At SiriusXM I support existing onboarding/new hire curricula and adhoc training interventions for approximately 15,000 Customer Service Agents employed by BPOs located around the world. My focus is to design engaging and results oriented programs and advocate for the learning experience.
I joined the team and my first big contribution was establishing and implementing a design system for the Learning Technology & Knowledge team. This product serves as a resource and template, used by all team members and to assist 3rd party support whether design or implementing new LMS or Customer facing touchpoints.
This is a hype video I created to celebrate the launch for a large Agent Role consolidation effort. I worked on this project as the lead Instructional Designer for 18+ months supporting all new hire and ad hoc learning solution that were required to upskill Agents to handle multiple transaction types and improve Customer experience. This initiative saved SiriusXM $3M in 2021 alone.
I created a dedicated email account to sent Agent Readiness Communications out to the field. I build out different templates to simplify the process and brand all communications in an engaging and informative way.
I was integral to the redesign of our 15 day New Hire program. This is a snapshot of one of the redesigned modules Agents take on their first day of New Hire Onboarding. This module showcases all of the incredible artists and talents at SiriusXM.
I worked with an implementation partner to give a design framework, provide assets and approve all UI/UX elements to ensure consistency with all of the other Agent facing elements and branding.
I created a first of its kind google site which is a library of discussion topics to guide our Supervisors in the field in having coaching and training conversations with their agents.
I partner with the Walkme Developer to craft just in time messaging and step by step system guidance that appears to Agents to support them in Customer interactions. This requires a keen understanding of the system, process and desired outcome to ensure that the prompt is effective.