Selected Projects
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A training built for Call Center employees to support conflict resolution skills through empathetic listening.
confident conversations
- 80% of trained agents score “proficient” or higher on empathy and de-escalation behaviors during post-training role-play assessments or live call evaluations.
- Improvement of customer satisfaction (CSAT) scores by at least 10% on calls flagged as high-stress or complaint-related.
- Decrease in call escalations by 15% within 60 days of completing the training.
Outcomes
- Define clear behavioral indicators (e.g., using validating language, summarizing concerns) and assess them through role-plays, self-assessments, and supervisor observation checklists.
- Build in flexible navigation, offer optional deep dives or visual/audio alternatives, and include frequent low-stakes quizzes for reinforcement.
- Design modular content that can be embedded into existing LMS platforms and align learning objectives with current KPIs.
Strategy
- Balancing soft skills with measurable outcomes.
- Adapting content for different learning styles and paces.
- Integrating with existing systems and workflows.
Challenges
This training was designed to help Call Center employees strengthen their conflict resolution skills by developing empathetic listening techniques. The process began by identifying common customer pain points and high-stress interactions through call analysis and agent feedback. From there, we integrated real-world scenarios and role-plays into the training to simulate challenging conversations. The curriculum emphasized core empathetic listening strategies—such as active listening, validating emotions, and using calm, non-defensive language. Through guided practice, reflection activities, and coaching moments, employees learned how to de-escalate tension, build rapport, and resolve issues effectively while making customers feel heard and respected.
Project Synopsis
- Improved compliance awareness and behavior.
- R educed risk of violations and misconduct.
- Stronger culture of ethical decision-making.
- Continuous learning embedded into the daily work environment.
Outcomes
- All employees across departments, with an emphasis on frontline staff, new hires, and teams in regulated roles (e.g., finance, customer service, and operations).
audience
- The goal of this project is to foster a culture of ethical behavior and regulatory adherence by making compliance part of the daily work routine. By breaking down complex policies into digestible, actionable insights, the series helps employees stay informed and proactive about compliance requirements.
purpose
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This microlearning series is designed to reinforce key compliance behaviors across the organization through short, daily learning experiences. Developed in Articulate Rise, the series delivers quick, engaging, and practical compliance tips that can be completed in under five minutes, making it ideal for busy professionals.
Project Synopsis
- Produced a polished podcast series with consistent sound quality.
- Reduced post-production time by 30% compared to traditional editing tools.
- Created shareable video clips to promote episodes on social media.
- Developed a repeatable workflow for future podcast production using Riverside exclusively.
outcomes
- Multitrack recording (audio and video).
- Text-based editing for quick cuts.
- Magic Clips for social media snippets.
- Automatic transcription for accessibility and SEO.
tools & features used
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The goal of this ongoing project is to create professional-grade audio content with minimal external software, leveraging Riverside’s integrated features for remote interviews, multitrack recording, and real-time editing to reduce turnaround time and maintain consistent quality.
Project Synopsis
- A strong, recognizable brand identity that highlights Curvd’s unique selling points.
- Illustrations that effectively communicate product benefits.
- Enhanced brand appeal and customer engagement through thoughtful design.
Outcomes
- Designed a cohesive brand identity reflecting Curvd's commitment to comfort and innovation.
- Created engaging illustrations showcasing the ergonomic benefits of Curvd products.
- Collaborated closely with the Curvd team to align designs with their vision and goals.
Strategy
- Creating a distinctive brand identity that emphasizes ergonomic design and comfort.
- Developing illustrations that highlight the unique features of Curvd’s products.
- Ensuring the visual elements resonate with a diverse audience.
Challenges
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