Portfolio
Overview
A leading travel company required a training module to help customer service agents efficiently navigate the Traveler Assistance Platform (TAP). The objective was to ensure agents could quickly access customer profiles, previous searches, and saved payment information, ultimately improving customer experience.
​
​
​Challenges
-
Complex Interface Navigation: Agents needed to locate and interpret key customer details within TAP.
-
Customer Experience Optimization: Ensuring agents could provide fast and personalized service using available customer data.
-
Compliance & Data Handling: Training agents on secure handling of customer payment details.
Instructional Design Approaches
-
Scenario-Based Learning:
-
Agents were introduced to a mission-like storyline, engaging them in interactive problem-solving.
-
Realistic customer interactions simulated common challenges they’d face.
-
-
Guided Walkthroughs & Practice Opportunities:
-
Step-by-step instructions helped agents learn how to retrieve customer details, booking history, and payment methods.
-
Decision points tested their ability to apply knowledge in real-time.
-
-
Microlearning Elements for Efficiency:
-
Bite-sized lessons on specific TAP functions (e.g., searching past bookings, accessing saved payment details).
-
Visual breakdowns of key TAP sections, including the Customer Profile Panel.
-
-
Assessment & Reinforcement:
-
Knowledge checks prompted agents to apply what they learned.
-
End-of-module quiz ensured comprehension of navigation and compliance standards.
-
Results & Impact​
-
Enhanced Customer Satisfaction: Faster booking assistance and personalization improved customer ratings.
-
Compliance Adherence: Proper handling of saved payment data minimized errors and security risks.
Overview
A travel company required a comprehensive training program for customer support agents handling Irregular Operations (IROPs). The goal was to equip new agents with the necessary skills to effectively assist customers facing disruptions in their travel plans.​
​​
​Challenges
-
Identifying IROP Calls – Agents needed to recognize and categorize irregular operations correctly.
-
Navigating Policies & Resources – Ensuring agents could efficiently access knowledge base articles and trip details.
-
Adapting to a New System – Training had to cater to new and experienced agents, considering software terminology and navigation changes.
​
​Instructional Design Approach
The training followed a blended learning format, incorporating eLearning and Instructor-Led Training (ILT) to enhance engagement and knowledge retention.
​
Project Deliverables
-
eLearning Course: Developed using Articulate Rise & Storyline, incorporating interactive scenarios and guided practice.
-
Facilitator Guide: Provided structured ILT support with additional scenarios for extended learning.
-
Learner Guide: Acted as a quick-reference resource for agents.
​
Implementation Plan
-
Training delivered in a blended format, combining self-paced eLearning and instructor-led activities.
-
Scenarios were personalized based on agent experience (new vs. tenured agents).
Evaluation Plan
-
Level 1 – Learner Reaction: Collected feedback on course engagement and effectiveness.
-
Level 2 – Learner Knowledge: Assessed agents’ ability to correctly identify IROP calls and apply knowledge.
-
Level 3 – Learner Behavior: Measured on-the-job performance improvement in handling IROPs.
-
Level 4 – Business Impact: Evaluated efficiency gains in call resolution times and customer satisfaction.
​Key Learning Theories Applied
​
-
Scaffolding: The training gradually introduced core IROP concepts, offering step-by-step guidance before transitioning to independent decision-making.
-
Gagné’s Nine Events of Instruction:
-
Gaining Attention: Animated Powtoon videos introduced learners to four fictional travelers experiencing IROPs.
-
Stimulating Recall: Questions based on real-world scenarios encouraged learners to connect new information with prior knowledge.
-
Presenting Content: The training combined live calls, interactive video scenarios, and step-by-step walkthroughs of the new system.
-
Eliciting Performance: Hands-on case study activities allowed agents to apply their learning in a simulated environment.
-
Providing Feedback: Instructors provided immediate feedback on decision-making.
-
-
Cognitive Load Theory:
-
Content was broken down into manageable segments to reduce cognitive overload.
-
The system navigation training used visual aids and interactive walkthroughs to help agents retain complex processes.
-
-
Mayer's Multimedia Principles:
-
Audio from real calls + animated visual elements enhanced knowledge retention.
-
Interactive decision-making activities ensured agents were actively engaged with the content.
-
-
Experiential Learning:
-
Agents practiced resolving IROP calls using real case scenarios provided by subject matter experts.
-
Live discussions reinforced learning through reflection and problem-solving.
-
-
Dual Coding Theory:
-
Live call recordings, animations, and interactive decision points were combined to support verbal and visual learning.
-
Agents engaged in hands-on role-playing activities, simulating real-world scenarios.​
-
​
Results & Impact
-
Increased Agent Efficiency: Agents navigated IROP cases more confidently and efficiently, reducing call handling time.
-
Enhanced Customer Satisfaction: More accurate and timely resolution of IROP issues improved customer trust and retention.
-
Standardized Training Experience: A structured, scalable learning solution ensured consistency across teams.
Cannabis Cultivation Course
Oui Learning Solutions
While working with Oui Learning Solutions I have developed multiple courses regarding cannabis cultivation. To create these courses I utilized Articulate Rise as my authoring software, and Canva Pro and Adobe Premiere Pro to create engaging informational videos. I created interactive components throughout the courses, as well as formative and summative assessments to gauge understanding and learning outcomes.
