Lilian Brooks
Newberry,SC
Summary
Quality focused woman with years in sales and progressive leadership roles, skilled at providing employees clear guidelines and targeted goals to drive sustained revenue growth, team efficiency and customer loyalty. Knowledgeable about recruiting, hiring, training, and motivating qualified teams to meet and exceed objectives. Motivational leader, strategic planner and analytical problem solver with demonstrated record of retail and call center success.
Overview
8
8
years of professional experience
Work History
Supervisor
Spectrum
09.2022 - Current
- Worked in the training department with New Hires leading anywhere from 15 - 60 employees at once.
- Delivered constructive call process feedback.
- Coached team members on metrics and consumer experience behaviors to not only improve customer satisfaction, but sale goals as well.
- Established and enforced clear goals to keep employees working collaboratively.
- Coached staff members to develop long-term career goals.
- Monitored employee productivity to provide constructive feedback and coaching.
- Helped multiple employees promote in the company with leading by example, and training them.
- Took multiple bottom teams to the top.
- Experience in Voice and Chat customer services
DSC Sales Rep / SME
Spectrum
10.2021 - 09.2022
- Gained an in-depth understanding of product information and was able to provide knowledgeable responses to meet daily goals.
- Consistently exceeding sales goals.
- Met with assigned agents individually or in small groups to provide intentional, structured organizational support and mentorship.
- Developed and implemented interesting and interactive learning mediums to increase agent understanding of course materials.
- Identified key performance indicators and guided team members on refining procedures to improve outcomes.
- Assisted different departments in the company with training new hires.
Store Manager
Gowireless
02.2016 - 10.2021
- Improved store status from market worst to best by implementing process improvements and identifying performance gaps for corrective action.
- Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels.
- Oversaw all store operations while generating personal and store monthly sales.
- Trained employees on store security, monetary procedures, customer service expectations, and much more.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Oversaw POS operations and cash management to reduce errors.
- Built loyal customer base by delivering excellent service and stocking in-demand products.
- Coached and empowered employees by creating and sharing motivational vision plans.
- Won store sales competitions in multiple states ( ID, HI, & WA )
Education
. - Clinical Medical Technician
North Carolina State University
Raleigh, NCAssociate of Science - AAS in Cloud Technologies
Ivy Tech Community College of Indiana
Indianapolis, IN10.2025
Skills
Team Supervision
Resourceful nature
Issue resolution / troubleshooting
Reliable
Public Speaking
Team - oriented
Outstanding communication skills
Staff training and development
Information tracking
Document management
Training delivery
Employee motivation
Reporting skills
Project planning and coordination
Performance updates
Team building
Timeline
Supervisor
Spectrum
09.2022 - Current
DSC Sales Rep / SME
Spectrum
10.2021 - 09.2022
Store Manager
Gowireless
02.2016 - 10.2021
. - Clinical Medical Technician
North Carolina State University
Associate of Science - AAS in Cloud Technologies
Ivy Tech Community College of Indiana