Portfolio

Welcome to my portfolio!

Below are some work products I have created over the past few years.  See each item’s description, audience, budget, and tools to get a better view into what went into each project.

Big 5 Service Game – Gamification

Description: Big 5 service includes five major maintenance services Sears Auto offers to customers.  This game was part of a five part series that included a selling video, performance checklist, social media posting instructions, and PDF overview/infographic document.
Audience: Customer Service Advisors who were in the bottom 20% for selling Big 5 services
Budget: Low
Tools: Articulate Storyline 2 (eLearning)

1. Big 5 Service Game
   – Select an avatar, then move from store to store answering questions to win the Big 5 Crown (not the propeller beanie!)
   – Uses motion paths and variables

DieHard Edge Maintenance – eLearning, Job Aid, Screencasts

Description: Service plan called DieHard Edge Maintenance allows customers to redeem products and services depending on the plan they purchased.
Audience: All Customer Service Advisors at all Sears stores throughout the US
Budget: Medium
Tools: Articulate Storyline 2 (eLearning and walk-through interactions), Adobe Premier Pro (videos), Camtasia (screencasts), MS Word (job aid)

1. DieHard Edge Maintenance eLearning
   – Follow the step-by-step process for redeeming a DieHard Edge Maintenance product or service
   – Watch the videos and video debriefs
   – Click through the interactive system walk-throughs
2. DieHard Edge Maintenance Job Aid
   – The Customer Service Advisors can print this and keep it at their workstation for guidance
3. DieHard Edge Maintenance Screencast (View Available Services)
   – The screencasts for this project were created as separate pieces housed on our Intranet; the eLearning contains matching interactive walk-throughs

Vroom Service – eLearning Courses

Description: Vroom is a company that helps customers buy and sell cars quickly and easily. Sears partnered with Vroom to offer warranty service repairs to Vroom customers.
Audience: All Customer Service Advisors at all Sears stores throughout the US
Budget: Low
Tools: Articulate Storyline 2 (eLearning)

1. Introduction to Vroom eLearning
   – Two scenarios: how to sell a car and how to buy a car
2. Vroom Sell Us Your Car eLearning
   – Step by step mini videos (no audio) for each process step
   – Interactive conversations between customer and Sears

Alignment Jeopardy Game – Gamification

Description: Alignment is one of the additional services our Customer Service Advisors should be selling with a tire purchase.  This  game was part of a five part series that included a selling video, performance checklist, social media posting instructions, and PDF overview/infographic document.
Audience: Customer Service Advisors who were in the bottom 20% for selling an alignment with a tire purchase
Budget: Low
Tools: Articulate Storyline 2 (eLearning)

1. Alignment Jeopardy Game
   – Choose each question, answer them all, and hopefully you will earn enough points to win!
   – Used a template initially, but added sounds, changed the theme and how questions were organized
   – Extensive use of variables

Tire Service Exam – Gamification

Description: Tire Service is an eLearning that explains the various services that technicians will need to perform on tires.  This exam is to test them on their knowledge.
Audience: All Technicians at all Sears Auto stores in the US
Budget: Low
Tools: Articulate Storyline 2 (eLearning)

1. Tire Service Exam
   – Answer each question before the timer runs out
   – Used a template initially but added sounds, added the tire theme, and how questions were organized

Talisma System Rollout – Documentation, Screencasts

Description: Talisma was a new student management system being rolled out to the Career Education career schools.
Audience: All Career Schools Admissions Representatives who will be using Talisma
Budget: Low
Tools: Screencast-O-Matic free web-based screencasting tool (screencasts) and MS Word (recap document)

1. Post-Training Recap Document (Log a Phone Call)
   Recap document for representatives and their managers to review in team meetings – includes activities, quiz, and discussion points
2. Screencast:  Phone Call – No Answer
   – The screencasts for this project were created as a part of the eLearning course; they were also housed on our Intranet