Challenge: Call center agents at QuickConnect often possess basic communication skills but may struggle with high-stress conversations or handling customer objections effectively. This leads to lower customer satisfaction rates.

Solution: I designed a blended learning program for agents to develop techniques for empathetic listening, conversational control, and resolution strategies to improve customer satisfaction. This training begins with an introductory eLearning module, and then a week later, employees participate in an ILT with a case study video and role-playing scenarios. 

Tool Used: Google Docs, Articulate Storyline, Canva, VyondGo (AI), Adobe Illustrator

Challenge: NursePros is a pediatric home nursing agency who recently had some newly hired staff quit. They wanted to retain quality nurses during a shortage. 

Solution: We determined that a more comprehensive onboarding course would help to prevent retention issue in the future. I designed a course for new hires to know what to expect on the job, so that the nurses and clients are happy. The module you'll see here is 508 Compliant with only Advanced Accessibility interactions. 

Tools Used: Google Slides, Google Docs, Canva

Challenge: StorageCo is a storage unit rental company. Through reviewing documentation in their project management software Breeze, it became apparent that employees were not consistently following company policy in the delinquency and foreclosure process.  

Solution: I created this storyboard and course to review those procedures, including a branching scenario to practice their skills.  

Tools Used: Google Slides, Canva, Articulate Storyline

Challenge: Online entrepreneurs often need guidance in establishing effective email marketing campaigns.  

Solution: I built this storyboard for a Rise course that walks learners through setting up their first campaign with ConvertKit.  

Tools Used: Google Slides, Canva, Articulate Rise

Challenge: StorageCo is a storage unit rental company. Through reviewing documentation in their project management software Breeze, it became apparent that employees were not consistently following company policy in the delinquency and foreclosure process.  

Solution: In addition to creating an eLearning course, the client and I decided that the first module should begin with an animated video emphasizing the objectives of the course.

Tool Used: Google Docs