John Sharp Email & Phone Number

Chicago, Illinois, Us

Chicago, Illinois, Us

• Providing Traditional and Social Media measurement and actionable insights to maximize client brand visibility, favorability, and engagement.• Providing article level demographic and firmographic insights to help drive readership to convert to business.• Generating weekly, daily, and monthly reports on top client and competitor coverage themes.• Monitoring major client events and announcements such as quarterly earnings, product launches, crises response, and thought leadership.• Overseeing an Assistant Project Manager in charge of a team of analysts who review and validate media coverage for client topics and key messages.• Managing vast data sets under strict time constraints to meet deadlines. Writing, translating, and adjusting complex Boolean strings.• Building and curating complex client-facing measurement dashboards.

Teaneck, New Jersey, Us

• End-to-end project management of training, quality assurance, operations, and offshoring.• Overseeing multi-channel chat, phone, email, and video teams assisting Google customers / businesses to maximize their online presence through Google marketing, analytics, and organizational solutions.• Leading client (Google) facing meetings and business reviews to discuss KPI targets, insights into where performance is trending, and solutions to address areas of opportunity.• Creating and analyzing reporting for well-informed process creation to ensure operational excellence.• Developing associates through personalized coaching based on individualized action plans. • Coaching associates on marketing strategies, Google products, sales skills, and customer service.• Consistently exceeding KPI’s in customer satisfaction, quality, productivity, and sales metrics in all projects managed.

New York, Ny, Us

• Managing a team of customer facing agents to deliver sales and customer service success in online marketing.• Providing agents with coaching, training, professional development, and performance improvement plans.• Managing headcount through interviewing, delivering corrective actions, and exiting agents in circumstance of failed performance.• Ensuring operational targets are met and exceed, and performing root cause analyses to close gaps.• Reporting in client facing meetings to promote confidence in service delivery.

New York, Ny, Us

• Performed weekly quality evaluations and provided feedback to associates to ensure compliance, process adherence, information accuracy, and sales / customer satisfaction.• Developed additional quality framework guidelines for improved customer experience and KPI success.• Reviewed agent’s marketing campaign strategies to assess and maximize revenue for businesses.• Analyzed quality data for areas of opportunity for training development.

New York, Ny, Us

• Delivered, developed, and maintained new hire / ongoing training plans for the entire site.• Performed Training Needs Identification and targeted training to drive operational metrics.• Managed a team of part-time trainers to ensure effective knowledge transfer and a robust backup system. • Facilitated onboarding and new hire orientation to acclimate agents with the company’s culture, policies, and practices.

New York, Ny, Us

• Assisted businesses with their Google Ads accounts and associated products via inbound phone and chat.• Maximized ROI for businesses through metric informed, targeted optimization and attribution tracking.• Finished with the highest stacked ranking of Exceeded Expectations (top 20% of all employees) every month while on inbound phone / chat support. Selected as 1 of 4 agents for a special project designed to help increase the utilization of outbound calls to improve the site’s overall customer satisfaction / sales scores.

Bachelor Of Arts (B.A.), Film, Television, And Media Studies

Vocational, Culinary Arts, Business & Hospitality

High School Diploma, General Studies