Summary
Overview
Work History
Education
Skills
Timeline
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Sparkle Cotton

Atlanta,GA

Summary

With over 19 years of experience in the cellular industry and sales. I display positive leadership skills and I am a true team player with excellent organizational skills, highly motivated, and a detail-directed problem solver. I have the ability to accept feedback in a positive manner and I am action oriented. I pride myself on being very effective with both written and verbal communication skills. I am a training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design. I also have the ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

15
15
years of professional experience

Work History

Home Daycare Owner

Self-employed
01.2020 - 07.2023
  • Developed and operated within annual operational budget of $15,000.
  • Used positive reinforcement techniques to promote patience and other good behaviors in children.
  • Helped children develop motor skills in preparation for preschool and kindergarten.
  • Created safe and engaging learning environment for groups of diverse children with various learning styles.
  • Maintained accurate accounting of tuition and operating reports.
  • Implemented daily routines and activities to stimulate and engage children.
  • Handled daily administrative tasks efficiently to minimize time away from children.

New Hire Trainer

Verizon Wireless
07.2018 - 09.2019
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Communicated all learning and performance objectives, schedules, and training assessments to upper management.
  • Implemented new learning strategies depending upon employees' skill levels.
  • Researched and obtained relevant course materials to achieve training objectives.
  • Conducted orientation sessions and organized on-the-job training for new hires.


Support Coordinator

Verizon Wireless
07.2015 - 07.2018


  • Utilized strong problem solving skills, provided exceptional customer service, and impeccable negotiation skills that improved internal efficiencies by providing an immediate resolution to escalated customers, availability to representatives, and support to management.
  • Practiced effective time management and prioritization tactics when presenting beneficial skills to various teams on how to properly handle the customer types and diverse issues from beginning to end.
  • Partnered with all necessary channels to ensure the appropriate solution was offered.
  • Recommended and presented projects and status updates to management members on escalation trends in order to help ensure business efficiencies were met, customer experience was exceptional, employee experience was precedent, and communication of opportunities was properly presented in order to increase performance metrics.
  • Developed and maintained relationships with customers to enhance customer satisfaction.
  • Coached employees through day-to-day work and complex problems and implemented incentives and team-building events to boost morale.

Customer Service Advocate

Verizon Wireless
04.2010 - 07.2015
  • Successfully positioned solutions that increased the value of the customers' wireless experiences and lead to customer adoption, customer loyalty, and customer retention.
  • Consistently met and exceeded performance expectations and looked for opportunities to add value to the VZW team.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Facilitated biweekly meetings to ensure a thorough understanding of business policies and procedures was gained.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Coordinator Tech Support I

Verizon Wireless
09.2008 - 04.2010
  • Tracked and monitored progress of cases that were worked on and ensured internal and external customers are apprised of status and kept updated with resolution.
  • Utilized internal resources to research both technical and software based issues to determine a diagnosis and navigate solutions to resolve the customer issue(s) in a timely matter.
  • Gained extensive knowledge of various Verizon Wireless systems and processes that further enhanced my ability to effectively troubleshoot and educate of complex technical issues while mitigating risk to the business and creating first call resolution with excellent customer experience and education.
  • Provided applicable feedback to different ranges of leadership to ensure proper behaviors were addressed as it related to cold transfers to technical support, lack of proficient tool utilization, and network issues or alerts that drove repeat callers into the business.
  • Walked individuals through basic troubleshooting tasks and troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Explained technical information in clear terms to promote better understanding for non-technical users.

Education

Associate of Science - Computer Science

South Georgia Technical College
Americus, GA
2001

High School Diploma -

Macon County High School
Montezuma, GA
05.1997

Skills

  • Orientation Sessions
  • New Hire Orientation
  • Performance Improvement
  • Individual Trainings
  • Class Development
  • Providing Feedback

Timeline

Home Daycare Owner

Self-employed
01.2020 - 07.2023

New Hire Trainer

Verizon Wireless
07.2018 - 09.2019

Support Coordinator

Verizon Wireless
07.2015 - 07.2018

Customer Service Advocate

Verizon Wireless
04.2010 - 07.2015

Coordinator Tech Support I

Verizon Wireless
09.2008 - 04.2010

Associate of Science - Computer Science

South Georgia Technical College

High School Diploma -

Macon County High School

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