Sparkle Cotton
Atlanta,GA
Summary
With over 19 years of sales and customer service experience, I have won several leadership awards and earned increasingly elevated responsibilities. I am a true team player with a passion and track record for helping others. 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
Lithia Springs, GA
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
Alpharetta, GA
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.
Support Coordinator
Verizon Wireless
Alpharetta, GA
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.
- 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.
- 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
Wilmington, NC
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.
- 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
Alpharetta, GA
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.
- 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.
Education
Associate of Science - Computer Science
South Georgia Technical College
Americus, GA2001
Skills
- Customer Relations
- Strong Interpersonal Skills
- Individual Trainings
- Class Development
- Management Support
- Account Management
Interest
- Soap Making
- Body Butter
- Jewelry
- Flow Art
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