Artifacts from Past and Current Work
Recent work samples available upon request.
Standard Call Flow Training for Call Center Employees
This document is an Instructor/Participant guide created in 2002. The training participants were new call center employees. The training was designed as a hands-on course to teach the participants how to handle customer service calls including scripting and various computer applications to use while handling the calls. I designed the training and developed the materials. The course was implemented by trainers at the call center. In a sense, this was a blended learning experience. The participants were required to use all of the applications they would be using on the job as well as accessing an online support tool (described below) for guidance in completing their training activities.
| standard_call_flow_sample.doc |
Online Performance Support Tool for Call Center Representatives
Prior to designing the Standard Call Flow training described above, I worked on the team designing and developing an online performance support tool for the same call center employees. The tool contained scripting and procedures necessary to complete a comprehensive list of tasks. The tool was developed in html. My role included working with focus groups of call center employees to design a useful interface and documenting procedures. The PowerPoint file below shows several screen shots of a few screens and points out some of the main features of the tool.
| score.pptx |
Grant Writing and Eagles to the Nest
In about 1996, while I was working at Bradford Woods, Indiana University's Outdoor Education Center, I wrote a grant proposal and received grant money to design a program to educate children about Bald Eagles. Initially, the program was intended to have an online component. The students could access online lessons before coming to the outdoor education center with their teachers and classmates to go through an outdoor program. In 1996, this was a challenge. Myself and the team did develop a number of online activities, however maintenance was a challenge as was student access to the online pieces of the program. The Eagles to the Nest program continues to be offered at Bradford Woods. The link below will take you to the curriculum guide that evolved from that project so long ago.