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.• Identifying bugs across multiple a wide range of prodcuts and document them for escalation to the Engineering team when needed.

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.