Charles McNeil

Experience

• 

  Verizon

  Mar 2007 - Feb 2015

  • Operated in a self-driven environment working on multiple projects and initiatives simultaneously related to call center operations, sales, and training initiatives.• Partnered and consulted with requestors across several business units, conducting needs analysis related to the creation of video communications to be used in internal training and front line team meetings.• Directed over 100 ad-hoc teams as producer (Project Manager) to build video communications for multiple organizations such as Sales, Customer Service, B2B and CS Operations.• Utilized adult learning theory to develop effective scripts for videos that not only teach but entertain.• Managed multiple simultaneous projects and delivered on time and on budget with a 98% success rate. Show less • Provided classroom management and leadership in large scale trainings.• Reviewed training materials to ensure integrity and accurate information being provided to participants.• Collaborated with HR to deliver product knowledge trainings for HR professionals to be knowledgeable when fielding questions at job fairs, etc.• Onboarded Alltel technical trainers in Mankato MN and El Paso Texas, training them on Verizon Wireless technical support systems and training processes and procedures.• Recognized subject-matter expert on tier 1 troubleshooting and often called into Customer Service New Hire classes to conduct the troubleshooting modules. Show less

  • Sr Analyst-Marketing

    Aug 2012 - Feb 2015

  • Sr Trainer - Customer Service

    Mar 2007 - Aug 2012
• 

  Verizon

  Apr 2017 - Jun 2018

  1 year project • Leveraged advanced proficiency in MS Excel/Google Sheet applications to perform database cleanup for active Georgia/Alabama cell tower build projects.• Supervised contract workers in database cleanup projects and bulk updating internal databases.• Analyzed current projects utilizing multiple internal database tools to identify breakdowns in processes and work with internal application developers on fixes. Customer Relations Team Tech Expert, working with escalated customers to find solutions.

  • Network Project Coordinator

    Jun 2017 - Jun 2018

  • CRT Tech Expert

    Apr 2017 - Jun 2017
• 

  Verizon

  Mar 2019 - Oct 2021

  Executive Relations Analyst

  • Negotiated with escalated external customers regarding issues related to their wireless service, including device operation, warranty service, insurance claims, billing issues, and interactions with salespeople, acting as the final escalation point.

• 

  Verizon Business

  Oct 2021 - now

  Instructional Design Consultant

  • Utilize Adult Learning Theory to compose impactful learning experiences for Verizon Business.• Function as video production consultant for internal and external training teams.• Create multiple learning albums, assessments, and interactive OLTs for use across Verizon Business.• Facilitate scoping meetings with subject-matter experts from multiple departments.• Incorporate AI tools the process of learning deliverables creation.