Portfolio
SALES TRAINING - TRAVEL INDUSTRY
OVERVIEW:
Traveler Assistance Platform (TAP) Training Module
Designed an interactive training for a leading travel company to help agents efficiently navigate the TAP system. The course used scenario-based learning with mission-style storylines, realistic customer interactions, and guided walkthroughs to reinforce navigation skills, compliance, and customer personalization. Decision points and knowledge checks ensured real-time application.
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Impact: Agents delivered faster, more personalized support, boosting customer satisfaction while reducing compliance errors with payment data.
CALL CENTER AGENT TRAINING - TRAVEL INDUSTRY
OVERVIEW:
Developed a blended learning program for a leading travel company to train agents on handling irregular operations (IROPs). The solution combined eLearning (Articulate Rise & Storyline) with instructor-led training, featuring interactive scenarios, case studies, and real call recordings. Training was scaffolded with step-by-step walkthroughs, animated video intros, and experiential role-play, ensuring agents could confidently identify IROP calls, navigate policies, and apply compliance standards.
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Impact: Reduced call handling time and boosted customer satisfaction by equipping agents with faster, more accurate approaches to resolving disrupted travel plans.
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.
