Alexander Cotten Email & Phone Number

• Collaborate with Sales and Customer Service teams to identify and deliver optimal solutions for diverse customer needs.
• Partner with L2 Technical Support and L3 Engineers to provide complex solutions for diverse B2B customers.
• Assisted in the creation and management of the technical support documentation library.
• Directly respond to customer inquiries via Freshdesk.Special Project:
• Collaborated with management and application engineers to launch and manage a successful video pilot program, showcasing the product's features and benefits. Took personal responsibility for editing high-quality videos.

Dallas/Fort Worth Area

• Worked seamlessly with cross-functional teams and departments to ensure all customer needs were identified and met in a timely and effective manner.
• Demonstrated strong communication skills by effectively addressing and resolving customer inquiries through multiple channels, including email and phone.
• Thrived in a dynamic and customer-centric work environment that emphasized collaboration and teamwork.
• Documented and escalated request to the appropriate team.

Fort Worth, Texas, United States

• Develop storyboards, strategize, and produce engaging video content.
• Edit and design graphics to enhance various websites and content as required.
• Create and/or acquire suitable media assets for various campaign needs.
• Create, record, and edit music/audio for various projects.

• Conducted talent scouting on platforms such as YouTube, SoundCloud, and Spotify, identifying promising new artists and building relationships with them.
• Acted as the main point of contact for new artists, guiding them through the onboarding process and addressing any questions or concerns they may have.
• Implemented a streamlined demo submission system, making it easier for artists to submit their work and for the team to review and evaluate it.
• Produced engaging copy, graphics, and video content for social media platforms, showcasing new artists and promoting the brand's mission and identity.

Dallas/Fort Worth Area

• Played an instrumental role in developing effective content marketing strategies to drive brand awareness and engagement for B2B.
• Conceptualized and created engaging graphics and video content to promote the brand and its offerings across various digital channels.

Remote

• Collaborated effectively with a remote support team to provide exceptional customer service and technical assistance.
• Proactively identified areas for improvement and shared how-to's and best practices with customers, increasing their satisfaction and loyalty.
• Guided customers through product and software onboarding processes, ensuring a smooth and positive experience.
• Promoted the benefits and offerings of iCloud and Apple Music platforms, and demonstrated expert knowledge of Apple hardware and software products.
• Led a weekly team meeting segment dedicated to growth and fostering open communication among team members.
• Consistently achieved high KPIs and NPS, maintaining a strong track record of success.

Cedar Hill

• Led and managed a high-performing Sales/Support team, driving sales and delivering exceptional customer service.
• Delivered personalized one-on-one training to customers, sharing expertise and insights on Apple's software and services to help them maximize their experience and achieve their goals.
• Conducted regular inventory checks to maintain accurate stock levels and optimize supply chain operations.
• Trained employees on best practices and new procedures, fostering a culture of continuous learning and improvement within the team.

Cedar Hill, Texas

• Educated customers on Apple's diverse product offerings, highlighting key features and benefits to help them make informed purchasing decisions.
• Skillfully troubleshooted and resolved common software issues on Mac OS and iOS, providing timely and effective solutions to improve customer satisfaction and loyalty.
• Served as a reliable liaison between technicians and customers, facilitating effective communication and ensuring seamless customer experiences.
• Demonstrated exceptional salesmanship and contributing to the overall success of the team.

Myrtle Beach, South Carolina

• Provided comprehensive sales and technical support for Apple products and accessories, assisting customers with their inquiries and needs.
• Conducted basic troubleshooting to isolate issues and streamline the repair process for Apple technicians, optimizing efficiency and minimizing downtime for customers.
• Demonstrated strong technical knowledge and expertise in Apple products and software, delivering exceptional support and service to customers.