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Solutions

What have I done and how can I help you? Check out some of the awesome information here to find out more!

Facilitation

When I facilitate training, I focus on maintaining high engagement with the learners, check in often to be sure we are building a safe place to ask questions, that everyone is understanding the material, and I keep a high level of transparency to build psychological safety. These are all critical components to be sure the training is retained, not just attended.

In-Person Facilitation

Being in person with a training class is wonderful. You can see people and gage their understanding by watching their expressions and actions, work with the full class as a group of people and find out what is best for the individual and the class, and joke and keep up high spirits. This is one of my favorite ways to work with people, but it's not always the best option for the business or the training material.

Virtual Facilitation

When we can't meet up and train in person, the next best option is a virtual session. The flexibility provided with online meetings is helpful to allow learners to be more fully engaged; allowing themselves the time to learn. This isn't always the focus of every learner, so I make sure to set ground rules and identify the "What's in it for me" at the start of all virtual training sessions. Learners appreciate being able to learn without the hassle of travel or big schedule changes, so it's great to have a way to meet them where they are.

eLearning and Microlearning

When I design a course for asynchronous learning, I like to follow the same principles as for a virtual training. Set up expectations and let the learners know what will be happening! My courses are designed to be easy to follow, include job aids for reference when needed, and include clear instructions and the WHY. These steps create courses that are accessible and useful for learners.

Instructional Design

Training Revision

Have you attended a training where the presentation was the same as the content you were learning? No opportunities to practice your new skills, no way to really see them demonstrated, just a "Here are the instructions, go at it!"

I had the opportunity to revise a training like this, and, using adult learning methodology, I enhanced the training with demonstrations, logical flow, and practical application. This reduced errors in process by 40% and a 50% reduction in calls to the support team.

Training Program Rewrite to Support new Call Center Technology

With a very limited timeline, I was tasked with moving parts of training around to correspond with new call routing technology. This resulted in a faster training, with the full training time reduced from 6-9 months to 7 weeks.

Test Anxiety Management Presentation

To support professionals in a high stress environment, I created a presentation with practical application tools to support them as they are in a 4 hour test covering a wide range of topics. By supporting the whole person, I was able to keep professionals' spirits upbeat and encouraged as they tested. I rated 9.5/10 for a supportive coach for my employees.

Team Leadership

Engagement

I focus on recognition and 1x1 coaching to support my team as they not only complete day to day work, but also building to additional projects, responsibilities, and career development opportunities.

Metrics

When managing a team, it is critical to ensure the business is working as needed, and then some. By working with each person, I help to identify obstacles and strategies to overcome them. This addresses each person's needs and supports them in their professional growth.

Mentorship and Development

I focus on transparency. It's best for everyone to know what the expectations are, and how to meet them. As an individual contributor, I came to value the leaders who exemplified this to me, and how it helped me to grow. That is why it is a focus for me as I develop people to be their best.

Customer Experience Focus

In a business, the client is the priority. Ensuring your employees are able to feel supported goes a long way to enhancing the client experience. As the manager for the escalation team, when there were issues that affected clients, I took immediate action to notify affected parties and work with cross functional support teams to create fast, accurate solutions.

Collaboration

This is me. I know I'm not the smartest person in the room, or the person with all the ideas, or the person who is the ONLY anything! I love working with people from all backgrounds and experiences, as we all learn so much throughout life. I value the input of others, and firmly believe that together we can create something more impactful than any of us could do on our own. Collaboration is the heart of my work.

I supported a cross functional team as the business liaison. This meant that I not only understood the goals of the technical team and their work, but was able to translate that to support the leaders in the business and showcase the value of the project. I identified the processes that could be supported by the project, and helped the business understand why certain goals were not in scope. Our successful pilot (involving 2500 employees in 18 separate functions) allowed a full company roll out, following the process I helped develop. These streamlined processes created an outline for success to manage security for the company in an efficient (both time and money) manner.