Selected work

The portfolio

An instructional design and L&D portfolio — everything from a CSS component library to a six-week BPO launch in the Philippines. Several have a working demo you can try.

№ 01

Case studies and projects

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Showing all 10 projects.

Knowledge Management Deep Dive

Knowledge Base Design System

Designed and deployed a modular CSS component library for a KnowledgeOwl knowledge management system (KMS), turning plain articles into scannable operational guides for frontline teams.

KnowledgeOwl KMSCSSHTMLInformation Design
Challenge
Make policy and process details easier to locate during live customer interactions.
Approach
Built reusable components, author snippets, and a consistent visual hierarchy.
Impact
Frontline guidance became faster to scan and easier to use during live customer interactions.
Explore the case study
Learning & Development Deep Dive

Interactive E-Learning: Sales Fundamentals

Designed and coded a self-paced micro-course on core sales techniques inside a custom, LMS-style player - with lessons, gamification, and a graded knowledge check, built entirely in HTML, CSS, and JavaScript.

Instructional DesignE-LearningMicrolearningGamificationHTML / CSS / JS
Challenge
Demonstrate e-learning design with a real, interactive course - not just a description.
Approach
Followed ADDIE from storyboard to build: five lessons around real best practices in a hand-built LMS-style player.
Outcome
A working, gamified course with a knowledge check that doubles as a live demo of design and front-end skill.
Take the course
Knowledge Management

Talkdesk Copilot Knowledge Integration

Led the integration of KnowledgeOwl content into Talkdesk's AI-driven Copilot to help teams surface more relevant information during customer interactions.

KnowledgeOwlTalkdesk CopilotMetadataIntent Mapping
Challenge
Make a growing knowledge base easier to search in the flow of work.
Approach
Built tagging, intent, and metadata structures to improve AI-assisted results.
Outcome
Agents surface more relevant articles directly inside Talkdesk, with less manual searching during live customer interactions.
Operations Systems

Operations Systems

The behind-the-scenes systems that keep training and knowledge work running across a distributed organization - built and owned end to end while supporting 8+ clients and three trainers.

Trainer EnablementSharePointPower AutomateJiraRecertification
Trainer enablement
A train-the-trainer program - onboarding plans, scorecards, and mentoring - that makes delivery more consistent and helps new training staff ramp faster.
Coordination & automation
SharePoint onboarding hubs and Power Automate workflows that replaced scattered email and manual follow-up with one hub and automated status tracking.
Request intake
Migrated training and knowledge requests from informal Airtable into Jira forms, giving IT and L&D one trackable intake with shared visibility.
Recertification
Created and transitioned company-wide recertification programs, including SOP development and documentation ownership.
Learning & Development Deep Dive

From Trainer to Global L&D Manager

An interactive six-phase timeline tracing the growth from frontline operations into facilitation, learning systems, a Philippines BPO launch, technical enablement, and team leadership.

Training OperationsGlobal OnboardingPhilippines BPO LaunchTeam Leadership
Span
October 2020 to present across six phases of growth.
Reach
8+ clients supported, three client onboardings led, and three global regions reached.
Current Scope
Now owns global L&D strategy, systems, trainer development, and delivery across a distributed organization.
Explore the case study
Performance SupportDeep Dive

Interactive Decision Trees & Call Flows

Built browser-based decision trees and call-flow tools that give frontline staff clearer, more usable guidance during training and live work - coded from scratch in HTML, CSS, and JavaScript.

HTMLCSSJavaScriptSelf-Service Learning
Challenge
Turn complex call procedures into practical, easy-to-follow support.
Approach
Designed interactive tools around real agent workflows.
Outcome
Agents reach the right step-by-step answer faster, with more consistent handling and fewer unnecessary escalations.
Try the interactive demo
Learning Systems

LearnUpon Learning Infrastructure

Administer an enterprise learning management system (LMS), including user management, course builds and SCORM packages, certification paths, and performance reporting.

LearnUponLMS AdministrationSCORMCertification PathsLearning Analytics
Need
Support repeatable training and certification across multiple client programs.
Result
A maintained learning environment for onboarding, upskilling, and performance reporting.
Learning & Development

Global Onboarding & Upskilling Programs

Deliver blended new-hire, upskilling, and soft-skills programs for agents and managers across operations in the United States, Ireland, and the Philippines.

FacilitationBlended LearningvILTCoachingCustomer Experience
Reach
Classroom, virtual instructor-led (vILT), and self-paced learning across three global regions.
Outcome
Maintained 4.5+/5 learner satisfaction across all programs (standardized post-training surveys) and 90%+ first-time pass rates on new-hire certifications - Kirkpatrick Levels 1–2.
Creative Production Deep Dive

Departmental Brand Identity System

Designed and delivered a department's complete visual identity - mocked up in Photoshop, drawn as vectors in Adobe Illustrator, and exported at every size teams need, down to a sub-200px email-signature lockup. One master mark, a full lockup and colour system, localized for US and Ireland teams.

Adobe IllustratorPhotoshopBrand IdentityVector / SVGLogo System
Challenge
A department with no consistent mark or visual standards across teams and regions.
Approach
One master mark, extended into horizontal, stacked, compact, and mark-only lockups with full colour and reverse variants.
Outcome
A single, coherent identity that holds up in print or on screen, on light or dark, for US and IE teams.
Explore the case study
Creative Production

Branded Multimedia Learning Assets

Produced branded video and e-learning assets used in company-wide onboarding and client training sessions.

Premiere ProAfter EffectsPhotoshopAudition
Need
Create a consistent, professional visual language for L&D content.
Result
Reusable production standards, including branded video intros and outros.

Several examples are anonymized — client names, URLs, pricing, and policy details have been fictionalized to protect proprietary information.

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