ANXHELO GRIPSHI
Barcelona
Summary
Dynamic and results-driven Team Leader with extensive experience in teams development. Based in Barcelona, I excel in leading high-performing teams to achieve and exceed client expectations, particularly in the tech and advertising sectors. My academic background includes a Master's degree in Business Management and Marketing from the University of Turin.
Overview
6
6
years of professional experience
Work History
Project Manager - Google Search Optimization Team
Cognizant
Barcelona
01.2023 - Current
- Ensuring the development, monitoring, and evaluation of 15 Google Ads optimization specialists through coaching and feedback sessions.
- Ensuring the accomplishment of KPIs requested by Operations and the client (Google), such as Utilization, Quality, AHT, CSAT, and productivity.
- Implementation of strategies and adoption of SMART goals on a weekly, monthly, and quarterly basis to achieve defined targets.
- Selecting, hiring, and training new agents: daily interviews during hiring periods.
- Daily analysis of data and results obtained through internal dashboards. Creation of dynamic tables and reports to identify areas of improvement.
- Monitor attendance and manage schedules in order to guarantee constant service to Google Account Managers, and respect deadlines.
- Quality check of the optimizations provided by the team to clients to verify that internal SOPs and workflows were respected and followed.
- Managing multiple projects with competing deadlines simultaneously.
Team Leader - Meta Ads Support
Teleperformance Portugal
Lisbon
08.2019 - 09.2022
- Led and developed a team of Meta Ads support specialists, driving KPI achievement through coaching, performance management, and strategic planning
- Implemented data-driven strategies and SMART goals to consistently meet client's (Meta) performance targets such as Resolution Rate, AHT, productivity and quality score
- Managed all aspects of team operations, including hiring, training, performance evaluation, reporting and root cause analysys for outliers (Excel, Power BI, Tableau)
- Resolved complex issues for Meta's top-spending clients, collaborating daily with Account Managers to address time-sensitive requests such as disapproved ads, blue badge verification, compromised accounts, and campaign performance issues
- Created and modified staff schedules to maintain service levels and coverage during working hours
Customer Service Specialist - Meta Ads Support
Teleperformance Portugal
Lisbon
11.2018 - 07.2020
- Served as an Advertising Campaign Specialist/Technical support specialist for Meta Platforms, assisting advertisers with technical issues, campaign performance analysis, and policy guidance across Facebook, Instagram, and WhatsApp
- Provided strategic recommendations to optimize campaigns and achieve client objectives (Roas targetss, CPA targets, CPM targets). In this role I was communicating with the advertisers through phone calls, live chat support and emails.
- After 6 months I transitioned to the Global Business Team, supporting high-spending clients and Meta Account Managers with time sensitive requests such as Credit Lines creation, issues with Campaigns delivery and Pixel tracking.
Education
Master's degree - Business Management and Marketing
University of Turin
01.2018
Skills
- Team Leadership
- Teamwork
- Time Management
- Effective Communication
- Critical Thinking
- Digital Marketing
- Paid Social Media
- Data analysis (Google Sheets, Excel, Power BI, Tableau)
- KPI Management
Languages
Italian: Native
Albanian: Native
English: Proficient
Spanish: Proficient
Accomplishments
- Nominated as Most Value Player at Cognizant for the excellent results and achievements obtained during 2024. Managed alone more than 20 Google Search Optimizers due to the departure of another Team Leader.
Timeline
Project Manager - Google Search Optimization Team
Cognizant
01.2023 - Current
Team Leader - Meta Ads Support
Teleperformance Portugal
08.2019 - 09.2022
Customer Service Specialist - Meta Ads Support
Teleperformance Portugal
11.2018 - 07.2020
Master's degree - Business Management and Marketing
University of Turin
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