L&D Portfolio | LMS, KMS & Training Operations

Case Studies

Selected Work

Filter the portfolio by focus area, or browse the full mix of learning strategy, technical work, and operations design.

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.

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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.

Training Operations

Global Trainer Enablement System

Designed onboarding plans, scorecards, and mentoring structures while supporting 8+ clients across a distributed organization.

Trainer ManagementScorecardsMentoringProgram Operations

Scope

Support 8+ clients, oversee three trainers, and have led three client onboardings.

Approach

Created repeatable onboarding and coaching structures for training staff.

Learning & Development Deep Dive

From Agent Seat 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.

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Performance Support

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.

HTMLCSSJavaScriptSelf-Service Learning

Challenge

Turn complex call procedures into practical, easy-to-follow support.

Approach

Designed interactive tools around real agent workflows.

Learning Systems

LearnUpon Learning Infrastructure

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

LearnUponLMS AdministrationCertification PathsReporting

Need

Support repeatable training and certification across multiple client programs.

Result

A maintained learning environment for onboarding, upskilling, and performance reporting.

Workflow Design

SharePoint Onboarding Hubs & Automations

Built SharePoint onboarding hubs and Power Automate workflows to streamline trainer coordination and progress tracking.

SharePointPower AutomateMicrosoft FormsProgress Tracking

Challenge

Coordinate onboarding progress across trainers and distributed teams.

Approach

Centralized resources and automated repeatable coordination tasks.

Process Improvement

Jira Training & Knowledge Request Intake

Partnered with IT to move training and knowledge requests from an informal Airtable workflow into Jira, the ticketing system already used across the organization.

JiraAirtable MigrationIT PartnershipRequest Intake

Need

Create a clearer, shared intake process for knowledge base, ILT, and e-learning work.

Approach

Worked with IT to deploy Jira forms tailored to each request type.

Learning & Development

Global Onboarding & Upskilling Programs

Deliver new-hire, upskilling, and soft-skills programs for agents and managers across U.S., Ireland, and Philippines operations.

FacilitationCoachingCustomer ExperienceCommunication Skills

Reach

Live and virtual learning across three global regions.

Outcome

Maintained learner satisfaction above 4.5/5 and 90%+ first-time certification pass rates.

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.

Continuous Improvement

Recertification Program Transition

Created and transitioned company-wide recertification programs, including SOP development and documentation management.

SOP CreationDocumentationChange ManagementCertification

Challenge

Make a recurring company-wide process easier to manage and sustain.

Approach

Defined the process, documented it clearly, and transitioned ownership.

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