Courses
ACME Security Training & Awareness Practices 2025
Designed and developed our annual security and compliance training from the ground up in partnership with the Security Administrator. The interactive course uses knowledge checks and engaging content to move beyond traditional compliance training while meeting corporate and client audit standards. Required annually for approximately 2,000 employees, the program consistently achieves 100% completion, with LMS reporting managed as part of the compliance process.
Tools: Articulate Storyline · LMS · Multimedia Design
Handling Difficult Conversations with Customers
Identified an opportunity to replace outdated difficult-conversation training with a more engaging solution designed to address agent frustration, morale, and challenging customer interactions. I designed the course as a game in which agents learn key communication strategies and earn robot components by successfully completing activities and knowledge checks, ultimately building a complete robot. The gamified approach turns a challenging topic into a more interactive and enjoyable learning experience.
Tools: Articulate Storyline · Gamification · Interactive Learning Design
Rescue Mission
Recognizing that lengthy security-alert emails weren't the most engaging way to build ongoing awareness, I proposed and developed Rescue Mission to reinforce that cybersecurity education should extend beyond annual compliance training. In this gamified experience, learners choose a character, explore communication-based security threats, and complete knowledge checks to earn enough gummy bears to rescue a puppy kidnapped by aliens. The course became a learner favorite, with employees voluntarily replaying it just to save the puppy again.
Tools: Articulate Storyline · Gamification · Scenario-Based Learning · Interactive Design
Music by Music Unlimited from Pixabay
Senior Sensitivity Awareness
Developed for call center agents supporting clients with older customer populations, this course challenges common myths and assumptions about aging while building empathy and more effective communication skills. I designed interactive experiences that simulate challenges such as blurred vision and hearing difficulties, allowing learners to experience barriers their customers may face firsthand. Originally prompted by a client need, the course was designed without client-specific branding so it could be used across multiple accounts serving older populations.
Tools: Articulate Storyline · Experiential Learning · Interactive Design · Accessibility Awareness