Instructional Designer, Instructor and Call Center Professio

Customer Support & Product Knowledge Expert With nearly 10 years of professional experience, I bring a strong background in delivering world-class customer support across voice, chat, and email channels. I specialize in building deep product knowledge and translating it into clear, empathetic communication that enhances customer experience and loyalty. Skilled in training teams to master product features and troubleshooting, I ensure both customers and employees are confident in navigating complex systems and processes. Product Expertise: Adept at learning and mastering new products quickly, breaking down technical features into simple, user-friendly explanations. Support Delivery: Experienced in resolving diverse customer concerns with professionalism, accuracy, and efficiency. Training & Coaching: Designed and delivered product knowledge modules and refreshers for customer support teams, improving first-call resolution and customer satisfaction scores. Continuous Improvement: Provided product feedback to stakeholders, helping refine tools, processes, and customer-facing materials for better user experiences.

E-Learning Designer with Dual Expertise I bring nearly 10 years of professional experience in training and instructional design, with a unique edge as both an end user and a developer of e-learning solutions. Having started as a learner myself, I understand the importance of intuitive, engaging, and user-friendly design. This perspective now guides me as a developer, where I create impactful, outcomes-driven learning experiences. End User Insight: Experienced in navigating and completing modules built on Articulate 360, SCORM-compliant courses, and LMS-based training, allowing me to anticipate learner needs and pain points. Developer Expertise: Skilled in building interactive e-learning modules with Articulate Storyline and Rise, integrating multimedia, assessments, and branching scenarios to boost retention and engagement. Holistic Approach: Combine instructional design best practices with practical learner empathy to deliver content that is not only visually appealing but also instructionally sound and accessible. Proven Results: Successfully designed, tested, and deployed e-learning modules used in both BPO and academic contexts, aligning with organizational goals and enhancing learner performance.

Instructional Designer & Digital Learning Specialist Expert in crafting immersive, learner-centered training experiences across corporate and academic environments. With nearly a decade of experience, I excel in: Designing engaging, outcomes-based content—from e-learning modules to instructor-led sessions Developing interactive learning using Articulate 360, Captivate, and SCORM-compliant formats Managing LMS platforms effectively and ensuring clean reporting and learner tracking Applying adult learning principles and performance coaching to elevate learner confidence Integrating visual and multimedia tools (video, audio, graphics) for enhanced engagement Take a look at one of my impactful e-learning examples here (copy-paste into your browser): https://drive.google.com/file/d/1VXyzwnMm7fY3lQh__WaX6F1K6jjt6Sli/view?usp=drive_link