Ginger Conrad Email & Phone Number

Digital Experience Manager responsible for editing and managing digital support content across multiple platforms.

> Implements Agile and Waterfall Project Management methodologies to streamline project delivery, ensuring adherence to scope, budget, and timeline constraints, thereby maximizing operational efficiency and cost-effectiveness.> Promotes cross-functional collaboration, facilitating seamless project lifecycles and proactive pursuit of follow-up initiatives, enhancing productivity and fostering a culture of innovation within the organization.> Develops performance support… Show more > Implements Agile and Waterfall Project Management methodologies to streamline project delivery, ensuring adherence to scope, budget, and timeline constraints, thereby maximizing operational efficiency and cost-effectiveness.> Promotes cross-functional collaboration, facilitating seamless project lifecycles and proactive pursuit of follow-up initiatives, enhancing productivity and fostering a culture of innovation within the organization.> Develops performance support resources tailored to front-line employees, reinforcing the brand identity and enhancing the customer experience, ultimately leading to improved customer satisfaction and loyalty.> Exhibits advanced proficiency in editing online content and performance support materials, aligning them with organizational objectives to enhance brand consistency and messaging effectiveness, thus driving engagement and customer retention.> Aligns with consumer segment marketing strategies, adapting to evolving consumer behavior and market dynamics at Verizon.> Collaborates closely with content owners to gather essential information and transform technical subjects into user-friendly support content for representatives while following the Editorial Style Guidelines.> Harnesses diverse methodologies and advanced technology to craft compelling and effective performance support resources, online trainings and technical guides.> Demonstrates extensive experience in authoring content using Adobe Experience Manager (AEM) for InfoManager, contributing to the maintenance of a comprehensive knowledge base that supports efficient operations and decision-making processes.> Delivers executive-level presentations with clarity and professionalism, effectively communicating complex concepts and strategic insights, which informs decision-making and inspires confidence among stakeholders, ultimately contributing to business success. Show less

> Proficient in virtual facilitation, adept at effectively collaborating with dispersed teams and managing multiple concurrent projects, resulting in streamlined processes and improved project outcomes.Successfully delivered virtual content for remote agents, meeting tight deadlines, utilizing various tools such as Microsoft Office Suite, G Suite, Adobe Connect, and Webex for efficient leadership and project management.> Successfully delivered virtual content for remote agents… Show more > Proficient in virtual facilitation, adept at effectively collaborating with dispersed teams and managing multiple concurrent projects, resulting in streamlined processes and improved project outcomes.Successfully delivered virtual content for remote agents, meeting tight deadlines, utilizing various tools such as Microsoft Office Suite, G Suite, Adobe Connect, and Webex for efficient leadership and project management.> Successfully delivered virtual content for remote agents within strict timelines, leveraging various tools such as Microsoft Office Suite, G Suite, Adobe Connect, and Webex, thereby optimizing leadership efficiency and project management effectiveness.> Developed interactive virtual classroom curriculum tailored to diverse training needs, utilizing adult learning methodologies to ensure alignment with business priorities and desired outcomes, thereby enhancing employee performance and productivity.> Constructed a virtual tool library to optimize Adobe Connect 9 utilization, resulting in improved efficiency and effectiveness of virtual training sessions.> Established strategic relationships with leadership, overseeing training projects from inception to implementation to meet company objectives, fostering organizational growth and success.> Managed editorial duties and conducted copy editing for a bi-monthly Learning and Development newsletter, ensuring accuracy and clarity of communication, thereby enhancing employee engagement and morale. Show less

> Directed the dissemination of training initiatives and policy updates to the team, ensuring prompt and effective communication that fostered alignment and adherence to organizational goals.> Elevated the Verizon brand during customer interactions by actively listening and delivering well-balanced solutions, resulting in enhanced customer satisfaction and loyalty.> Provided leadership guidance by mentoring Customer Service Pro employees through personalized… Show more > Directed the dissemination of training initiatives and policy updates to the team, ensuring prompt and effective communication that fostered alignment and adherence to organizational goals.> Elevated the Verizon brand during customer interactions by actively listening and delivering well-balanced solutions, resulting in enhanced customer satisfaction and loyalty.> Provided leadership guidance by mentoring Customer Service Pro employees through personalized partnerships, action planning, and customized coaching, resulting in improved team performance and employee development.> Implemented performance-based contests aimed at reinforcing customer retention strategies and promoting team unity, driving increased customer loyalty and satisfaction.> Facilitated bi-weekly focus groups to gather best practices and recommend process enhancements, delivering valuable insights to upper management for informed decision-making and continuous improvement.> Coordinated weekly meetings between the North East Area loyalty team and center leaders to ensure alignment on retention call strategies, fostering consistency and effectiveness in customer interactions. Show less

> Developed tailored virtual training resources for newly onboarded remote customer service agents and coaches, integrating diverse learning techniques, multimedia elements, and materials, resulting in accelerated onboarding and improved job proficiency.> Utilized Adobe Connect 9 and Webex platforms to enhance training content with interactive features, fostering engagement and collaboration among team members, thereby promoting a cohesive team culture and improving overall… Show more > Developed tailored virtual training resources for newly onboarded remote customer service agents and coaches, integrating diverse learning techniques, multimedia elements, and materials, resulting in accelerated onboarding and improved job proficiency.> Utilized Adobe Connect 9 and Webex platforms to enhance training content with interactive features, fostering engagement and collaboration among team members, thereby promoting a cohesive team culture and improving overall performance.> Provided personalized and interactive support to new employees during live calls, leveraging communication platforms such as Jabber, email, Right Touch, ICT, and Verint, resulting in enhanced employee confidence and proficiency in customer service delivery.> Demonstrated expertise in content and skill development during coaching sessions, employing role-playing and situational exercises to reinforce learning objectives and establish performance targets, leading to improved employee skills and job Show less

> Facilitated hands-on experiential learning sessions at employees' desks for over 300 individuals within a 5-day period, resulting in improved center performance and proficiency with a new performance support resource.> Managed a tier 1 troubleshooting agent trial for 100+ employees as part of a new program initiative, providing on-the-floor support and promptly reporting system outages to IT, thus enhancing operational efficiency and resolving technical issues… Show more > Facilitated hands-on experiential learning sessions at employees' desks for over 300 individuals within a 5-day period, resulting in improved center performance and proficiency with a new performance support resource.> Managed a tier 1 troubleshooting agent trial for 100+ employees as part of a new program initiative, providing on-the-floor support and promptly reporting system outages to IT, thus enhancing operational efficiency and resolving technical issues swiftly.> Directed the Net Promoter Score customer contact program, ensuring comprehensive supervisory team coverage and instituting a weekend rotational assignment to promptly address all customer concerns within a 24-hour timeframe, thereby bolstering customer satisfaction and loyalty. Show less

Charleston, Sc

Conducted daily reviews, analysis, and delegation of customer surveys, with additional responsibilities such as handling call backs and resolving conflicts. Generated trending analysis reports for timely supervisory feedback and took charge of handling escalated customer calls.

> Created comprehensive face-to-face training sessions tailored for newly onboarded call center customer service agents, incorporating various learning methodologies, multimedia elements, and materials, resulting in expedited onboarding and enhanced job proficiency.> Applied principles of adult learning to enhance retention rates among trainees.> Offered personalized and interactive assistance to new employees during live calls, contributing to increased employee… Show more > Created comprehensive face-to-face training sessions tailored for newly onboarded call center customer service agents, incorporating various learning methodologies, multimedia elements, and materials, resulting in expedited onboarding and enhanced job proficiency.> Applied principles of adult learning to enhance retention rates among trainees.> Offered personalized and interactive assistance to new employees during live calls, contributing to increased employee confidence and competence in delivering exceptional customer service.> Demonstrated proficiency in developing content and honing skills during coaching sessions, utilizing techniques such as role-playing and situational exercises to reinforce learning objectives and set performance benchmarks, ultimately improving employee skills and job performance. Show less

> Provided support to customers encountering billing concerns, navigating complex account issues, and handling escalated situations, contributing to improved customer satisfaction, retention, and loyalty.Implemented a peer coaching initiative aimed at improving credits per call performance, leading to enhanced operational efficiency and cost savings. > Analyzed credits per call reports and conducted comprehensive research sessions to pinpoint the root causes of credits issued… Show more > Provided support to customers encountering billing concerns, navigating complex account issues, and handling escalated situations, contributing to improved customer satisfaction, retention, and loyalty.Implemented a peer coaching initiative aimed at improving credits per call performance, leading to enhanced operational efficiency and cost savings. > Analyzed credits per call reports and conducted comprehensive research sessions to pinpoint the root causes of credits issued by team outliers, thereby addressing underlying issues affecting performance. Established individual goals and action plans for team members exceeding $2.50 per call, successfully implementing action plans that resulted in a savings of $0.50 per call on credits, demonstrating tangible improvements in financial metrics and operational effectiveness. Show less

> Provided outstanding customer service to cultivate customer loyalty, evidenced by consistently high survey scores and positive feedback, contributing to increased customer retention and brand reputation. > Demonstrated proficiency in utilizing training resources to effectively manage customer relationships and deliver optimal solutions, resulting in enhanced customer satisfaction and loyalty.

Charleston, Sc

> Managed bar inventory operations, strategically crafting weekly restocking orders and introducing seasonal drink recipes to maximize resource efficiency, resulting in cost savings and minimized waste. > Maintained rigorous compliance with state and local liquor regulations, mitigating legal risks and safeguarding the establishment's reputation.

Charleston, South Carolina

> Engaged in a seasonal hospitality sailing project catering to tourists and private groups, contributing to leisure and entertainment experiences.> Collaborated with the boat captain, handling main sheet and bowman responsibilities to ensure secure and proficient harbor navigation.> Ensured adherence to SC Department of Natural Resources safety guidelines by effectively communicating all ship procedures before, during, and after sailing.> Managed accounts… Show more > Engaged in a seasonal hospitality sailing project catering to tourists and private groups, contributing to leisure and entertainment experiences.> Collaborated with the boat captain, handling main sheet and bowman responsibilities to ensure secure and proficient harbor navigation.> Ensured adherence to SC Department of Natural Resources safety guidelines by effectively communicating all ship procedures before, during, and after sailing.> Managed accounts receivable and payable, while overseeing perishable inventory to uphold efficient financial and operational processes. Show less

> Implemented standardized training protocols and a learner-centric approach to onboard new hires effectively, resulting in accelerated skill acquisition and reduced training time. > Ensured comprehensive understanding of state and federal safety regulations among employees, utilizing Bloom's Taxonomy principles to enhance training effectiveness and regulatory compliance.

Master Of Business Administration - Mba, Marketing

Activities and Societies: Honors student. President's list 27 consecutive quarters. Not quite completed.

Bachelor Of Business Administration - Bba, Business Administration, 4.0

Activities and Societies: Dean's List Major-Project Management

Associate Of Arts - Aa, Business Administration And Management, General, 4.0

Communication And Media Studies

Activities and Societies: Advanced Swimming, Geology

Diploma, Honors, 4.0

Activities and Societies: Marching band, Charleston Youth Symphony Orchestra.