for real-time social media reporting, reaching over 65 million global customers across 220 countries. Our work encompassed global print, online, TV, and radio communication initiatives, ensuring comprehensive and effective outreach.Key Achievements:- Established and implemented inaugural social media goals that unified internal communications, leading to unprecedented levels of customer engagement.- Developed and launched innovative hub-spoke partnerships with over 40 internal and external entities, aligning efforts to support the company’s overarching business objectives.- Spearheaded a 24/7 communication capabilities project, integrating media relations, social media coverage, and social-first crisis communication support to ensure seamless and responsive interaction.- Successfully managed a multi-platform social media strategy that enhanced the airport’s brand presence and fostered positive customer experiences.- Provided leadership and mentorship to the social media team, driving performance and fostering a collaborative, innovative environment.Through strategic vision and execution, I played a pivotal role in enhancing DFW Airport’s communication initiatives and strengthening its connection with a global audience.

Ridgefield Park, Nj, Us

Samsung Electronics America, Inc. is a recognized innovation leader in consumer electronics design and technology.As the Social Media Care Program Manager, I led the overall strategy, project management, product management, and reporting for Samsung Mobile USA’s customer care channels and service marketing initiatives.Key Achievements:- Managed the Voice of the Customer (VOC) Digital Team, comprising 30 agents across four countries and five locations, providing technical support to over 35 million fans and followers.- Developed and implemented KPIs, social media and digital improvement project roadmaps, marketing campaigns, and content calendars for both Korea and U.S. programming.- Successfully transitioned from Sprout Social to Salesforce Marketing Cloud, enhancing the efficiency and effectiveness of our social media care operations.- Spearheaded initiatives that improved customer satisfaction and engagement through innovative social media care strategies and real-time support.Software and Tools Used:- Salesforce Marketing Cloud: Managed social media campaigns, customer interactions, and analytics.- Sprout Social: Utilized for social media management and monitoring during the transition phase.- Various project management tools (e.g., Asana, Trello): Ensured efficient project tracking and team collaboration.- Analytics platforms (e.g., Google Analytics, Tableau): Monitored and reported on social media performance and customer care metrics.Through strategic leadership and a focus on innovation, I significantly enhanced Samsung Mobile USA’s customer care capabilities, driving improved customer experiences and engagement.

Ridgefield Park, Nj, Us

As a Digital Specialist III at Samsung Electronics America, I played a pivotal role in creating and optimizing organic and paid campaigns using data analytics derived from consumers in owned properties and external communities. My responsibilities spanned across various domains, including project delegation, budget management, and hands-on debugging and testing of Samsung's cutting-edge products.Key Achievements:- Developed and executed data-driven marketing campaigns, leveraging consumer insights to enhance engagement and drive business growth.- Delegated projects and provided strategic leadership to outside vendors, while effectively managing budgets through collaboration with finance and executive teams.- Built comprehensive roadmaps for social media and digital improvement projects, including the selection of tools and vendors to optimize project outcomes.- Conducted extensive debugging and beta testing for products such as Samsung Gear, Samsung VR, and various unreleased products, ensuring high-quality performance and user experience.- Collaborated with Google employee partners to identify, report, and replicate Android OS-related issues, developing workarounds and solutions for customers until official patches were released. This included creating APK files with custom code for side load installations.Software and Tools Used:- Google Analytics: Analyzed campaign performance and consumer behavior.- Various project management tools (e.g., Asana, Trello): Managed project timelines and vendor collaborations.- Debugging and development tools: Conducted software and hardware testing for product optimization.- Custom coding and APK creation: Developed interim solutions for Android OS issues.Through a combination of analytical skills, project management, and technical expertise, I significantly contributed to the success of Samsung’s digital initiatives and product development processes.

Ridgefield Park, Nj, Us

As a Social Media Analyst at Samsung, I was responsible for overseeing the day-to-day operations of Samsung Mobile USA’s Social Media Customer Care program. My role involved coordinating with various departments, providing guidance and training to social media agents, and ensuring the delivery of high-quality customer service across all social media platforms.Key Responsibilities:- Managed the daily activities of the Social Media Customer Care program, ensuring social media agents adhered to proper customer service processes and consistently delivered high levels of customer satisfaction.- Coordinated with the Social Media and Digital Manager to provide ongoing training and guidance to social media agents, enhancing their performance and customer interaction skills.- Liaised with internal departments to manage requests to the social monitoring vendor, ensuring timely and accurate report delivery.- Supported and monitored developer forums, collaborating with Developer Relations, Public Relations, and other departments to respond to highly technical inquiries from followers and developers.- Acted as a liaison between product liability, OOP, ECR customers, and contact centers, ensuring seamless communication and resolution of customer issues.- Worked with third-party social media agents to provide quality assurance, test, and verify product issues alongside the EWP team.- Researched new and emerging social media sites, assisting in the development of a Care strategy to effectively engage with users on these platforms.- Assisted the Social Media Manager with strategy development and community engagement initiatives.Software and Tools Used:- Social media management tools - Analytics platforms (e.g., Google Analytics, Qlikview): Tracked and reported on social media performance and customer care metrics.- Developer forums and technical support tools: Facilitated communication and issue resolution with developers and highly technical followers.

Waterloo, Ontario, Ca

BlackBerry is a Canadian-based company focused on enterprise software and the Internet of Things (IoT).As an inaugural member of the newly implemented Spanish social media support team at BlackBerry, I played a key role in providing exceptional customer service and technical support to a vast audience. My contributions significantly enhanced the company’s social media presence and customer engagement.Key Achievements:- Served as acting supervisor and on-site team lead, providing guidance and support to the Spanish social media support team.- Key contributor to the team that received the prestigious global social customer service award, the Shorty Award, for two consecutive years.- Successfully implemented the @AyudaBlackBerry placement on the Twitter® for BlackBerry® application welcome screen for Spanish localized installations, resulting in a follower increase from 57,000 to 114,000 within just 17 days.- Generated and managed an average of 150 daily customer interactions on social media platforms such as Facebook, Twitter, and online forums.- Provided Spanish technical support, educational posts, and customer service to over 500,000 followers, enhancing user experience and satisfaction.- Collaborated with an external public relations firm to develop and execute the content calendar and strategy for BlackBerry channels.Software and Tools Used:- Social media management tools (e.g., Hootsuite, Sprout Social): Monitored and managed social media interactions and campaigns.- Analytics platforms (e.g., Google Analytics, Socialbakers): Tracked and reported on social media performance and customer engagement.- Twitter® for BlackBerry® application: Implemented strategic placements to enhance visibility and follower growth.Through strategic leadership and a focus on customer satisfaction, I significantly contributed to the success of BlackBerry’s social media support initiatives.

Waterloo, Ontario, Ca

As part of the elite Try & Buy server install team, I reached out to potential corporate account customers to educate and install BES 5.0 servers within their environment.- Participated in Microsoft Exchange and Lotus Domino Server projects and incidents.- Selected to be part of the Latin America Social Media Team, interacting with customers via Twitter and Spanish BlackBerry Support Forums using firsthand technical knowledge.- Continuously participated in software and hardware beta programs (including Twitter, MySpace, and Facebook Beta) to help improve RIM’s products.- Engaged in various extracurricular programs, including serving as an Employee Charity Council member, Healthy@RIM member, and Junior Achievement participant.

Waterloo, Ontario, Ca

- Developed an internal, “TeleBerry” newsletter for the Spanish Support team, sharing recent BlackBerry news, technology updates, and the latest certification opportunities and requirements.- Conducted training sessions for call center agents on BlackBerry products in locations such as Mexico, South Carolina, and other undisclosed sites, ensuring efficiency in troubleshooting. Served as the on-site Subject Matter Expert (SME) at these centers.- Demonstrated key strengths in active listening, effectively utilizing tools and resources to provide exceptional customer support. Consistently tailored communication approaches to meet customer needs, followed up, and confirmed understanding routinely.- Took initiative to enhance team efficiency and customer satisfaction by regularly addressing and resolving idle and incomplete cases.- Supervised coverage within the Spanish queue to ensure timely responses for Latin American carriers.

Jefferson, La, Us

Bilingual Sales Consultant- Identified and developed a sales database of potential clients through cold calling efforts for contact validation and appointment setting. Operated as a “small business owner,” holding the sole responsibility for generating revenue within the territory. - Organized and attended local events catered to the target audience to increase sales opportunities, in addition to developing a strong referral network.

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- Promoted after 6 months and diversified the customer service department as the first male employee in a 13-year time frame. - Utilized the opportunity to share knowledge from the previous department and mentored with senior representatives for professional development, quickly establishing trust within the new department.

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- Interacted and communicated with nearby tax offices, appraisal districts, title and mortgage companies, third-party representatives, and individual taxpayers.- Served as the primary point of contact for bilingual (English/Spanish) communication, translating and disseminating information for all departments to customers.

Redmond, Washington, Us

Harte Hanks Advertising & Staffing - Bilingual technical support for the Xbox 360 video game console.- Supported customers in Latin American countries, including Mexico, Colombia, and Argentina, as a contractor for Microsoft’s Xbox 360 product line. Routinely utilized bilingual (English/Spanish) language skills in a call center environment.- Assessed customer needs through phone interactions to determine appropriate technical solutions.- Created service tickets with detailed documentation for customer calls, including repairs and escalations.

New York, Ny, Us

San Francisco, California, Us

- Achieved 100% customer service satisfaction from clients consistently.- Volunteered for additional hours to ensure the banking branch was properly staffed.- Increased personal sales by 35% each quarter.

Round Rock, Texas, Us

Dell via Spherion Staffing & Recruiting - Maximized profitability by customizing Dell products to meet consumer needs.- Generated sales leads and followed through with clients in a call center environment.- Improved customer base within the team by 10% through referrals.

San Antonio, Tx, Us

My first job, referred by my mom! In this tenure, I quickly learned the responsibilities of working a 9-5 (albeit part-time) while simultaneously going to school and caring for my sibling and home responsibilities. - Started as a Cart Attendant and was quickly promoted to Grocery Bagger and then Cashier, learning physical labor, customer rapport, money handling, and de-escalation all at once.- Achieved a record for Items Per Minute (IPM) in scanning grocery items.(side story: my parents couldn't speak English well at the time, so I was the administrator of the household, managing bills, letters, taxes, and more). This experience taught me the importance of hard work, time management, and adaptability.