Traci Pate
Virtual Instructor-Led Training, Communication, LMS Administration, Case Study Development
The challenge: To help employees understand the value of the internal customer experience, fostering a customer-centric mindset across the division. The goal was to emphasize the importance of customer service, effective communication, SLA structures, and process efficiency for organizational health.
Additional constraint:Communications specialist left the team when the project launched, leaving that role unfilled for the duration of the project
The design: The project included two tailored virtual instructor-led trainings: one for managers and another for employees. Collaborating with a vendor, the program combined vendor-led organizational health model training with internally managed communication, registration, and case study content. Sessions were interactive, featuring case studies, discussions, and breakout activities.
Over 800 employees participated across 30+ live sessions. Despite many of the attendees being “assigned” to take the course:
89% of managers and 87% of employees found the training effective and applicable.
91% of managers and 95% of employees reported a positive learning experience.
My contribution:
Stakeholder Engagement: Conducted interviews with stakeholders and employees to inform the content design.
Content Development: Researched and designed case studies and some lecture content.
Communication Strategy and Execution: Planned and executed marketing and communications, including 40+ touchpoints (emails, live events, newsletter features, Teams announcements, and manager cascades).
Logistics and Administration: Managed registration customer service, tracked attendance, and created detailed attendance reports for division leads.
Survey Design and Analysis: Designed the post-class survey and analyzed over 600 responses.
Post-Mortem Documentation: Compiled comprehensive post-mortem documentation to improve future programming.
Feedback: Behind interactive discussions, the case studies were cited as the second best part of the experience. Representative quote: "I thought dealing with the case studies was the best part because it allowed you to consider the scenario of being a customer from different perspectives. You may be both the customer and a client, and both aspects need to be examined."
Samples: Promotional video, kickoff slide, case studies, metrics, lesson's learned slide
Select each item to view the full image.
