Sharon Shaji Email & Phone Number

Toronto, Ontario, Canada

• Researcher of the Year: 2023• Managed a diverse portfolio of brand lift studies, including passive tracking, forced exposure, in-context, custom cross-media, and OTS projects, ensuring timely and high-quality deliverables.• Efficiently managed a high volume of concurrent research projects, consistently delivering top-quality results despite a significant increase in workload, ensuring all studies were completed on time and to client satisfaction• Led the transfer of a major client account, driving a 900% YOY revenue growth by optimizing data approaches, customizing survey templates, and supporting cross-media study sales.• Expanded an existing client account through successful management of OTS pilot studies for sports-based research in Europe, resulting in 60+ new studies across multiple regions.• Trained and onboarded new Research Analysts across various accounts, providing guidance on account-specific nuances and ensuring a smooth transition into their roles.• Identified and resolved a critical data shift issue, leading to updated SOPs and significantly improving data accuracy across projects.• Collaborated closely with clients, colleagues, and cross-functional teams, fostering strong relationships and enhancing client satisfaction through proactive communication and project execution• Led execution of research projects end-to-end, including survey questionnaire development, programming and setup, fielding monitoring, and report generation/analysis.• Provided subject matter expertise and present research findings to prospects and clients, as well as consultative support on internal and external calls.

Toronto, Ontario, Canada

• Provided support to customers by communicating electronically and/or verbally with users having experienced technical-related issues, conducting 28-35 interactions per day• Maintained average call time of 5-7 minutes by asking targeted, open-ended questions to clients to understand the root cause, documenting interactions to ensure clear internal communications• Proper documentation of interactions, ensuring efficiency of future communications and ease of technical support, creating a better experience for the customer • Referencing company-owned technical user guides, manuals and internal knowledge database systems to research and resolve computer (virtual) and or hardware (terminal) issues• Provided clear instructions to delivery technicians to ensure technology setup is done correctly • Collected and accurately documented information from customers, while using effective problem-solving techniques to provide consistent first responses to service requests and technical inquiries• Attended weekly team meetings and focus groups via Microsoft Teams to discuss application and software user feedback and identifying process gaps and product opportunities• Identified trends with device issues, communicated precise details of concern through Yammer to alert the technicians, other agents and developers• Maintained a score of 98-100% for quality of service, scoring included, following proper protocol, using knowledge articles, asking the right questions, accuracy of documentation and overall customer service • Received recognition for closing “Spot the Opportunity” calls, successfully upgrading client’s devices or registering customers for the Merchant Direct self-serve portal

Barrie, Ontario, Canada

• Designed research instruments, such as questionnaires and discussion guides to initiate customer surveys and feedback forms for customer satisfaction• Conducted detailed competitor analysis and designed templates to assist the sales team, increasing the number of converted customers • Developed various dashboard reports on sales data upon request using Tableau• Identified opportunities for new technologies/automation or streamlining of business processes to create efficiencies• Maintained and updated database using SQL• Assisted CEO in facilitating effective decision making for all technology-related decisions, providing multiple solutions through secondary research • Interpreted data and developed story to assist with marketing and sales in building user profiles• Designed and developed Sales KPIs and metrics for tracking the effectiveness of the sales team• Worked with VP and Sales head to design new business processes• Designed and produced reports in various formats such as dashboards in the CRM for Sales, Marketing, Training and Support departments • Analysed data from internal and external sources, prepared documents to summarize findings, and provided recommendations• Developed solutions and made recommendations based on an understanding of the business strategy and stakeholder needs• Reviewed existing business processes and provided training and support on new processes• Entered, verified, coded and cleaned data in the CRM• Revamped CRM customization to automate repetitive procedures, triggering a respective business process, saving the organization a minimum of 450 minutes of labor cost per month

Barrie, Ontario, Canada

• Designed research methodology for data collection including surveys, focus groups and interviews• Created surveys for understanding the interest, opinion and level of satisfaction of students enrolled in the Information System Security program• Conducted secondary research about computer security system courses offered in other Canadian educational institutions and efficiently carried out data analysis of survey results

Kerala, India

• Made teaching plans for the IELTS Academic and General writing Program• Managed IELTS batches and prepared the lessons to be delivered to the students• Designed and conducted tests, examination papers, and exercises and provided appropriate feedback to the students

Kottayam Area, India

Kerala, India

• Prepared marketing strategy and developed action plans to attain specific objectives• Measured, analyzed and evaluated programs as required• Coordinated entire internal marketing as well as promotional efforts inclusive of merchandising, public relations, community relations, information, events and demos• Evaluated and optimized marketing and pricing strategies• Promoted brand at trade shows and major industry-related events

Post Graduate, Research Analyst

Master Of Science, Physics

Bachelor Of Applied Science - Basc, Physics