Shakeira T Baylor
Apopka,FL
Summary
Responsible, motivated, and dedicated cybersecurity major student, who's ready to apply education in the workplace. I offer excellent technical abilities with software and applications, with the ability to handle challenging work. I am a Goal and Performance- driven Premium Sales Team Manager that also holds a Certification in Cybersecurity. I will add value to any organization in need of great collaboration, interpersonal and multitasking abilities. I possess a record of accomplishment in connecting with employees and customers with proven ability to drive remarkable TV, Streaming, Internet and Wireless sales. I am a very energetic, positive, motivated, proactive, and well-organized sales leader successful at meeting and exceeding sales and metric targets with strategic approaches. Great at developing and mentoring employees and new managers for continued success and best in class service.
Overview
10
10
years of professional experience
Work History
Team Sales Manager-Premium
AT&T Mobility
Orlando, FL
04.2020 - Current
- Reduce process gaps by hiring, supervising and coaching employees on sales strategies and protocols, optimizing performance, growth and profitability.
- Identify weaknesses and implement sales and business practices training to improve performance.
- Encourage employees and team members to meet and exceed objectives by setting goals, tracking performance daily and implementing improvement strategies.
- Hire and motivate employees, working closely with salespeople and customers to negotiate and close deals.
- Monitor random calls to improve quality and reduce integrity violations.
- Stay up-to-date on extensive company products and services.
- Utilize establish sales techniques and persuasive communication skills to meet sales objectives.
- Coach, mentor, develop and advise employees regarding performance and discipline.
- Influence decisions regarding hiring, promoting and discharging employees.
- Boosts team morale and overall sales volume by creating employee incentive sales contests.
New Hire Sales Manager
AT&T Mobility
Orlando, FL
06.2022 - Current
- Complete onboarding process for newly hired candidates.
- Ensure that newly hired representatives are trained properly on the processes, policies, procedures of sales and customer service.
- Directs, coaches, motivates, and develops telephone sales and service skills of newly hired employees to ensure that sales and service goals are met.
- Interview perspective candidates for the Mobility Sales and Services position.
- Schedule interviews for perspective candidates using the Modern Hire Platform
- Schedule weekly sync calls with HR to verify the status of newly hired candidates
- Contribute to the disciplining and decision making regarding discharge of subordinate employees.
Manager in 60/Sales Shepherd
AT&T Mobility
Orlando, FL
02.2019 - 03.2020
- Cross-sold TV, Internet and Wireless products and services to purchasing customers.
- Cultivated professional sales relationships by asking appropriate questions, identifying needs and providing insightful information regarding products.
- Built positive and productive customer connections to drive consistent sales.
- Introduced customers to new products (AT&T TV) and updated accounts.
- Cultivated long-term relationships with customers to accurately quote prices and terms that achieved the customers needs.
- Provided customers with recommendations to promote brand effectiveness and product benefits.
- Delivered consistent one-on-one and group training sessions to help sales reps improve skills and selling techniques.
- Mentored newly hired employees by explaining tactics for building sales for new customers.
- Helped to enforce updated policies for keeping business agile and responsive to changing market needs.
- Helped to Develop and implement promotional strategies to drive business success and meet team goals among sales rep for my team.
- Collaborated with other Manager in 60s in meetings to brainstorm new ideas and discuss best ways to reduce cancel issues.
- Ran daily reports to assess individual and team performance and note areas requiring improvement.
- Successfully reduced cancel rates by 40% within a 90 day timeframe.
Advanced Technical Support Representative
AT&T Mobility
Orlando, FL
06.2015 - 01.2019
- Handled over 25 technical support phone calls daily.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Served as level-two support escalation point for 12 member staff.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Monitored support activity trends to create problem resolution and solution reports.
- Used remote login tools to assist clients with technical and product questions.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Stayed abreast of latest software developments to enhance job knowledge.
- Maintained up-to-date case documentation for future reference.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
Customer Service Representative
AT&T Mobility
Orlando, FL
09.2013 - 05.2015
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Education
Bachelor of Science - Information Technology
Champlain College
Burlington, VT05.2025
Certificate - Cybersecurity
Champlain College
Burlington, VT05.2023
Skills
- Product and service management
- Communication and engagement techniques
- Sales tracking
- Established track record of exceptional sales results
- Recruiting and hiring
- Product knowledge
- Resolution-oriented
- Exceptional multi-tasker
- Rapport and relationship building
- Meet with Area Manager and Director one-on-one on every 30 day basis to discuss selling obstacles, delivering effective suggestions and reliable sales techniques for quick resolution
- PowerBI
- CRM
- Clarify
- Telegence
- Opus
- Microsoft Excel
- Microsoft PowerPoint
- Outlook
- Linux
- Qfiniti
- Telecommunications Systems
- SalesForce
- Python (Intro)
- Microsoft Teams
- System Performance Assessments
- Analytical and Methodical
- Technical Troubleshooting
- Verbal and Written Communication
- Troubleshooting Network Issues
- System Configuration
- Vulnerability Management
Accomplishments
- 2022 MDP Graduate
- #1 Manager in Nation with 143.28% attainment February 2023
- #1 Manager in Nation with 141.95% attainment May 2023
- Manages a successful sales team of 12 Representatives who consistently exceeded sales goals and metrics by 10% each month.
- Rank Top 3% amongst 558 Managers for Kevin McDorman's Organization 2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Your Attitude Determines Your Altitude.
N/A
Timeline
New Hire Sales Manager
AT&T Mobility
06.2022 - Current
Team Sales Manager-Premium
AT&T Mobility
04.2020 - Current
Manager in 60/Sales Shepherd
AT&T Mobility
02.2019 - 03.2020
Advanced Technical Support Representative
AT&T Mobility
06.2015 - 01.2019
Customer Service Representative
AT&T Mobility
09.2013 - 05.2015
Bachelor of Science - Information Technology
Champlain College
Certificate - Cybersecurity
Champlain College
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