Accomplished Engagement Specialist focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.
Hi, I’m
Sterling Hickman
Community Engagement Specialist
Columbus,OH
Summary
Overview
7
years of professional experience
3
years of post-secondary education
4
Certifications
Work History
Payment Solutions For Credit UnionsPhoenix, AZ
Team Lead
10.2020 - Current
Job overview
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Audited team performance and compliance with Quality Assurance and Average Handling Time standards.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Directed and supervised team of 20 engaged in Leadership and Training development.
Salvation ArmyPhoenix, AZ
Program Assistant
09.2019 - 09.2020
Job overview
- Reviewed and strengthened program operations with continuous assessment of operational plans and strategies.
- Managed effective program outreach plans with strategic use of speakers and tours to enhance community engagement and increase participant numbers by 13%.
- Coordinated referrals and direct support for homeless & vulnerable clients.
- Determined needed and relevant interventions based on each client's cognitive abilities and current needs.
Basis EdPhoenix, AZ
Front Office Coordinator
07.2017 - 09.2019
Job overview
- Modeled expected and appropriate leadership to promote to teaching staff and administrative personnel positive interaction with students and families.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
- Worked collaboratively with office staff to maintain smooth operations and team readiness for unexpected demands.
- Supervised nine administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention by 17.6%.
Synchrony FinancialPhoenix, AZ
Subject Matter Expert
05.2015 - 12.2017
Job overview
- Conducted orientation sessions to assess skill levels and areas of strength and weakness.
- Converted all curriculum and programs from print to digital, creating supplementary materials like practice tests, exercises, videos and interactive quizzes for instructors and students.
- Led corporate-wide initiatives to help guide enterprise and business level goals.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Onboarded and trained 500+ new members of guest service team
Education
Life Skills Center of ArizonaPhoenix, AZ
High School Diploma
08.2006 - 06.2009
University Overview
Skills
Training solutions development
Staff development plans
Staff Management
Operations management
Business administration
Certification
Customer Service Basics, PSCU
Timeline
Business Writing & Communication, PSCU
02-2021
Customer Service Challenges & Conflict Resolution, PSCU
01-2021
Customer Service Basics, PSCU
12-2020
Coaching Basics, PSCU
12-2020
Team Lead
Payment Solutions For Credit Unions
10.2020 - Current
Program Assistant
Salvation Army
09.2019 - 09.2020
Front Office Coordinator
Basis Ed
07.2017 - 09.2019
Subject Matter Expert
Synchrony Financial
05.2015 - 12.2017
Life Skills Center of Arizona
High School Diploma
08.2006 - 06.2009