Terrell S. Hicklen
Fairfield,USA
Summary
Results-driven Retail Sales Manager with 10+ years of experience in operational retail management and wireless telecommunications sales. Proven track record of driving revenue growth, building and leading high-performing sales teams, optimizing store operations, and delivering exceptional customer experiences. Skilled in sales strategy execution, performance coaching, inventory control, and aligning team efforts with company sales and profitability goals.
Overview
18
18
years of professional experience
Work History
Store Manager
Optimum Mobile
Stamford, Connecticut
03.2022 - Current
- Recruit, train, coach, and develop a high-performing team of Health Enthusiasts.
- Ensured exceptional customer service and engagement, enhancing customer loyalty.
- Developed sales strategies, analyzed performance, created community partnerships, and fostered a sales-driven culture.
- Maintained optimal inventory levels to support sales operations., stocking shelves, pricing, loss prevention, and maintaining brand standards.
Store Manager
T-Mobile
Norwalk, CT
10.2018 - 03.2022
- Built, inspired, and led a high-performing sales team dedicated to delivering exceptional wireless customer experiences and driving brand loyalty.
- Drove consistent revenue growth by coaching the team to exceed sales targets for devices, accessories, service plans, and activations through effective upselling and solution-based selling.
- Managed daily store operations, ensuring effective inventory control, loss prevention, competitive pricing, and adherence to brand and visual merchandising standards.
- Analyzed sales performance and KPIs, conducting coaching sessions and implementing targeted strategies to enhance individual and team outcomes.
- Recruited, hired, trained, and developed sales associates on product knowledge, wireless solutions, promotions, and customer engagement best practices.
- Handled day-to-day people management, performance feedback, and HR responsibilities in partnership with regional support teams.
- Optimized staff scheduling to balance labor efficiency with peak coverage while delivering outstanding customer experiences.
- Built lasting customer relationships and community connections to increase repeat business, referrals, and new customer acquisitions.
- Partnered with regional merchandising and marketing teams to execute visual displays, promotional campaigns, and new device/plan launches that drove additional revenue.
- Developed and delivered training on new products, software updates, sales techniques, and customer experience initiatives to elevate team performance.
- Managed e-commerce orders and online customer inquiries related to wireless products and services.
- Developed and delivered ongoing training on new products, software updates, sales techniques, and customer experience initiatives.
Store Manager
Sprint Corporate
12.2014 - 11.2018
- Led and inspired a sales team to provide an excellent customer experience, resulting in loyal customers and successful business outcomes for the Sprint Store location.
- Taught and coached on the sales floor and inspired continuous learning on new products and solutions.
- Facilitated career development and success through monthly one-on-one coaching sessions focused on individual goals.
- Analyzed individual and team performance against business goals and implemented business improvement strategies.
- Delivered operational and merchandising excellence in a dynamic environment.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Addressed customer issues by investigating concerns, providing thorough answers, and fostering positive relationships.
- Strengthened workflow productivity by hiring, managing, and developing top talent.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Enhanced store performance by implementing process improvements and addressing identified performance gaps.
Service Manager
Wells Fargo & Company
Greenwich, CT
11.2008 - 12.2014
- Executed customer service excellence by managing customer interactions, resolving conflicts, minimizing errors, preventing fraud, and informing customers about new products and services.
- Assisted workflow under limited supervision to support teller success, ensured daily cash balancing, fostered rapport with customers, achieved referral and sales goals, and promoted ethics, integrity, and diversity.
- Work under limited supervision, assist with workflow to ensure tellers are successful, consistently balance their cash daily, have great rapport with people, meet their referral and sales goals, and enjoy helping others all while maintaining ethics, integrity, and embracing diversity.
- Supported team operations by handling multiple responsibilities during high-demand periods.
- Set and maintained clear service benchmarks to uphold team productivity and quality objectives.
- Assisted with tasks during peak periods and employee absences.
Education
Psychology/Business Admin -
Norwalk Community College
Skills
- Store operations
- Inventory Management and Loss Prevention
- Sales strategy
- Customer Experience & Retention
- Product Placement
- Talent acquisition
- Staff training
- Performance coaching
- Team leadership
- Goal management
- Policy compliance
- Problem-Solving & Conflict Resolution
Timeline
Store Manager
Optimum Mobile
03.2022 - Current
Store Manager
T-Mobile
10.2018 - 03.2022
Store Manager
Sprint Corporate
12.2014 - 11.2018
Service Manager
Wells Fargo & Company
11.2008 - 12.2014
Psychology/Business Admin -
Norwalk Community College