SKY SCROGGINS
Everett
Summary
I've spent the last several years working across T-Mobile, Sprint, and AT&T, helping people figure out their devices, fix tricky issues, and walk away feeling taken care of. I'm big on making tech simple, finding the right solutions, and giving customers the kind of experience that actually makes them want to come back. With a strong background in wireless sales, customer support, and hands-on troubleshooting, I'm ready to take everything I've learned and bring it into the Senior Mobile Expert role.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Server
El Encanto
05.2023 - Current
Deliver high-volume customer service in a fast-paced environment while managing multiple tables, upselling beverages, and ensuring exceptional guest satisfaction.
Key contributions:
- Strengthened customer relationships through clear communication and personalized service.
- Consistently upsell premium items, influencing revenue, and repeat customer experience.
- Support smooth restaurant operations, including food running, barbacking, and service timing.
Project Manager
T-Mobile
02.2022 - 08.2022
Managed large-scale migration projects, transitioning business clients from the Sprint network to T-Mobile, ahead of shutdown deadlines.
Key achievements:
- Presented detailed project updates to leadership, and stakeholders.
- Coordinated between cross-functional teams via WebEx, email, and IM.
- Structured project roadmaps, timelines, and deliverables.
- Presented detailed project updates to leadership and stakeholders using PowerPoint.
CSR
AT&T
11.2019 - 07.2021
Delivered top-tier customer service and supported store operations in a high-volume wireless environment.
Key achievements:
- Maintained 90%+ customer satisfaction throughout my tenure.
- Processed payments, billing adjustments, device claims, and resolved technical/account escalations.
- Performed device upgrades, new line activations, and guided customers through plan changes.
- Successfully pitched and activated entertainment services (AT&T TV, device protection, etc.). To boost overall account value.
- Monitored store KPIs, and exceeded productivity standards..
Store Manager
Sprint
11.2017 - 11.2019
Led daily sales, coaching, scheduling, and store operations, while improving customer satisfaction and revenue performance.
Key achievements:
- Trained and coached sales associates, boosting customer satisfaction, selling techniques, and wireless knowledge.
- Performed device upgrades, new line activations, and regularly pitched Sprint entertainment services and add-ons to enhance customer plans.
- Managed POS procedures, including opening/closing and daily sales reconciliation.
- Built efficient schedules based on customer traffic patterns and staffing needs.
Education
Business Administration Certificate -
Everett Community College
08.2023
GED -
Yakima Valley Community College
Yakima, WA02-2009
Skills
- Wireless Sales & Solutions
- Device Troubleshooting (iOS/Android)
- Customer Experience Excellence
- Needs Discovery & Consultative Selling
- Team Collaboration & Leadership
- Technical Support & Account Resolution
- POS Systems & Inventory
- Time Management & Multitasking
Accomplishments
- Earned 3rd Place Award for Outstanding Performance during Q3 for exceeding sales goals and delivering top-tier customer results.
- Maintained 90% customer satisfaction rating throughout AT&T and Sprint careers (recognized by AT&T).
- Rapidly promoted in hospitality from Server Assistant → Barback → Server within weeks. in hospitality from Server Assistant → Barback → Server within weeks.
Certification
- Washington State Liquor & Cannabis Board Class 12 Mixologist Permit — Exp. 2029-06
- Washington State Food Worker Card Exp. 2026-06
Timeline
Server
El Encanto
05.2023 - Current
Project Manager
T-Mobile
02.2022 - 08.2022
CSR
AT&T
11.2019 - 07.2021
Store Manager
Sprint
11.2017 - 11.2019
Business Administration Certificate -
Everett Community College
GED -
Yakima Valley Community College