Customer Service Digital Marketing

Charmaine Reiner

*********.******@*****.*** • www.linkedin.com/in/charmainereiner • Hilliard, OH • 614-***-****

Digital Marketing Specialist

Creative Digital Marketing Specialist with strategic agility in executing marketing communication tactics that build brand awareness, compel action and achieve business initiatives. Highly collaborative storyteller with strong verbal, written and organizational skills, who establishes constructive key partnerships with all levels through listening, consulting and integrity. Self-driven project manager with proven initiative, accountability and problem-solving approach. Able to manage multiple priorities in a fast-paced environment. Adaptable, quick learner with new systems, processes and tools.

•WordPress Content Optimization

•Journalistic AP Style Writing

•Newsletter & Blog Management

•PR & Social Media Strategies

•Strong Attention to Detail

•Digital Campaign Strategies

•Proficiency in Microsoft Word, Excel & PowerPoint

•Copywriting, Editing & Proofing

•Project Leadership & Management

•Client Account Management

•Tableau Data Analysis & Reporting

Career Experience

VERIZON WIRELESS, Hilliard, OH 10/2000 – 03/2019

Senior Analyst - National Customer Service Operations, 08/2014 – 03/2019

Performed as subject matter expert for enterprise Customer Service operations, managing holistic, innovative communication projects designed to simplify the customer/employee experience. Prepared flawless senior leadership messaging ensuring directives for delivering a superior digital experience.

Expedited creative messaging and resource content for monthly engagement campaigns between Executive VP and 12,000 staff members to translate operational benefits of new desktop technology enhancements inspired by employee feedback and recommendations.

Led weekly communication/training partnership calls with cross-functional stakeholders to manage editorial calendars, outline copy for websites, intranet, newsletters, blogs and plan graphic designs.

Partnered with digital product managers and marketing operations to create customer copy and instructions to prompt utilization of self-serve digital app and transaction touch points.

Prepared strategic Go-to-Market content and resources for innovative products, pricing, apps and consumer reward services, ensuring launch confidentiality and boosting demand and sales.

Evaluated Tableau analytics for enterprise intranet communication tool and translated quantitative and qualitative metrics into audience readership optimization strategies.

Liaised with senior leadership, Public Relations, Legal and Social Media to write urgent Press Releases to address customer concerns regarding complex wireless industry developments.

Analyst - National Customer Service Operations Employee Engagement, 02/2011 – 08/2014

Established a virtual community for enterprise headquarters customer service operations staff of 3,000, and promoted organizational mission of Innovate, Transform, Evolve.

Spearheaded implementation of re-branded employee website, managed copy content including business storytelling, blog correspondence, and led editing to ensure appropriate branding, AP style copy, strong voice and correct grammar.

Increased the effectiveness of internal communication by streamlining the employee request queuing system and providing in-depth training to all stakeholders.

Projects Analyst - Midwest Customer Service Operations, 10/2000 – 02/2011

Managed regional and nationwide quarterly employee incentive marketing campaigns to achieve forecasted sales and revenue goals, improve customer loyalty and increase employee engagement.

Championed incentive implementation process by consistently managing budgets, securing governance approvals, collaborating with IT systems to secure accurate employee performance tracking and preparing messaging copy for emails, websites and video scripting.

Collaborated with external vendors to design and release print and direct mail campaign materials.

AIRTOUCH CELLULAR, Dublin, OH 03/1994 – 11/1999

Manager/Senior Representative - Account Management, 08/1995 – 11/1999

Client Manager to 75 assigned B-to-B accounts, providing daily customer service management, renewing annual service contracts and recommending process improvements to meet client’s needs.

Managed, mentored 6-member team and coached on relationship development best practices to ensure customer satisfaction and retain an established book of business.

Liaised between clients and Direct/Corporate/National Account Sales teams to grow additional lines of service, provide account administrative support, and arrange for onsite equipment installations.

Awards & Recognition

Operational Leadership Excellence Winner – Verizon Wireless, 2013

Awarded for distinctions in teamwork and process improvement, talent acquisition efforts, and innovative training curriculum design.

Communication Innovation Award – Verizon Wireless, 2011

Recognized for the creation of a new employee website, management of weekly communication strategies, and the design of weekly newsletters.

Education

Bachelor of Science in Business Marketing

The Ohio State University, Columbus, Ohio

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