Backstory
As part of Talent & Development, I've upskilled and empowered employees around the world.
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Through every phase of their lifecycle from on-boarding to peer coaching,
I've created learning experiences that engage, challenge, and grow their skills and careers.
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Below are some of my favorite projects for an array of stakeholders–from client care to cybersecurity.
Note: some information has been truncated or generalized for confidentiality.
Value Realization Academy
Audience:
Global Client Success Managers
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Objective: Build 4 critical skills that enhance commercial strategy.
​Improve time to revenue, identify sales leads, and increase product adoption to ultimately realize value for clients.
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Impact: Average NPS 65-75. 90% of learners feel more confident in their new skills than before training.
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​Format: Human Centered Design process resulting in VILT, Online collaborative platform, experiential fieldwork. One year program designed to maximize learning in the flow of work.
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First Client-facing Digital Library
Audience: External professionals who want to develop their careers in the payment industry.
Objective: Enhance Visa's live external facing training by creating a vast, on-demand digital courses featuring industry experts.
Impact: As part of the founding team, I co-produced a Proof of Concept that scaled up to a 500 + video library ​​from Fraud & Risk to the Introduction to the Payments Landscape. This not only provided additional revenue stream, but deepened client relationships by up-skilling their staff.
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Format: Online video, asynchronous.
Changemakers Webinar
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Audience: Change Management professionals looking to boost their effectiveness in change-related training. The focus was tied to the "Knowledge" part of their ADKAR series (part of Prosci). This group is often tasked with scrambling to create their own courses in short deadlines with little instructional design direction.
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Objective: ​ Introduced strategies and learner centric approaches they could use to equip people with the right knowledge and skills required for change.
Impact: Designed virtual instructor-let presentation with actions they later applied ​included mapping knowledge needs to 'the change' and its business goals to discovering learner personas.
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Voice Biometrics
Audience: Internal and external audiences
Objective: Introduce the general concept of voice biometrics as an enhancement to customer experience and client risk management.
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Format: Wrote/Voiced/Produced using Animaker
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* Video edited down from original for confidentiality.
Then there are the Agile moments. Pop Up Projects. Time to Pivot.
Scenario-based online experience authored in Storyline (PoC). Upskill recently graduate journalists on proper interview techniques for profile stories.
Created 100 question online exam in Storyline for employees to earn certification for Lean Sigma Six–renowned business efficiency methodology.
Produced video simulations of software navigation with narration.​​