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Adriana Garcia Hernandez Customer Service & Marketing Leader

About Me

Results-driven Marketing and Customer-focused professional with a dynamic growth mindset, proactive, creative, and analytical thinking, strategic planning, and a data-driven decision-making approach. Committed to exceeding expectations in a fast-paced environment through effective teamwork, creative problem-solving, and continuous improvement. Experienced in leading teams by example to achieve exceptional results. Eager to embrace new challenges as part of a collaborative team focused on driving success in global B2B/B2C industries. Fluent in English and Spanish.

Professional Experience

Marketing Generalist and Events Manager, 2022-2023, Plum.io – Talent Assessment Platform (SaaS), CA

Conducted comprehensive brand and market research to identify marketing opportunities, trends, and insights for effective brand management and product marketing strategies, leading to enhanced brand presence and increased product adoption.
Collaborated on launching and aligning the company’s marketing strategy with overall business objectives, by leading multiple projects and media calendars from start to finish using Trello and HubSpot for seamless execution, developing plans to execute projects on time, and following up and communicating updates with cross-functional teams such as sales, product, design, customer support, and agencies to ensure timely execution and brand alignment.
Increased digital engagement by 400% in 2 months, resulting in higher website visits and over 53% additional followers in 6 months.
Successfully developed and executed the company’s first strategy for social media, newsletters, email marketing, and content calendar, increasing brand awareness, engagement, and traffic by 400% in the second week (Instagram, Facebook, LinkedIn, Twitter).
Performed as a Social Media Manager for the company’s channels, (including the CEO’s accounts), by cultivating meaningful interactions with target audiences, increasing their followers by 53% in 6 months.
Proposed and planned integrated multi-media marketing campaigns, identifying opportunities for thought leadership and speaking engagements, ensuring proper execution internally and with our PR agency.
Crafted high-quality content to increase brand visibility and boost engagement on social media, company website, events, and newsletters.
Established and refined marketing team processes as well as monitoring metrics (KPIs) to streamline operations and enhance efficiency.
Planned, designed, and executed logistics for diverse company events, including webinars, dinners, activations, and speaker opportunities, prioritizing lead generation and nurturing.

Marketing Manager and Founder, 2021-2024, Infinite Connector Agency, CA

Helping small businesses create impactful connections with their target audiences by developing tailored marketing strategies for social media platforms and enhancing their business presence online and offline.
Develop and execute social media strategies, content calendars, organic and paid marketing campaigns, and newsletters.
Create and design high-quality assets and content to increase brand awareness and impact clients’ ROI.
Support PR activities, and marketing outreach, create sponsorship opportunities for Non-profit organizations.

Marketing and Advertising Program Tutor & Peer Mentor, 2021-2022, Sheridan College – Pilon School of Business, CA

Created a weekly tutoring plan, guided and assisted online advertising and marketing students to develop math skills, and attention to detail for calculating media costs and advertising metrics, using industry-specific software to complement their comprehension of analyzing different channels such as digital, mobile, television/video, audio, newspapers, magazines, and out-of-home to improve their grades.
Supported students on SWOT analysis (Strengths and Weaknesses) along with other market research initiatives.
Connected with international and domestic students through virtual platforms acting as a resource and mentor on behalf of Student Affairs: creatively planned, coordinated, and facilitated weekly virtual social events for students to get involved with fellow Peer Team Members; led online mentoring sessions, provided and presented information about Sheridan College at New Student Orientation events.

Customer Service & Marketing Manager -LATAM, 2017-2019, Identco – Electronic Label Solutions, MX

Developed and implemented a Customer Service and Experience growth strategy, SLAs, KPIs, processes, and procedures (SOPs) aligned with company goals, that propelled Customer Satisfaction, Loyalty, and Retention from 70% to 95% within 6 months, while building, leading, and mentoring a team of 5.
Performed as an extension of the corporate marketing department, leading local pricing initiatives and overseeing marketing strategy and collateral development.
Worked with the Finance team to improve the new customer setup process, billing, and credit-issuing process.
Key Enterprise Customers: LEGO, Black & Decker, Schneider Electric, Honeywell, Danfoss, Panasonic, Plexus, Benchmark.

Head of Customer Service -LATAM, 2016-2017, Constantia Flexibles – Label Solutions Division , MX

Managed multiple projects collaborating with peers from Europe and North America to enhance Global Service Levels by developing Service strategies based on the “Voice of the Customer”, prioritizing tasks for quick turnarounds.
Simultaneously developed and managed a team of 6, while introducing a new service strategy to enhance customer satisfaction, and retention increasing from 80% to 95% in 5 months, by improving and creating Standard Operating Procedures and KPIs.
Partnered with cross-functional teams and customer enterprise marketing teams to ensure the timely launch of seasonal customer campaigns.
Worked with the Sales team in Mexico, LATAM, and the US, to provide pre and post-sell support to our potential and current customers.
Key Enterprise Customers: Heineken, COCA-COLA Femsa, Unilever, Anheuser Bush, Colgate Palmolive, Arca Continental.

Marketing Business Development Manager , 2021-2022, CodersNow- Recruiting Agency, CA

Developed new target market initiatives that resulted in 70% of deals being closed.

Marketing Business Development Manager , 2020-2021, Upwide – Web & Graphic Design Agency, CA

Successfully integrated new business development strategies, resulting in the closure of 70% of deals through the development of targeted market initiatives.

Customer Service, Sales & Marketing Manager – USA, LATAM, 2013-2016, Mueller Industries – HVAC Industry, USA -MX

Generated new business opportunities in Mexico through relationship-building and fostering trust, while creating a CS team of 5 for the MX Site and managing a team of 4 in USA.
Performed as a local marketing department, leading the marketing strategy, proposed and launched the company website, and planned events and trade shows to increase brand awareness in Central and South America.
Key Enterprise customers: Carrier USA & MX Plants, Daikin, Goodman, Panasonic.

Customer Service, Planning and Shipping Manager , 2010-2013, Schneider Electric – Energy, HVAC Division, MX

Facilitated coordination among three teams (11 people) by prioritizing workload and improving processes collaborating with cross-functional counterparts to enhance the efficiency of Schneider’s On-Time Delivery process.
Managed end-to-end Order Entry process, including changes, expedites, shipments, credits, and chargebacks for multiple national and international customers. Negotiated delivery lead times through daily communication with customers and liaising among different teams to improve customer satisfaction and KPIs.
Coordinated and negotiated new project inquiries.
Developed and evaluated team member’s performance while creating new strategies.
Key Customer: Johnson Controls Mexico, USA, China, Spain, France, Brazil, and Schneider Electric’s Distribution Center.

 

Education

  • Bachelor of Engineering at UANL

    2000/2006

    n/a

  • Advertising and Marketing Communications Management. at Sheridan College (Pilon School of Business)

    2020-2022

    n/a