Hi, I'm Candace, an Instructional Design Sr. Manager supporting Customer Service Operations Strategy & Execution
Hi, I'm Candace, an Instructional Design Sr. Manager supporting Customer Service Operations Strategy & Execution
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I have 5+ years of Instructional Design and 10+ years of Training Delivery experience at Verizon.
At Verizon, I partnered with senior leaders to translate complex business objectives into scalable learning programs. My work contributed to reducing customer churn by 6.3%, increasing program adoption rates above 90%, and significantly accelerating speed-to-competency for frontline teams.
My specialties include:
Rapid (just-in-time) learning development to drive behavioral change
Large-scale onboarding including eLearning, instructor-led, and blended programs
Blending ADDIE with Design Thinking for structured, user-centered learning
Learning & Development Agile Project Management
Project Showcases
Project Showcases
After redesigning Verizon’s re-onboarding experience for employees returning from FMLA, I focused on a critical gap: preparing frontline leaders to support it effectively. Here’s how I upskilled 500+ frontline leaders to support the new process and improve the employee experience with empathy, consistency, and transparancy.
In early 2025, trend analysis revealed a recurring late-Q1 churn pattern in our customer service organization, one that historically resulted in significant revenue loss. Before a planned price increase had even been announced publicly, I identified that our international vendor teams, many of whom were lower-tenure agents working in a second language, were not equipped to handle the surge of emotionally charged disconnect calls that was coming.
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Working with Candace....
Working with Candace....
Adam Fosnaugh
Design Consultant
Verizon
Michael Brown
Project Manager
Verizon
Chris Rowan
Assoc. Director
Verizon
“Candace is a rare talent who perfectly balances high-level project management with deep empathy for the learner. I’ve partnered with her for 5+ years and have always been impressed by her ability to distill complex business problems into simple, manageable learning experiences. She is an expert at "managing up," handling competing stakeholder priorities with total professionalism. If you need someone who can advocate for the user while ruthlessly hitting business goals, Candace is the ideal choice.” -Adam F.
“I loved working with Candace! She is a creative, innovative and thoughtful peer who helped me shape ideas that had to teach, reinforce and move our frontline forward.
Candace was a great partner. She collaborated with me on many projects and programs. She offered up innovative ideas to better engage the audience and really worked hard to exceed my expectations.
I would work with Candace again in a heartbeat. She's a true leader, passionate and enthusiastic with anything she works on. Candace is organized, detail oriented and a great team player. Scoop her up if you have the chance!” -Michael B.
“I've worked with Candace for several years at Verizon, and she is hands-down one of the most tenacious problem-solvers I've led. Candace has a unique ability to take "vague" and turn it into "valuable."
She is a rare talent who is equally skilled in both the design and delivery of training. I've watched her navigate complex projects with a fearless communication style, doggedly tracking down information and keeping stakeholders engaged to meet tight deadlines. Above all, she is a conscientious leader who isn't afraid to step up, guide her peers, and advocate for the right path forward. If you need someone to build structure where none exists and lead with passion, Candace is the person for the job.” -Chris R.
Lissie Bailey
Customer Education Leader
Verizon
Ashley Bostick
Sales Sr. Trainer
Verizon
“Candace is the kind of leader who doesn't just manage a team; she builds talent. As my Lead in L&D, she was instrumental in shaping my own delivery skills, effectively bridging the gap between theory and practice. She balances a deep, technical passion for Instructional Design with a genuine dedication to mentorship. She created an environment where I felt challenged to grow and supported to succeed. Any organization looking for a leader who can elevate the quality of their training and the confidence of their team needs Candace.” -Lissie B.
“Candace doesn’t just execute strategy—she elevates it. She has a gift for aligning solutions with business goals, ensuring every project delivers measurable impact. Beyond her technical skills, Candace is approachable, innovative, and deeply committed to helping others grow. If you’re looking for someone who can lead with vision, deliver with precision, and inspire those around her, I wholeheartedly recommend Candace.” -Ashley B.
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