Summary
Overview
Work History
Education
Skills
Accomplishments
Career Achievements
Work Availability
Quote
Timeline
Intern

Shykel Hilliard

Rock Hill,SC

Summary

Recent college graduated who has developed into a young and talented leader in early in their career. With 2 years of leadership experience at Comcast in the retail field, and then more recently with Spectrum in the retention department since October; Looking to continue growth in a leadership role. Dedicated to maintaining a smooth, efficient and effective environment to ensure success. Born leader and able to use data to tie it in with key behaviors to ensure agent success. Proven team building and success as a leader.

Overview

3
3
years of professional experience
7
7

Total working experience

Work History

Retention Supervisor

Spectrum
Charlotte, NC
10.2021 - Current
  • Documented performance review schedule and monitored management for timely completion.
  • Implemented employee incentive programs to promote positive work culture and increase retention.
  • Coordinated implementation of people-related services, policies and programs through departmental staff.
  • Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
  • Managed team of 12 who averaged 25 calls per day each
  • One coaching per week per agent to review trends in data and reviewing strengths and opportunities

Assistant Store Manager

Comcast
Charleston, South Carolina
03.2020 - 09.2021
  • Utilized knowledge of customer experience to create specialized plans for customer retention.
  • Researched market and competitor data regarding benefits and compensation, developing standards to maintain competitive benefits packages.
  • Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
  • Held daily meetings with Sale Consultants to identify techniques to overcome sales obstacles.
  • Developed innovative marketing campaigns to increase engagement with target demographic and drive brand exposure.
  • Handled all customer relations issues pleasantly, enabling quick resolution and client satisfaction.
  • Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Submitted reports to senior management to aid in business decision-making and planning.

Sales Associate

Home Depot
Charleston, SC
03.2019 - 03.2020
  • Trained personnel on policies, procedures and communications for in-person and telephone etiquette.
  • Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
  • Collaborated with sales leadership to drive prospecting and enhance engagement through sales promotions.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Reviewed successes and failures to learn from previous mistakes.

Education

Bachelor of Arts -

Charleston Southern University
Charleston, SC
12.2019

Skills

  • Product and service knowledge
  • Network development
  • Account servicing
  • Lead prospecting
  • Sales and Marketing
  • Client Needs Assessment
  • Persuasion Techniques
  • Upselling
  • Management
  • Verbal and written communication
  • Retention strategies
  • CSG Billing System
  • Salesforce
  • 360 CRM

Accomplishments

  • Member of Student Government Association (2017-2019)
  • Member of Campus Activities Board (2016-2019)
  • President Pro Tempore of Student Government (2018)
  • Publicity Chairman of Campus Activities Board (2018)



Career Achievements

  • Top 5 for March 2022 in Spectrum Enterprise Stack Ranking
  • Top 30% for April 2022 in Spectrum Enterprise Stack Ranking
  • Exceed goals with over 100% over a 3 month period Jan 2022 -March 2022
  • 3x Homer Award Recipient: Sept 2019, June 2019, Jan 2020

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Whether you think you can or whether you think you can’t, you’re right!
Henry Ford

Timeline

Retention Supervisor

Spectrum
10.2021 - Current

Assistant Store Manager

Comcast
03.2020 - 09.2021

Sales Associate

Home Depot
03.2019 - 03.2020

Bachelor of Arts -

Charleston Southern University

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Shykel Hilliard