1. Milan Danielle Cofield
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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
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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