About Me

A Highly accomplished Instructional Designer with a proven track record in designing and developing impactful training programs for Customer Care Operations, Field Operations, and Business Operations. I'm proficient in supporting 2000+ employees within National teams through engaging eLearning delivery and dynamic instructional videos. 

I'm passionate about leveraging the latest instructional technologies and methodologies, and committed to creating innovative learning solutions that empower employees to thrive in their roles. With a keen eye for detail and a results-driven approach, I aim to elevate organizational performance by delivering exceptional training experiences that resonate with learners and drive tangible business outcomes.

Key Skills and Expertise:

Proficient in utilizing a wide range of software tools to enhance instructional design and training delivery. 

Experienced in harnessing the power of Articulate360 Suite, MS Office 365, Vyond, and Adobe Creative Suite to create engaging and interactive learning content. 

Well-versed in implementing Docebo LMS for seamless learning management and tracking. 

Familiar with utilizing JIRA for effective project management and collaboration. 

Additionally, skilled in incorporating Kahoot for gamified learning experiences that boost learner engagement and knowledge retention.

Microlearning Team Leadership: Successfully led teams in the design and implementation of microlearning initiatives, driving efficient and targeted knowledge transfer to enhance employee productivity.

Knowledgebase Moderation: Expert in curating and managing comprehensive knowledgebases to ensure easy access to critical information, empowering teams to deliver exceptional customer service.

Technical Writing: Adept at transforming complex technical concepts into user-friendly documentation, manuals, and training materials, streamlining learning processes.

Instructional Video Creation: Experienced in crafting visually compelling and informative instructional videos to enhance learning outcomes and knowledge retention.

Facilitation & Training Delivery: Skilled in delivering engaging new hire classes and upskilling workshops, fostering a culture of continuous learning and development.

Instructional Design & Development: Proficient in designing learner-centric curricula, developing interactive and multimedia-rich content, and implementing effective evaluation strategies.

Coaching & Mentoring: Experienced in providing personalized coaching and mentoring to team members, nurturing their growth and potential in the instructional design domain.

Work Experience

Learning Specialist - Shaw Communications, Inc. (2021 - 2023)

Instructional Design & Development for Customer Care Operations, Field Operations, and Business Operations (Small, Medium, and Enterprise level) – supporting 2000+ employees across National teams. Special focus on eLearning delivery & instructional videos.

Selected Projects:

Distributed Fiber to the Premises

As an Instructional Designer, I collaborated with stakeholders to design and develop a comprehensive curriculum that effectively prepared front line customer care, business care, and in-home technician support teams for a national distributed fiber optics campaign. I employed a variety of instructional strategies, such as multimedia presentations, interactive simulations, and hands-on activities, to enhance learner engagement and retention.

By proactively upskilling teams for the distributed fiber optics campaign, my contributions played a pivotal role in driving its overall success. This project highlights my ability to collaborate with stakeholders and design effective training materials that positively impacted the campaign's outcomes.

ServiceNow - Case Management

Drawing on my expertise, I meticulously crafted engaging and effective training materials that encompassed the intricacies of Case Management. Through a learner-centric approach, I ensured that each audience group received tailored content relevant to their specific needs and roles. 

The project involved extensive coordination with various teams and stakeholders to align the curriculum with organizational objectives. By integrating cutting-edge instructional methodologies, I facilitated seamless knowledge transfer, enabling teams to proficiently navigate Case Management within ServiceNow.

WiFi Technology Refresher

In collaboration with team members and stakeholders, we created a dynamic project to create a comprehensive four-hour workshop aimed at upskilling and refreshing the knowledge of national frontline technical support agents on WiFi technology and troubleshooting.

Drawing on instructional design expertise, I crafted a learner-focused curriculum that covered fundamental concepts of WiFi technology, advanced troubleshooting techniques, and best practices. The workshop incorporated interactive activities, hands-on exercises, and real-world scenarios to enhance engagement and practical application of knowledge.

Throughout the project, I closely collaborated with subject matter experts and technical teams to ensure the accuracy and relevance of the training content. Feedback loops and iterative improvements were employed to continuously enhance the workshop's effectiveness.

As a result of the successful implementation, technical support agents across the nation gained enhanced proficiency and confidence in dealing with WiFi-related issues, leading to improved customer satisfaction and overall operational efficiency.

Knowledge Expert - Shaw Communications, Inc. (2019 - 2021)

Microlearning Team Lead, Knowledgebase Moderator, Technical writing, Facilitation of New Hire Classes, Instructional Design, Development, and Facilitation of Upskilling Workshops, Coaching & Mentoring  - supporting 1000+ employees across National teams. 

Selected Projects:

Microlearning Team Lead

Led dynamic microlearning project, delivering impactful knowledge transfer through engaging content. Conducted "tailgate" sessions, fostering continuous learning and enhancing employee productivity. Empowered teams with innovative microlearning strategies, driving overall organizational success. Additionally, conducted leadership "train the trainer" sessions, analyzed learner engagement, and delivered comprehensive results reporting, ensuring continuous improvement and effectiveness of the microlearning program.

Knowledgebase Moderator

As an Online Knowledgebase Moderator, I excelled in curating and managing a comprehensive knowledgebase to ensure accurate and relevant information was readily available to users. With a sharp eye for detail and strong organizational skills, I meticulously reviewed and updated content to maintain its currency and usability. My dedication to maintaining high-quality standards and addressing user inquiries promptly contributed to a seamless user experience. As a proactive moderator, I played a vital role in enhancing knowledge sharing and optimizing the knowledgebase's impact on organizational efficiency and customer satisfaction.

Facilitation & Upskilling

I excelled in delivering engaging upskilling workshops and new hire classes. With a passion for fostering continuous learning, I created learner-centric environments that empowered individuals to enhance their skills and excel in their roles. Leveraging effective coaching and mentoring techniques, I guided team members to unlock their full potential and achieve personal and professional growth. 

Education

Provincial Instructor Diploma Program (PIDP) - Vancouver Community College (Currently pursuing)

Concentration on skills needed to design, develop, manage, and evaluate the instruction of adults in post-secondary, business, and industry.

Bachelor's Degree - Simon Fraser University, Vancouver (2014)

Bachelor of Arts Degree in International Studies. An Interdisciplnary concentration on International Security, Conflict, and Development.

Associate's Degree - Langara College, Vancouver (2010)

Associate of Arts Degree in Peace and Conflict Studies. Concentration on the problem of human conflict and the means by which it can be non-violently resolved. 

Certifications

Train the Trainer Certification - Vancouver Community College (Currently pursuing)

Certificate in curriculum development, instruction, and reflective evaluation for teachers in adult-learning environments.

LinkedIn Learning - LinkedIn.com (2019 - Current)

22 completed courses related to Learning Development, Stakeholder Management, and Project Management

LEAN & SIX SIGMA Yellow Belt - GoLeanSixSigma.com (2019)

Equipped with foundational knowledge and skills to drive process improvements and contribute to operational efficiencies.