Role Specific Learning, Experiential Learning, Scaleable Standardized Curriculum & Technical Training

🔍 Business Need: This line of business needed a better way to train new Technical Support agents. These agents play a key role in keeping operations running smoothly by solving issues early and reducing the load on higher-tier engineers. But new hires were struggling, many had trouble retaining the complex technical info, and the company was spending too much time getting them up to speed.

🎯 Learning Solution: The Technical Support Training Program was designed as a full-scale curriculum, not just a one-off project. It was built to support three key groups: new hires, peer mentors, and facilitators.

New Hires learned the technical skills needed for their roles as Technicians and Engineers.
Peer Mentors, who are experienced team members, were trained and certified to coach new hires.
Facilitators received standardized resources to deliver consistent instruction across the board.

To make the training stick, we used Kolb’s Experiential Learning Model, which emphasizes hands-on practice and gradually builds learner independence.

Course Resources

Learning Hub: A SharePoint site with dedicated tabs for each audience—mentors, new hires, and facilitators.
Guides & Presentations: 15 dual-purpose resources with built-in cues, scenarios, and activity tips using a “say, do, ask” format.
eLearning Modules: 15 self-paced modules that follow each day’s live training, with review, practice, and quizzes.
Pulse Surveys: Built into the training to gather feedback, flag issues, and help mentors and facilitators adjust in real time.
Assessments: A mid-course and final assessment (open book) to measure growth and ensure learners have the tools they need.
Badges: Learners who pass the final assessment earn a badge in the company’s internal recognition platform.
OneNote Guide: A digital notebook for learners to save notes, screenshots, and tips throughout the program.
Training Agendas: A pacing guide to help facilitators and mentors plan their sessions and coaching time.

Peer Mentor Curriculum

Mentor Training: A self-paced course to certify mentors and show them how to access and use program resources.
Coaching Guide: A OneNote resource with coaching tips and space for observation notes.

✅ Impact:

The Technical Support Onboarding Program delivered measurable results across the board. By closing skill gaps and focusing on real-world application, the program boosted technical proficiency, improved key performance metrics, and accelerated onboarding.

Faster Ramp-Up: Onboarding time was cut in half, from two months to one, getting new hires productive faster.
Better Customer Support:
- First Day Resolution (FDR) improved by 18% for Alert Cases and 7% for Support Cases.
- Customer Satisfaction (CSAT) rose from 91.4% to 95.2%, well above the industry average.
- Case Hygiene scores jumped from 58.75% to 99.43%, leading to clearer documentation and faster issue resolution.

By combining hands-on practice, peer mentorship, and a structured curriculum, the program not only supported RapidScale’s strategic goals but also delivered a strong return on investment through more efficient operations and a more capable workforce.

My Contributions

Needs analysis

All videos

All Storyline simulations and interactions

SharePoint learning hub

Automated peer mentor email form response

Tools

Check it out!

Select the video below to see a demo of the course.

Proprietary and confidential information is edited out.

This is just a highlight reel.

< Back to portfolio