Our Work
Please browse a sample of the most notable projects below.
Some images and content have been removed or replaced for security and confidentiality purposes.
01
New Hire Training
I led the redesign, optimization, and maintenance of the Global Support Org (GSO) New Hire Training program, covering Customer Experience, Merchant Operations, and Content Operations. Collaborating with stakeholders, including directors and VPs, we identified metrics and engaged subject matter experts (SMEs) to shape the content. My team developed a comprehensive slide deck, fostering an enjoyable learning experience. Working with Training Delivery, we archived materials and conducted train-the-trainer sessions. Notably, I revamped the Content Operations curriculum, aligning it with evolving operational needs through a phased approach that ensured minimal impact on frontline agents' performance metrics during the rollout.
02
F2F to Online Conversion
I converted multiple instructor-led materials into an interactive, updated elearning program. This included many instructional design phases: reviewing existing content with subject matter experts; assessing the learning needs of the call center manager role; and building multiple Storyline modules with current design elements.
03
MO Learning Club
I initiated the MO Learning Club, a monthly training opportunity, delivering refresher courses based on quality monitoring results. This innovative approach reduced email communications to frontline agents by 50%, allowing the Merchant Call Center to increase operational capacity. Agents gained an average of 2.3 additional hours per week, leading to a 5.7% boost in productivity. Utilizing agent performance metrics, I collaborated with stakeholders to refine content and materials, translating each module into six languages monthly. Data-driven strategies enhanced agent productivity and improved merchant satisfaction.
04
Merchant Onboarding
I spearheaded the creation of a groundbreaking onboarding video series for merchants, expanding beyond our team's usual scope. Collaborating with stakeholders from three lines of business across 6 international regions, I developed 19 videos in English, translated into 6 languages, and adapted for the US. These videos, hosted on the company's YouTube site, streamlined agent and merchant training, eliminating the need for separate programs. Utilizing TechSmith's Camtasia, the videos included callouts, shapes, and extensive blurring to safeguard sensitive merchant information. The project comprised 148 videos, reaching over 4,000 international merchants and repurposed for frontline agent training.
05
Salesforce Lightning
This interactive e-learning was created in collaboration with stakeholders in North American and EMEA Merchant Operations to support a rollout of Salesforce Lightning. The agents all had previous experience with Salesforce Classic. Given their familiarity with the tool, I chose to focus the learning to highlight the changes agents would encounter using this new version.
To create a more engaging training tool, I branded it as a “Lightning Preparedness'' checklist that takes the employee through the content in an intuitive sequence while maintaining focus. Each section is interactive and includes a variety of triggers that allow the content to flow for a more enjoyable end-user experience.
By always keeping the learner and their experience with learning in mind, training is more easily developed, consumed, and implemented.