Summary
Overview
Work History
Education
Skills
Timeline
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CHERYLE HILLAN

Indianapolis,IN

Summary

Highly motivated Lead Product and Development Manager with an extensive background in IoT, wireline, wireless/mobility applications seeking an opportunity that allows me to serve and satisfy internal and external customers while delivering on AT&T initiatives.

Overview

30
30
years of professional experience

Work History

Lead Business Development

AT&T
Indianapolis, IN
11.2021 - Current
  • Assisted 13 IoT Mid Market and Small Business Sales Executives in achieving their yearly Gross Add and Revenue targets by supporting in all sales-related responsibilities, including resolution of all customer-related issues.
  • Created leadership reporting template and standards for our IoT group, responsible for $170M in revenue this year.
  • Prospected and managed all leads for our team by collaborating with marketing departments. Developed an IoT Lead Engagement tool, which has generated over 250 leads so far this year.
  • Created relationships with internal departments to learn and provide guidance on various systems utilized by our organization.
  • Established and coordinated meetings and events to promote sales generation.

Lead Product and Development Manager

AT&T
Indianapolis, IN
01.2013 - 01.2020
  • Project managed IoT Mobility Connected Car projects from assessment to post launch, meeting milestones/timelines owning the entire customer experience
  • Managed multiple projects simultaneously and performed a variety of tasks to help delivering more value to our customers
  • Developed responses to Request for Proposals
  • Reviewed contracts of Connected Cars customers and provided specific billing requirements prior to project release into production
  • Collaborated cross functionally to ensure customer’s requirements matched with our requirements
  • Created manual solutions when automated solutioning did not accommodate
  • Utilized documentation and writing skills to effectively document and communicate processes, project communications and related materials
  • Performed extensive root cause analysis on billing and service issues and reported to Senior Leadership
  • Captured key data to report on various trending of Connected Car Partners
  • Created, managed, updated and delivered M&P related to manual billing solutions which could not be automated within our billing systems ensuring compliance of contractual obligations
  • Onboarded and trained customers and new employees on systems and processes
  • Collaborated cross functionally with various internal and external customers to ensure successful customer resolutions
  • Ensured Mobility rate plans were built exactly to the contract to eliminate future billing errors
  • Lead SPOC and point of escalation for our IoT Mobility Connected Car partners and over 11,000 IoT customers
  • Provided billing support by providing first bill reviews, answering billing questions, addressing rate plan issues, and issuing adjustments to the account when necessary
  • Supported daily/monthly billing data files transmissions to ensure successful delivery to the customers
  • Managed/maintained IoT goodwill adjustments and processes
  • Handled all IoT customer goodwill adjustments over $50K which included meetings with Legal, Executive Level Officers, and CFOs to gain proper approvals to move forward with credits
  • Responsible for maintaining Salesforce and RTS tickets
  • Assisted customers with technical, complex issues providing quick resolutions
  • Corresponded with Sales, Finance, IT, Provisioning, and others to collaborate on issues
  • Recognized for actively pursuing collection of aged debt from Connected Car partners which totaled over $10M first quarter 2020
  • Continually recognized by customers and peers for providing exceptional customer service
  • Achieved many accolades from AT&T internal and external teammates by demonstrating key leadership skills while singlehandedly managing AT&T’s largest Connected Car Partner, General Motors

Complaints Manager

AT&T
Indianapolis, IN
01.2012 - 01.2013
  • Managed customer complaints by effective review of scope, assignment of pertinent resources and end to end follow up to ensure closure
  • Demonstrated ability to think critically and objectively when dealing with a wide variety of issues and escalations while proactively thinking outside of established process to ensure customer issue resolution and satisfaction
  • Provided constructive feedback to all levels of leadership on process and human failures, technical faults, training gaps and organizational performance problems that precipitated and contributed to executive escalations
  • Exemplified extensive leadership qualities to gain respect of Executive Level Officers
  • Recognized by leadership and customers for outstanding levels of achievement in customer service experience

Small Business Account Executive

AT&T
Indianapolis, IN
01.2009 - 01.2012
  • Used 'hunter' mindset to identify new small business and winback sales opportunities through cold calling and prospecting
  • Created new, integrated solutions for small businesses while utilizing complete suite of AT&T products and services while maintaining existing solutions
  • Set daily appointments to introduce myself and understand customer’s business, while uncovering customer’s needs utilizing consultative solutions selling
  • Utilized AT&T’s ICB pricing to secure deals
  • Developed and tailored professional proposals for customer
  • Provided timely and accurate account status reports, forecasts, sales funnel entries and business plans to sales leadership, and operational teams, as necessary
  • Interacted with AT&T CORE Retail Managers to provide small business support to retail sellers to meet or exceed revenue objectives
  • Managed small business accounts assisting in complex billing disputes, account receivable issues and service issues
  • Built and maintained long term internal and external customer relationships to aid in sharing of information and obtain new prospects
  • Demonstrated extensive knowledge of AT&T products and services
  • Recognized for engaging Indianapolis Engineering team with Small Business Sales Executive team to effectively collaborate and increase revenues
  • Awarded for retaining and maintaining excellent, productive relationships with my customers by providing them with timely customer service
  • Acknowledged for providing help to peers via internal contacts helping with complex account management issues

Senior Test Analyst

AT&T/Amdocs
Indianapolis, IN
01.2004 - 01.2009
  • Analyzed business and technical requirements to ensure test plan satisfies client’s request
  • Actively participated in design sessions; consulted with application development team
  • Performed validation of test cases to ensure application functioned as designed
  • Documented, investigated, and monitored defects to resolve issues prior to deployment
  • Successfully managed an increased workload of complex projects resulting in promotion to Senior Test Analyst
  • Recognized as Subject Matter Expert for regression testing of mainframe and GUI applications
  • Responsible for maintaining and automating test cases to reduce validation timeframe
  • Noted for work spanning several different applications, improved efficiency resulting in elimination of 2 positions while exceeding requirements
  • Became SME for automated scripting tool by significantly reducing validation time

Test Analyst

AT&T/Amdocs
Indianapolis, IN
01.1995 - 01.2004
  • Responsible for testing regression and new/change functionality
  • Experienced in developing detailed test cases based on project requirements
  • Performed validation of test cases
  • Actively participated in daily status and defect calls with project leads
  • Committed to deploying fully tested projects resulting in zero production defects
  • Coordinated and managed User Acceptance Testing group during testing efforts for consumer market ensuring testing accommodations were met
  • Recognized by peers for building respect between cross-functional teams and demonstrating successful implementation of each projects’ release
  • Successfully contributed to Employee Sales Referral program receiving top sales for organization generating over $5,000 in AT&T annualized revenue

Education

Bachelor of Science - College of Arts and Sciences

Indiana University
Bloomington, IN
01.1991

Project Management Certificate Program -

IUPUI
Indianapolis, IN

Skills

  • Event Planning and Execution
  • Relationship Building
  • Effective Communication
  • Problem-Solving
  • Customer Service
  • Networking
  • Conflict Resolution
  • Data Analysis
  • Risk Assessment
  • Multitasking
  • Teamwork and Collaboration
  • Event Planning

Timeline

Lead Business Development

AT&T
11.2021 - Current

Lead Product and Development Manager

AT&T
01.2013 - 01.2020

Complaints Manager

AT&T
01.2012 - 01.2013

Small Business Account Executive

AT&T
01.2009 - 01.2012

Senior Test Analyst

AT&T/Amdocs
01.2004 - 01.2009

Test Analyst

AT&T/Amdocs
01.1995 - 01.2004

Bachelor of Science - College of Arts and Sciences

Indiana University

Project Management Certificate Program -

IUPUI

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