1. MONICA L. COOPER
95 Willow Bend Way, Arlington, TN 38002 | (901) 240-6902 | mlmcooper1976@yahoo.com
PROFESSIONAL EXPERIENCE
Customer Experience Director 2010 to Present
AT&T Greater Memphis, TN Area
As the Customer Experience Director for AT&T, I have been charged by my Regional Sales Director to
plan and execute strategic sales plans to increase customer retention and to ensure customer satisfaction
with our products and services.
Based out of the Bartlett, TN location, I provide our representatives and management members training
on our retention plans and new products. I also perform evaluations of management and representatives
to measure performance to plan. I am also the highest on-site escalation point for customer complaints,
which I resolve to our customer expectations.
My Key Success Metrics:
 Doubled Annual Sales Average from $640,000 to $1,203,000
 Increased Customer Satisfaction from 58% to 96%
 Increase Customer Retention from 64% to 91%
 In the Top 10 of Regional Sales for 7 consecutive quarters
During my time at AT&T, I have been promoted twice, which reflects my capability as well as my
commitment to excellence. I started as an Inside Sales Representative in 2010. Through my diligence
and enthusiastic customer engagement, I was able to increase customer sales and retention in the
Bartlett, Covington, and Collierville, Tennessee company-owned stores significantly and I continue to use
these skills in my current role.
In 2012, I was promoted to Assistant Location Manager, running the Southaven, Mississippi company
store where I managed 27 representatives. I directed all sales, including managing business accounts
and procurements. I also provided coaching to my team on how to achieve their goals. I work hard to
make sure my team is able to perform as required and to do so in a collaborative way.
In 2015, I was promoted into my current role as the Customer Experience Director, bringing my
experience and ability to retain and support our customers, as well as engaging our representatives to be
the best ambassadors of our company.
Disney Independent Agent 2013 to Present
Academy Travel Greater Memphis, TN Area
As an independent travel agent for Disney Vacations at Academy Travel, I help my clients have the best
possible vacation experience at “The Most Magical Place On Earth.” I am trained on the DTA booking
software packages to provide a seamless booking experience and positive outcomes for my clients.
Through the Disney College of Knowledge, I have been instructed on the features and amenities
available through the Disney brand. During my time, I have:
 Increased my client base 425% from 2013 to present.
 Increased my bookings from $8,300 to $48,600 annually.
 70% of my new customers are from satisfied customer referrals.

2. MONICAL. COOPER
Outside Sales Account Executive 2009 to 2010
Unique Kitchens Bartlett, TN
As the Outside Sales Account Executive for Unique Kitchens, I was responsible for sales and project
management of simultaneous kitchen remodels and new installations from inception to completion.
Utilizing my degree in Interior Design, I was the head design consultant for all projects. I worked directly
with our vendors to negotiate pricing, procure materials, manage invoicing, and set schedules. In one
year alone, I increased our customer base by 320%.
Inside Sales Representative 2004 to 2009
Creative Kitchens Memphis, TN
As the Inside Sales Representative for Creative Kitchens, I was responsible for direct to customer sales,
builder sales and design of our customers’ new and remodel kitchens and bathrooms. I worked
simultaneously with our vendors, customers, and contractors to facilitate a seamless construction of these
unique spaces. As a key management and design employee, I helped the company achieve a soft-
landing in the post-recession era.
Floor Manager 2001 to 2004
Samuels Furniture and Interiors Memphis, TN
As a Floor Manager for Samuels, I assisted our clients by creating distinctive home furnishing designs
that reflected that specific customer’s tastes and preferences. I would travel to customer homes to
understand the layout and needs within their specific space. I also managed merchandise pricing,
receiving, sorting, and delivery. Sold over $2.4 million in merchandise over 4 years.
Contractor Sales Representative 1999 to 2001
Lighting Galleria & Bath Odyssey Memphis, TN
As the Contractor Sales Representative for Lighting Galleria & Bath Odyssey, I helped our clients with
lighting and electrical layouts, fixture selection, and overall home ambiance. I assisted in project
management, sales, and merchandise ordering and delivery. I also created designs for showroom
merchandise placement and company sales plans.
EDUCATION
Bachelor of Arts (BA), Interior Design Memphis,
TN
University of Memphis
Former Member & Treasurer of Alpha Delta Pi, Gamma Eta Chapter
CERTIFICATIONS
 AT&T Sales Management Certification (2012)
 AT&T Direct Business SalesCertification (2012)
 AT&T Leaders as Coaches Certification (2013)
 Disney Destination Genius (2013)
PROFESSIONAL & BUSINESS AFFILIATIONS
Communications Workers of America (CWA) 2010 to 2012
Member of CWA during my time as an Inside Sales Representative for AT&T