Examples of My Work
Case Creation Scenario Assessment
This assessment was created to give feedback and assess agents on how they were classifying calls in our new CRM. See the eLearning Module here.
Do Not Call- eLearning
Do Not Call for Sales- Full.pptm.pdfThis is a printed version of a storyline module that was created in order to train call center employees on the Do Not Call policy and procedures.
Please see the Customer Care version of this training at this link.
Overcoming Workplace Conflict
The following outline and storyboard were designed to create a storyline based course about Overcoming Workplace Conflict.
Overcoming Workplace Conflict.docxOvercoming Workplace Conflict Storyboard.pptxSPARK: Field Manager Onboarding Program
This hybrid program was developed to onboard new managers in our field branches remotely. It included asynchronous and synchronous elements through live training sessions, eLearning, and a book club to set new managers up for success while eliminating the company expense of having new managers travel for onboarding. The below document is an excerpt from the leader guide that was designed for this curriculum.
SPARK LG for Portfolio.pptx.pdfEmerging Leaders Program Announcement
ELP Brochure.pdfThis is an example of an announcement I developed in order to let employees know about a leadership program that our company would be offering to them!
Escalations- New Hire Training
This is an excerpt from new hire training of a lesson that was developed in order to explore how to be empathetic when speaking with a customer.
NHT Session 3 Escalations Sample Redacted.pdf