Fitness
Hi, I’m
Drew Sharp
Alpharetta,GA
Summary
Proven leader in Online Retail with a track record of enhancing customer experience and team performance through strategic planning and relationship building. Expert in coaching and professional development, significantly reducing turnover and fostering a culture of continuous improvement. Skilled project manager and communication strategist, adept at aligning cross-departmental efforts to achieve results.
Overview
11
years of professional experience
1
Certificate
Work History
Sports Warehouse
Director of Customer Experience
06.2017 - Current
Job overview
- Operationally aligned 6 separate companies' customer service departments into one homogenized entity.
- Organizationally restructured bi-coastal Administrative Teams and over 10 departments, optimizing output and minimizing labor costs.
- Established operational best practices.
- Managed over 1500 calls, 500 emails and 400 Live Chats per day
- Improved call acquisition by 25% after assuming position
- Collaborated with internal stakeholders to close gaps and improve customer experience.
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Recruited, hired, mentored and trained hundreds of team members on business procedures, policies, duties and customer care methods.
- Implemented communication strategy to support cohesion and efficiencies for bi-coastal teams.
- Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
- Reduced operational risks while organizing data to forecast performance trends.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Established metrics and organization methods for training and team check-in sessions.
- Organized, scheduled, ran and evaluated leadership seminars, workshops and self-paced trainings.
- Designed courses to meet company requirements and help develop new leaders within organizational structure.
- Assessed potential candidates for suitability for different programs such as management training and leadership development initiatives.
- Built strategic partnerships across multiple business segments to help executives and senior leaders improve management structures and team cohesiveness.
Tennis Warehouse
Customer Service Manager
07.2015 - 08.2017
Job overview
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Grew team of 4 to team of 20, adding multiple expertise roles and sub departments.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Took ownership of customer issues and followed problems through to resolution.
Running Warehouse
Quality Control Manager
05.2013 - 08.2015
Job overview
- Determined quality department standards, practices, and procedures.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
- Monitored staff organization and suggested improvements to daily functionality.
- Implemented new quality assurance and customer service standards.
Education
Morro Bay High School, Morro Bay, CA
High School Diploma
Santa Monica College, Santa Monica, CA
AA
Skills
- Strategic Planning
- Cross-departmental Alignment
- Relationship Building
- Communication Strategist
- Team Recruiting, Hiring and Training
- Project Management
- Coaching/Professional Development
- Adaptability
- MS Office Suite
Certification
Program Manager Certified,
Landmark Forum Alumni,
Executive Training Workshop participant,
Studied in Non-Violent Communication,
Three year Global Leadership Conference attendee,
Invested in private high-performance coach
Interests
Mindfulness
Family
Timeline
Director of Customer Experience
Sports Warehouse
06.2017 - Current
Customer Service Manager
Tennis Warehouse
07.2015 - 08.2017
Quality Control Manager
Running Warehouse
05.2013 - 08.2015
Morro Bay High School
High School Diploma
Santa Monica College
AA
Program Manager Certified,
Landmark Forum Alumni,
Executive Training Workshop participant,
Studied in Non-Violent Communication,
Three year Global Leadership Conference attendee,
Invested in private high-performance coach
Meditation Teacher Certified
Trained through the Guided Meditation Framework Organization as a personal and group meditation facilitator. Have lead countless groups through customized guided meditations to help unlock personal potential.
Meditation Teacher Certified
Trained through the Guided Meditation Framework Organization as a personal and group meditation facilitator. Have lead countless groups through customized guided meditations to help unlock personal potential.
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