Telecommunications
Multi-year strategic partnership with Telstra delivering comprehensive learning solutions across HRIS systems and leadership development programs. Repeated contract extensions reflected consistent project success and stakeholder satisfaction. This collaboration spanned Telstra's technological transformation from basic mobile communications to advanced 5G networks. Note: Some work samples are restricted due to intellectual property considerations.
Customer care is everything | Interactive
The Responsible Sales Practices course consisted of numerous comprehensive units that addressed the company's legal obligations during customer interactions. From this extensive course, I have selected specific examples to showcase a range of instructional design approaches. The examples below feature authentic scenarios (interactive), demonstrating how complex legal requirements were transformed into engaging learning experiences. This ensured team members thoroughly understood the ramifications of compliance obligations.
Challenge
Transform complex legal compliance requirements into engaging, scenario-based learning for customer service representatives across global call centres.
Solution
Developed the Responsible Sales Practices course using authentic customer interaction scenarios..."
Feedback: ‘We’ve never had this type of real-life interaction in our modules, I love it’. Whacky Cinco – Agile Senior Lead – Frontline Design & Delivery (Philippines).
Articulate Storyline:
Breaking regulatory information into digestible chunks, enhancing comprehension and engagement.
Interactive (Branching) Articulate Storyline example ~ Step through of a real-life scenario
Video: Changed the delivery to provide information while keeping it engaging, bringing learners up to speed quickly.
Audio - pop your headphones on or turn down the volume!
Why we do what we do...
The challenge
Create an engaging introduction to customer service training for international call centre teams to build understanding and buy-in before formal training rollout.
The goal
Explain the 'why' behind the training, keeping it brief and visual, whilst emphasising the subject's importance.
Strategic approach
Developed a short animated video explaining the business rationale and customer impact of excellent service delivery. This pre-training content established context and motivation while reducing repetitive information in subsequent modules.
Implementation
Deployed as a prerequisite to all formal training modules, ensuring learners understood the strategic importance before diving into tactical skills.
Key takeaways
The video provided essential information and explained the purpose of 'the why' about delivering great customer service. Enhanced learner engagement and provided consistent foundational understanding across diverse international teams.
QRGs - Visual presentations
Use the < > to navigate the slides
New product information
The challenge
Replace lengthy, text-heavy product documentation with visual, at-a-glance reference materials for customer service representatives.
Solution
Created interactive, single-page visual guides for home and business products. Each QRG featured:
clear visual product highlights
interactive layers for detailed specifications
troubleshooting decision trees
installation procedure graphics
Business Impact
Enabled faster customer problem resolution and improved product recommendation accuracy during calls. Representatives quickly accessed relevant information without navigating multiple documents.
Visual design
The brief
Create a one-sheet document introducing new products for the customer services team, replacing lengthy text documents. I created a visual, information-at-a-glance document/one slide animation.
Enhanced engagement
Designed interactive slides using Rise 360 & Articulate Storyline:
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one slide per customer base (home & business)
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created interactive layers and triggers
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animated product highlights
Implementation | emphasise
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ease of access
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installation procedures
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visual prompts
Key takeaway | The visual format
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assisted call centre staff with troubleshooting and suggested solutions to customers
Cut the paperwork
The challenge
Prepare customer service teams for Australia's 5G network launch by synthesising complex technical information from multiple process documents into accessible training materials.
The approach
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consolidated information from five separate technical documents into a single visual reference guide. This included:
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Australian mobile network evolution timeline
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5G technology benefits and applications
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customer communication talking points
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technical specifications simplified for non-technical staff
Outcome
Philippines contact centre teams provided fantastic feedback, specifically highlighting:
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successful translation of technical complexity into a clear visual format
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improved confidence in discussing 5G technology with customers
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reduced training time while maintaining comprehension quality
