Josh Mikkelsen
Updated October 2012
Veteran Social Media Manager, Community Manager, and Marketing Coordinator (Guerrilla/Event) Looking For New Opportunities

Veteran member of the Gaming/Entertainment industry who thrives in a fast paced environment.  Josh is a specialist in Social Media management. community management, brand promotion, guerrilla marketing, multi department communication, and customer support.

Skills

  • Social Media Management
  • Community Management
  • Social Media Analytics
  • Event & Guerrilla Marketing Coordination
  • Trade Show & Event Coordination
  • Public & Media Relations
  • Loyalty & Retention
  • Marketing Asset Management
  • Multi-Department Communications
  • Customer Support
  • Team Management
Timeline

Contributing Editor

  • GamingShogun.com
  • Oct 1, 2009 - Current
  • Trade show presence coordination (E3/Comic Con/Wonder Con) Provide website coverage for industry events Production of reviews and previews of hardware Production of reviews and previews of video games Produce and edit daily content posts via WordPress Communicate requests to industry PR members Management of Social Media channels Input ideas for new marketing ideas and contests Daily collaboration with Editor In Chief

Assistant Custodian Of Records

  • Blizzard Entertainment
  • Mar 1, 2011 - Apr 1, 2012
  • Providing coverage for the Custodian Of Records as needed Management of critical law enforcement escalations via game/support channels Management of critical legal escalations via game/support channels Collaboration with Legal team to resolve issues Collaboration with internal security team to resolve issues Collaboration with local PD, FBI, and Secret Service to resolve issues High-level case reporting and follow-up Definition and implementation of changes to improve processes Management and resolution of company BBB complaints

North American Project Manager (Blizzard Customer Support YouTube Channel)

  • Blizzard Entertainment
  • Mar 1, 2011 - Apr 1, 2012
  • Facilitate requests from the European production team Collaborate with stakeholders on video content Define and manage video production pipeline Host Script review panels with video stakeholders Host production video review panels for stakeholders Compile script and video edits for the EU production team Assist with the launch needs of each video Request promotion of video releases from Community, CS, and Social Media channels Facilitate translation requests for videos Resolve requests as needed by stakeholders Daily collaboration with EU production team Daily collaboration with multiple game development teams Daily collaboration with CS leadership Daily collaboration with project managers and game managers

Project Analyst (Social Media Focus)

  • Blizzard Entertainment
  • Sep 1, 2010 - Apr 1, 2012
  • Design, implementation, and management of multiple region high-volume dedicated Customer Support Twitter channels with over 200,000 followers worldwide in under 2 years. Designed and implemented improvements to processes for managing CS Social Media channels Daily engagement via CS Social Media channels Implemented a Social Relationship Management client for daily engagement of channels provided analytical and sentiment reporting to stakeholders Designed the 2012 Customer Support Social Media strategy for the company provided input on vendor meetings in relation to CS Social Media Resolved issues relating to MVP followers Resolved requests from other departments regarding critical messaging needs Designed and implemented contests via social media channels Daily collaboration with Customer Support Leadership Daily collaboration with the Social Media Community Team Daily collaboration with global agents engaging directly on the channels

Customer Care Agent

  • Blizzard Entertainment
  • Jun 1, 2010 - Apr 1, 2012
  • Resolution of customer escalations sent to the Executive team Resolution of internal customer and account related escalations Completion of projects in relation to company player retention efforts Discovery and implementation of changes to improve internal processes High-level reporting of all projects to management Managing the hiring process for the Customer Service Forum team Daily collaboration with all development teams Daily collaboration with Project Managers Daily collaboration with Customer Support Leadership Processing of and responding to company physical fan mail Designed, implemented, and managed a "Customer Service Street Team" for title releases and trade shows (Blizzcon)

Billing Senior

  • Blizzard Entertainment
  • Sep 1, 2009 - Jun 1, 2010
  • Team management of up to 15 representatives in a high volume call center Resolving customer escalations as requested by team members Daily coaching of team members Metrics reporting of team members (Productivity and CSAT) Collaboration with Team Manager in regards to agent performance Daily collaboration with other departments in regards to live issues

Billing Representative

  • Blizzard Entertainment
  • Apr 1, 2008 - Sep 1, 2009
  • High volume in-bound call center Assisting with billing issues in relation to World Of Warcraft Assisting customers via email regarding billing issues with World Of Warcraft Special projects as assigned by management Training and nesting of new-hires

Internet Security Investigator

  • Time Warner Cable
  • Nov 1, 2007 - Apr 1, 2008
  • Processing high-volume security tickets for Time Warner Internet Assisting customers with virus and violation issues via in-bound calls Working with senior team members on high priority tickets Processing and filing subpoena's as requested

Co-Owner

  • Asylum Marketing
  • Oct 1, 2006 - Feb 1, 2008
  • Guerrilla Marketing group for the music industry High volume marketing asset management Designing and managing event coverage (Warped Tour/local concerts) Street team management across Southern California Retail account management Re-stock marketing assets at retail as needed Provide weekly reporting to clients Collaborate with marketing and PR teams in the music industry

Assistant To The Vice President Of Sales

  • CWIC (Bodyglove)
  • Oct 1, 2006 - Nov 1, 2007
  • International sales management Design and production of all company sales material Email and call management for the VP of Sales Facilitate vendor requests Product sample management Trade show coordination and management (MAGIC/ASR)

Orange County Street Marketing

  • FilterMMM
  • Jan 1, 2000 - Jan 1, 2005
  • Guerrilla Marketing for the Orange County area product management of high volume promotional materials Daily re-stocking of promotional material at retail stores Promotion at industry events Identifying new promotion opportunities for management Provide weekly reporting to management

Co-Founder - Head Of Social Media * Community Management(Freelance)

  • Monster House Marketing
  • Jul 1, 2012 - Current
  • Monster House Marketing is a freelance agency for the Entertainment industry specializing in the following fields: -Social Media Management -Social Media Consultation -Community Management -Physical & Online Guerrilla Marketing Campaigns -Physical & Online Street Team Management -Event Production
Vital Stats
7
Managed 7 Regional Social Media Accounts For Blizzard Entertainment
1
Project Manager For 1 Global Customer Support YouTube Channel
15
Managed A Team Of 15 Representatives At Blizzard Entertainment
10
Managed A 10 Person Street Team For Blizzard Entertainment
100
Managed A 100 Person Street Team Across Southern California For The Music Industry
Quote
Percentage
100%
Available For Work Right Now!
Languages