E-Learning combines strategic content planning with digital delivery to create engaging, goal-driven training experiences. It enables organizations to build workforce capabilities at scale while aligning learning outcomes with business performance. Click the images below to explore e-learning projects and other deliverables.
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Confidently Upsell with Every Interaction at Sweet Rise Bakery
Purpose: A scenario-based e-Learning module designed to improve employees’ upselling techniques, with the ultimate goal of increasing total quarterly sales.
Audience: Frontline team members, including cashiers and baristas, who engage directly with customers during transactions.
Business Problem: Staff lacked confidence and consistency in upselling, resulting in missed revenue opportunities and inconsistent customer experiences. The goal was to improve product recommendations and increase average order value without compromising service quality.
Solution: This short, scenario-based module teaches a three-step upselling framework that’s easy to apply in fast-paced environments. It focuses on building rapport, spotting upsell opportunities, and using suggestive language that feels natural to customers.
Sample Highlights:
Incorporates realistic workplace scenarios to support transfer of learning
Emphasizes soft skills like tone, timing, and customer awareness
Built with microlearning principles for quick, focused consumption
Includes a knowledge check to reinforce application and retention
Aligned with adult learning theory and performance-based outcomes
Process: I followed the ADDIE model, beginning with a learner needs analysis and a revised design document.
The module will be evaluated using Kirkpatrick’s Level 2 (learning) via the built-in knowledge check and Level 3 (behavior) through manager observation and post-training upsell tracking.
Responsibilities: Research, Instructional Design, Design Document, Scripting, Storyboard, eLearning Development, Job Aid, Visual Design.
Tools: Articulate Storyline, Canva, Google Docs.
Lessons Learned: I discovered the importance of balancing realistic pacing with visual simplicity in microlearning.
Click the image to view the module.
Customer Service Fundamentals for Front Desk Staff
Purpose: A scenario-based e-Learning module designed to elevate front desk service by improving guest interactions, communication, and issue resolution, aimed at boosting customer satisfaction by 20%.
Audience: Front desk and customer-facing hospitality staff, including new hires and those needing a skills refresh.
Business Problem: Inconsistent customer service practices were impacting guest satisfaction and overall brand experience. Staff lacked clear guidance on communication standards, problem-solving protocols, and amenity knowledge, resulting in missed opportunities to build guest loyalty.
Solution: This interactive module builds core customer service skills through realistic scenarios and structured methods like the 3-Step Greeting and 3-Step Resolution models. The training is clear, practical, and designed for immediate on-the-job application.
Sample Highlights:
Scenario-based learning grounded in realistic hospitality situations
Incorporates job aids for on-the-job reinforcement
Uses visual cues and feedback to support engagement and retention
Follows adult learning principles with clear objectives & real-world relevance
Built-in knowledge checks reinforce learning outcomes
Process: I followed the ADDIE model for this project, from learner analysis and content planning to prototype, development, and revision.
The module will be evaluated using Kirkpatrick Level 2 (via the knowledge check and feedback) and Level 3 (through manager observation and post-implementation guest satisfaction data).
Responsibilities: Research, Instructional Design, Design Document, Scripting, eLearning Development, Job Aid, Visual Design.
Tools: Articulate Rise, Canva, Google Docs.
Lessons Learned: This project reinforced the value of pairing eLearning with accessible job aids.
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