L&D Portfolio | LMS, KMS & Training Operations

Case Studies

Selected Work

Filter the portfolio by focus area, or browse the full mix of learning strategy, technical work, and operations design.

Several examples are anonymized - client names, URLs, pricing, and policy details have been fictionalized to protect proprietary information.

Knowledge Management Deep Dive

Knowledge Base Design System

Designed and deployed a modular CSS component library for a KnowledgeOwl knowledge management system (KMS), turning plain articles into scannable operational guides for frontline teams.

KnowledgeOwl KMSCSSHTMLInformation Design

Challenge

Make policy and process details easier to locate during live customer interactions.

Approach

Built reusable components, author snippets, and a consistent visual hierarchy.

Impact

Frontline guidance became faster to scan and easier to use during live customer interactions.

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Learning & Development Deep Dive

Interactive E-Learning: Sales Fundamentals

Designed and coded a self-paced micro-course on core sales techniques inside a custom, LMS-style player - with lessons, gamification, and a graded knowledge check, built entirely in HTML, CSS, and JavaScript.

Instructional DesignE-LearningGamificationHTML / CSS / JS

Challenge

Demonstrate e-learning design with a real, interactive course - not just a description.

Approach

Storyboarded five lessons around real best practices and hand-built the LMS-style player.

Outcome

A working, gamified course with a knowledge check that doubles as a live demo of design and front-end skill.

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Knowledge Management

Talkdesk Copilot Knowledge Integration

Led the integration of KnowledgeOwl content into Talkdesk's AI-driven Copilot to help teams surface more relevant information during customer interactions.

KnowledgeOwlTalkdesk CopilotMetadataIntent Mapping

Challenge

Make a growing knowledge base easier to search in the flow of work.

Approach

Built tagging, intent, and metadata structures to improve AI-assisted results.

Outcome

Agents surface more relevant articles directly inside Talkdesk, with less manual searching during live customer interactions.

Operations Systems

The behind-the-scenes systems that keep training and knowledge work running across a distributed organization - built and owned end to end while supporting 8+ clients and three trainers.

Trainer EnablementSharePointPower AutomateJiraRecertification

Trainer enablement

Onboarding plans, scorecards, and mentoring structures that make delivery more consistent and help new training staff ramp faster.

Coordination & automation

SharePoint onboarding hubs and Power Automate workflows that replaced scattered email and manual follow-up with one hub and automated status tracking.

Request intake

Migrated training and knowledge requests from informal Airtable into Jira forms, giving IT and L&D one trackable intake with shared visibility.

Recertification

Created and transitioned company-wide recertification programs, including SOP development and documentation ownership.

Learning & Development Deep Dive

From Trainer to Global L&D Manager

An interactive six-phase timeline tracing the growth from frontline operations into facilitation, learning systems, a Philippines BPO launch, technical enablement, and team leadership.

Training OperationsGlobal OnboardingPhilippines BPO LaunchTeam Leadership

Span

October 2020 to present across six phases of growth.

Reach

8+ clients supported, three client onboardings led, and three global regions reached.

Current Scope

Now owns global L&D strategy, systems, trainer development, and delivery across a distributed organization.

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Performance SupportDeep Dive

Interactive Decision Trees & Call Flows

Built browser-based decision trees and call-flow tools that give frontline staff clearer, more usable guidance during training and live work - coded from scratch in HTML, CSS, and JavaScript.

HTMLCSSJavaScriptSelf-Service Learning

Challenge

Turn complex call procedures into practical, easy-to-follow support.

Approach

Designed interactive tools around real agent workflows.

Outcome

Agents reach the right step-by-step answer faster, with more consistent handling and fewer unnecessary escalations.

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Learning Systems

LearnUpon Learning Infrastructure

Administer an enterprise learning management system (LMS), including user management, course builds, certification paths, and performance reporting.

LearnUponLMS AdministrationCertification PathsReporting

Need

Support repeatable training and certification across multiple client programs.

Result

A maintained learning environment for onboarding, upskilling, and performance reporting.

Learning & Development

Global Onboarding & Upskilling Programs

Deliver new-hire, upskilling, and soft-skills programs for agents and managers across operations in the United States, Ireland, and the Philippines.

FacilitationCoachingCustomer ExperienceCommunication Skills

Reach

Live and virtual learning across three global regions.

Outcome

Maintained 4.5+/5 learner satisfaction across all programs (standardized post-training surveys) and 90%+ first-time pass rates on new-hire certifications.

Creative Production

Branded Multimedia Learning Assets

Produced branded video and e-learning assets used in company-wide onboarding and client training sessions.

Premiere ProAfter EffectsPhotoshopAudition

Need

Create a consistent, professional visual language for L&D content.

Result

Reusable production standards, including branded video intros and outros.

The work behind the résumé

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