Rob Sikes Email & Phone Number

Wallington, Nj, Us

• Manages agency partnership to develop and implement media planning and acquisition strategies driving brand awareness, app downloads, and subscription growth in English and French markets.• Prepares weekly, monthly and annual budgeting and forecasting across 3-5 digital channels in order to meet acquisition targets.• Collaborates with local and global stakeholders in legal, acquisition, merchandising, brand, and creative to plan and launch new product offerings and initiatives that support global subscriber growth. • Develops media testing plans to optimize channel and partner performance to reduce acquisition costs.• Creates ad-hoc reports for internal stakeholders that provide media outlook and optimization strategies related to performance improvement and scaling opportunities.

• Created and launched cross-channel promotions to drive member growth including Amazon’s Prime Day and Black Friday/Cyber Monday offerings.• Developed testing roadmap to improve conversion rates and reduce customer friction points across web and app sign-up journeys.• Reviewed monthly media plans and submitted purchase orders to secure media buys.• Improved and expedited the new hire onboarding experience through weekly coaching sessions and personalized, channel-specific training documentation.

• Created more than 4500+ customer service documents across multiple Audible marketplaces.• Reduced average response time for internal content feedback process to less than 72 hours by refining intake of requests to two feedback channels.• Created standardized email format to help customer service agents more quickly respond to inquiries while providing a more professional voice for customer service.• Successfully re-launched customer support center (Audible Help Center) across US, UK, and AU marketplaces significantly reducing contacts in 2015 and 2016 and surpassing the industry standard for effectiveness for customer support help by 20%.• Redesigned all externally facing customer service agent email responses to fit newly created in-house style guide. This effort lead to a decrease in repeat contacts from the year prior while increasing agent usage with internal documentation.

Newark, Nj

• Created and managed global messaging for Audible’s customer service agents and customers, aiding in the reduction of contacts and increasing customer knowledge through self-service.• Evaluated and reported on post-product launch customer feedback trends for internal and external stakeholders.• Collaborated with external partners to develop customer service strategies on product launches such as aligning internal and external messaging with organization communication goals.

Newark, Nj

• Served as first point of contact with customers providing account and billing expertise resolving most issues under 540 seconds.• Assisted customers with technical know-how, specifically specializing in mobile applications on iOS, Android and Kindle devices.• Maintained an above 95% average customer satisfaction rating amongst all callers spanning 4,500+ interactions.• Strictly adhered to Amazon policies to ensure protection of confidential information pertaining to customer accounts and pre-released technologies.• Participated in first-ever Tier 1 customer service pilot program in Newark, NJ, finishing training program as top candidate.• Selected to mentor new hiring class of tier-1 candidates via phone shadowing and nesting during onboarding phase.

• Created and maintained customer-facing weekly Audible email newsletter that featured hand-selected audiobooks that aided in increasing revenue.• Successfully launched multiple sales campaigns that generated over $1 million in revenue.

Times Square

• Drafted and edited press releases, FAQs, fact sheets, positioning documents and correspondence letters.• Responsible for the organization and digitalization of Alliance photo database from past events.• Added, edited and organized CisionPoint and Salesforce contact lists for marketing and communication departments.• Archived new media impressions from events including Summer Solstice, Taste of Times Square as well as daily mentions where applicable.• Researched media opportunities and organizational improvements including using the Times Square Museum and Visitor Center as a rentable asset and utilizing the annual report to create website infographics.• Assisted with internal monthly clip reports – analyzing monthly impression data to send to the president of Times Square Alliance.

• Researched and actively pitched top-tier business publications and supporting vertical platforms for clients.• Created media distribution lists for client outreach.• Compiled research to assist in new business leads.• Examined and reported on top-tier news publications, compiling daily headlines for firm-wide consumption.• Organized, filed and clipped media impressions for four accounts.• Created and organized monthly clip reports for four accounts including: Institute of Management Accountants, LRN, Schaffer Consulting and the Nielsen Company.• Explored and created abridged information documents on top-tier C-level conferences such as World Economic Forum, World Business Forum and World Innovation Forum for potential speaking opportunities and partnerships.• Responsible for compiling, updating and maintaining weekly and biweekly priority lists for conference calls with clients.

• Archived web, print and broadcasting impressions for Cuisinart and Snapware.• Edited and wrote press releases for home appliances such as Cuisinart’s CPB-300 blender.• Revised web copy for Snapware’s frequently asked questions.• Assisted in projects relating to PR efforts for Snapware including design and input to Facebook and Twitter accounts.• Was Accountable for all billing activities including invoices to Cuisinart, Full Circle, Waring Pro, and Snapware.

• Trained new employees and familiarize them with essential functions of restaurant.• Assisted guests with general questions pertaining to restaurant's specialty food.• Provided customer support over the phone and in person.• Prepared food safely and efficiently.

• Created and edited media lists for Sharp Electronics’ holiday shopping calendar items.• Compiled media impressions for clients including: Quiznos, Mosquito 86, and Sharp Electronics.• Pitched over 50 blogs via email and phone for various clients

• Managed and organized two daily radio contests. • Assisted approximately 40 callers daily with general radio inquiries and contest information.• Served as liaison with callers, maintaining strong relationships between radio personalitiesand listeners.