Problem-solving

An important part of being an Instructional Designer includes the ability think critically and analyze data. The following break down describes a project I worked on that involved end-end design of an agenda and accompanying resources used to train over 900 call center agents.

Customer Migration Training Program

Project Context:
A company merger required the migration of over 30 million customers, creating a spike in call volumes. I collaborated with a small team to design a training program to upskill agents. This ensured that they were fully prepared to support this high-impact transition.

My Role

Sr. Learning Associate: Responsible for needs analysis, blended learning design, training observation and recommendations, and iterative improvement.

Process & Skills

  1. Needs Analysis & Stakeholder Collaboration

    • Partnered with SMEs, leaders, and cross-functional teams to identify critical knowledge gaps. This included observing agent performance and capturing actionable feedback.

      • Skills Highlighted: Data-driven design, stakeholder engagement, analytical thinking

  2. Blended Learning Design

    • Developed agendas, interactive activities, WBTs, and companion guides for use during training.

      • Skills Highlighted: Instructional design, learner-centered strategy, content structuring

  3. Training Delivery & Observation

    • Facilitated a three-week training program, observing agent comprehension, engagement, and road blocks.

      • Skills Highlighted: Facilitation, observation, feedback integration

  4. Evaluation & Iteration

    • Measured effectiveness using observations and qualitative data, refining materials for subsequent waves of training.

      • Skills Highlighted: Iterative design, evaluation, continuous improvement

Outcome and Impact

Agents were confident and fully prepared to support the migration. In fact, learner confidence in locating information and performing tasks rose from 56% to 76% after just one wave of training. The final program aligned with business goals and operational needs, demonstrating my ability to turn complex operational changes into effective, learner-centered solutions.