Part of the a large curriculum revamp for the Saks agent onboarding program, these videos lay the foundation for the Lifecycle of a Case so when agents work through systems and processes, they understand the general flow and customer needs.

Facilitator lead (virtual) training focused on integrating soft skills into everyday customer service processes. Includes facilitator lessons, audio roleplays, assessments/activities, and sustainment program.

This simulation helped Saks customer service agents get hands on experience with their systems prior to gaining access. This allows agents to gain experience in a safe environment and the reporting functions allow team leads to understand skill gaps so they can continue to train them.

Custom quiz game built to help sustain ongoing soft skills training and coaching. This tool helps agents recall and then apply soft skills in scenarios. Includes custom scoring system and personalized game play.

Saks deployed it’s new Workforce Management tool in Jan. 2023. Because of their existing off-site BPO infrastructure, a clear change management rollout was needed that included training videos, announcements, and job aids.

Consultant project to revamp Knowledge Management system used by front line customer service agents. The goal was to improve system searches/functionality and create a style guide to make articles more efficient.

Online course including custom design, course content, and assessment.

This simulation and video based course includes storyboard examples, fully narrated directions, and a supplemental job aid.

Architecture website design that showcases large amounts of technical project information and photographs that are presented in a user friendly format.

Online course developed for Chevron Global Aviation. Built from and adapted existing content including custom html video player.