Project Title: Handling Complaints Facilitator Framework
Tools Used in Development: Google Doc
Time in Development: 8 Hours
Client: Enova
Challenges: A new position was established within the company to address complaint and refund processing. The individuals selected for this role had no prior experience with complaints or the associated processing tasks, as these responsibilities were not part of their previous roles.
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Solution: To address the challenge of training associates for a new complaint and refund processing role, I developed a concise three-day remote program. Utilizing a blended learning approach, each day focused on a distinct objective: identifying complaints, processing them, and handling refunds. This streamlined method prevented cognitive overload, included knowledge checks for reinforcement, incorporated simulated eLearning for practical application, and allowed time for associates to shadow managers. This comprehensive yet succinct approach aimed to efficiently equip associates with the essential skills for their newly established positions.
Results: In progress.
Fictional Case Study
Project Title: (Facilitator Guide) CPR Training
Tools Used in Development: Google Doc
Time in Development: 6 hours
Client: Hephzibah Children's Association
Challenges: 20 new hires have never been trained in CPR and first aid. Based on laws, child care workers must
be trained.
Solution: Instructor-led training was set up at Hephzibah led by certified professionals to train the new staff in basic CPR and first aid.
Results: All 20 participants became certified in CPR and first aid upon completion of the training.
Disclaimer: This is not a real training. It is only a sample piece created for my portfolio.
