Embedded Files
Here’s where strategy meets creativity—just a glimpse.
The examples shared here offer a small window into how I approach instructional design: strategic, collaborative, and results-driven. Due to intellectual property agreements, much of my past work remains proprietary to my former employer. That said, I’m actively building and sharing new examples that reflect my skills, creativity, and learning design philosophy. This portfolio is a work-in-progress—thank you for your understanding as I continue to expand it.
Mastering In-Demand Soft Skills to Accelerate Your Career
Mastering In-Demand Soft Skills to Accelerate Your Career
Description:
This is an example of a 2 hour trainer-led course. This course is a component of a leadership or employee development program.
Learning objectives:
1. Learn about the top 11 in-demand soft skills.
2. Explore practical ways to develop these soft skills.
3. Apply the soft skills to real world scenarios.
Tools used:
Content built in Articulate Rise 360.
Google Chrome extension "Mighty" used to provide additional content block options in Rise 360.
Microsoft PowerPoint used to design complementary slides used by trainer.
Adobe Creative Cloud for Stock Images
YouTube for videos
Tap into AAA: Help, Deals, and Value at Their Fingertips
Tap into AAA: Help, Deals, and Value at Their Fingertips
Description:
Self-guided learning example that could be used as part of a new hire program. This course could also stand alone as a member services reinforcement training booster or available on-demand.
Please note: This example was created for interview purposes.
Learning objectives:
1. Explain how the AAA Auto Club app enhances the customer experience by providing faster, more convenient access to roadside assistance, travel discounts, and membership benefits.
2. Describe the key features of the AAA Auto Club app that align with common member needs, such as emergency help, trip planning, or account management.
3. Demonstrate how to confidently promote, position, and assist members in downloading and navigating the AAA Auto Club app during a live or phone interaction.
4. Apply appropriate scenario-based responses to member inquiries by referencing specific AAA Auto Club app benefits that resolve their immediate concern or add perceived value.
Tools used:
Articulate Storyline 360
Vyond Go
ChatGPT
Tap into AAA: Help, Deals, and Value at Their Fingertips
Instructor-Led Training
Tap into AAA: Help, Deals, and Value at Their Fingertips
Instructor-Led Training
Description:
Audience: Member Support Employees
Purpose: To drive digital adoption of the AAA Auto Club app and reinforce how app usage connects directly to KPIs like NPS, FTR, and Member Retention.
Showcasing the value of the AAA Auto Club app to each and every customer can move the needle and impact AAA's Key Performance Indicators (KPIs).
In this training, we will learn about the app, features, and how to drive digital app adoption by positioning the value. We will explore various common customer scenarios, how to position the AAA Auto Club app to the customer, and how every interaction moves the KPI needle.
Please note: This example was created for interview purposes.
Learning objectives:
1. Identify 3+ app features that improve first-time resolution and reduce dispatch time.
2. Demonstrate how to coach a member to use the app to increase digital self-service rate by 25%.
3. Explain how app usage improves member experience and retention (linked to NPS/CSAT).
4. Practice a scenario that leads to an upsell opportunity triggered through app feature awareness.
Tools used:
Articulate Rise 360
Articulate Storyline 360
Vyond Go
Microsoft PowerPoint
ChatGPT
Handling Upset Customers for Call Center Representatives
Handling Upset Customers for Call Center Representatives
Description:
Self-guided learning example that could be used as part of a new hire program. This course could also stand alone as a reinforcement training available on-demand.
Learning objectives:
1. Recognize common triggers for customer frustration and identify upset customer behaviors.
2. Apply active listening and empathetic communication techniques to de-escalate tense interactions.
3. Implement a structured approach to problem solving that addresses needs while maintaining professionalism.
4. Maintain personal composure and resilience during challenging customer interactions.
Tools used:
Articulate Storyline 360
Adobe Creative Cloud for Stock Images
Adult Learning Styles
Adult Learning Styles
Description:
Self-guided learning reinforcement designed as a resource for Instructional Designers as part of a career development path.
Learning objectives:
1. Review the three main adult learning styles.
2. Explore effective learning activities for each style.
Tools used:
Articulate Storyline 360
Adobe Creative Cloud for Stock Images
ADDIE: Your Roadmap for Instructional Design Job Aid
ADDIE: Your Roadmap for Instructional Design Job Aid
Description:
This resource fills the need for an overview of the process used to scope, plan, design, launch and measure training content.
This could be used for Instructional Designers, trainers looking to progress in their careers, or even with stakeholders to better illustrate steps taken by Instructional Designers to bring their requests to fruition.
Learning objectives:
1. Define each step of the ADDIE model.
2. Review key points and outputs for each phase.
3. Provide tips for a productive and collaborative design project.
Tools used:
Google Slides
Adobe Creative Cloud for Stock Images and icons
NFL Sunday Ticket: How and Where to Watch Short Video
NFL Sunday Ticket: How and Where to Watch Short Video
Description:
This short 60-second video serves as an attention-grabbing way to reinforce specific information about a product and redeeming a promotion.
The video does have sound.
Learning objectives:
1. Explain what is included with NFL Sunday Ticket.
2. Illustrate the steps to redeem a promotion.
3. Show how a customer can watch NFL Sunday Ticket.
Tools used:
Canva
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Google Sites
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