Milan Danielle Cofield has over 10 years of experience in customer service and communications. She received a Bachelor's degree in Communication Studies from the University of North Carolina at Charlotte in 2010. Currently, she works as a Supervisor of Customer Service at Verizon Wireless, where she has been since 2014. In this role, she leads and develops customer service representatives. Previously, she worked as a Senior Customer Service Representative at Verizon Wireless from 2011 to 2014.

1. Milan Danielle Cofield
Page | 1
Education:
Te University of North Carolina at Charlotte, Charlotte, NC
Bachelor of Arts, Communication Studies, December 2010 GPA 3.0/4.0
Work Experience:
Senior Customer Service Representative
Verizon Wireless, Charlotte, N.C
January 2011-February 2014
 Maintain professional integrity while handling of 45+ calls per day
 Adapt to office protocol changes by absorbing information from workshops and trainings
 Meet Performance Agreement according to set monthly metrics
 Troubleshoot customer issues within 10 minutes to meet Average Handle Time goals
 Assess consumer accounts to resolve potential issues by using Wireless Account Analysis
 Create follow ups to see resolutions and escalations through
 Advise customer of additional products and services
 Maintain brand ambassador persona
 Generate and implement new techniques to make calls more efficient
 Share best practice initiatives with team mates through teambuilding and active communication
 Mastered ACSS program and CTI tool to complete call work in a timely fashion
Supervisor of Customer Service
Verizon Wireless, Charlotte NC
February 2014-Present
 Responsible for the leading and development of customer service representatives
 Prepare new information release and positioning sales pitches for front line employees
 Develop and deliver strategic and effective sales pitches and responses to customer inquiries
 Respond promptly to media request and inquires
 Draft and copyedit floor communication documents, social media post, and presentations
 Evaluate quality of customer experience and implement improvements
 Review resumes, perform interviews, provide recommendations for hiring
 Contribute to internal performance communication, presentations, quarterly and annual reporting
 Use quality and customer feedback to identify performance gaps
 Provide frontline employees with daily assignments, define mertcies, foster team and individual
growth
 Collaborate on corporate event planning
 Assign staff to programs and events
Projects / Achievements:
Culture Crew (Verizon Wireless, June 2012-Present)
 Create and maintain b-roll libraries containing event footage
 Prepare media kit for community events
 Publicize community events and functions
 Escort Guest and Attendees to event locations
 Assist with social media updates and create content for publishing

2. Milan Danielle Cofield
Page | 2
 Monitor social media activity
Additional Professional Development:
Public Relations Assistant
Radio Free Charlotte
May 2009-December 2011
 Generate content to be used by on-air personalities in order to increase audience size
 Monitor Social Media for tending topics of discussion
 Copy edit blog post, campus communication, social media post, and web content
 Collaborate with Public Relations Director and Faculty Advisor to identify content creation
opportunities
Assistant Evening Teacher
Kids R Kids Inc.
August 2007-January 2011
 Create activities in order to build character for children
 Oversee children from the age of 2-12 in small groups
 Assist children with classroom activities to measure effectiveness and understanding
 Positively influence children’s lives through close interaction
 Create a safe and nurturing environment
 Build relationships with parents in order to engage parents in the learning process
 Create daily news letters reporting children’s daily activities for parents
 Create and maintain social media and email communication for families
 Multi-task between working with children and ensuring children’s safety
Sales Associate
Party City Co.
October 2006-Setempber 2007
 Assist customers with purchases
 Participate in monetary transactions
 Greet customers as they enter and exit store
 Ensure all products were well stocked
 Report to management when products needed to be reordered
 Organize merchandise on shelves
 Maintain store cleanliness and neatness
 Assemble display boards and presentations to advertise new products
Additional Skills:
 Expert knowledge and active professional use of social media outlets across all platforms
 Expert Knowledge of photo editing and film editing software across all platforms
o Final Cut Pro, Photo Shop, Light Room
 Proficiency in Microsoft Office programs across all platforms
o Outlook, Power Point, Excel