Esemwenghian Edith Osagie

PROJECT SAMPLES Training Design and Delivery About Me I specialize in designing and delivering engaging training programs that e n h a n c e w o r k f o r c e s k i l l s , i m p r o v e p r o d u c t i v i t y, a n d a l i g n e m p l o y e e development with business objectives. With over 10 years of experience, I h ave h e l p e d o rga n i z at i o n s t ra i n 1 ,0 0 0 + e m p l oye e s, b o o s t i n g e n ga ge m e n t , retention, and performance. With hands-on experience supporting and familiarity with tools like Moodle, Articulate, Zoom, and Google WorkspaceI, I also help coaches, course creators, and learning teams run smooth, professional, and engaging eLearning experiences without the stress. Below, you will find a selection of my work showcasing my expertise in c u r r i c u l u m d e s i g n , c o u r s e c r e a t i o n , c o a c h i n g , a n d i n s t r u c t i o n a l d e l i v e r y. Skills and Expertise Qualitative Research Training Needs Analysis Training & Development Curriculum Design Training Design Curriculum Development Multimedia Design Learning Theory Communications Facilitation Employee Onboarding Performance Management Video Narration Employee Training Te a m Tr a i n i n g Customer Service Training Continuous Improvement Leadership Training Training Materials U s e r Te c h n i c a l Tr a i n i n g Sof t Skills Training Training Presentation Learning Management System Services Course Design and Developement I create: Learning Objectives Content Course Structure (Module Structure Presentation Slides (Power Point and Google Slides Learning activities Assessments (Quiz or Tests I design: Learning Programmes Maintain Learning Databases Training/eLearning Administration I provide support to: Training Activities Course Coordination & Support Learning Management Systems (LMS) admin Virtual Learning Content Upload & Organization Course Coordination Learner Data Tracking & Reporting eLearning QA (Quality Assurance) Work Experience Corporate Developed and reviweed over 20 courses for internal and external trainings Customer Service training for front line staff – BPO Industry Develped and delivered Training of Trainers (ToT) Bootcamp content Soft skills Training Course design and LMS administration NGO Learning program for health professionals about evidence based decision making Knowledge Exchange program in EOCs across States Some of the Courses I Created Customer Service Excellence Training – BPO Industry Tr a i n i n g o f Tr a i n e r s ( To T ) B o o t c a m p – Tr a i n i n g f o r I m p a c t Own the Room: Virtual and In-Person Communication Skills That Wow Evidence Based Decision Making in Public Health- Data Analytics, Visualization and Use Empowering women: Digital Skills program Speak to Be Heard: The Art of Clear and Confident Communication Email Etiquette Training - The Art of Email Change Leadership Mindset - Getting Personal Lead Without the Title: Everyday Leadership for Everyone Te a m M a g i c : B u i l d i n g Tr u s t , S y n e r g y, a n d S h a r e d W i n s C o n f l i c t t o C o n n e c t i o n : Tu r n i n g Te n s i o n I n t o Te a m w o r k Some of the Courses I Created I n s p i r a t i o n a l L e a d e r s h i p - Yo u r Tr a n s i t i o n t o a n I n s p i r i n g L e a d e r Presence That Persuades: Building Charisma and Influence E m o t i o n a l I n t e l l i g e n c e : T h e S u p e r p o w e r Yo u D i d n ’ t K n o w Yo u H a d Coaching, Mentoring & Career Development for Success Feedback Without Fear: Giving and Receiving Constructive Criticism Stepping Up - The Informal leader Work Life Balance (Career Enhancement Series) S t r a t e g i c L e a d e r s h i p - F r o m S t r a t e g i c V i s i o n t o Ta c t i c a l E x e c u t i o n From Busy to Productive: Mastering Time, Not Just Managing It The Essentials of Leadership Selected Work Samples Project: Customer Ser vice Excellence Training Ta r g e t A u d i e n c e : C u s t o m e r s e r v i c e r e p r e s e n t a t i v e s , f r o n t- l i n e e m p l o y e e s , a n d t e a m l e a d s Overview I designed a Customer Service Excellence Training specifically tailored for the BPO ( B u s i n e s s P r o c e s s O u t s o u r c i n g ) i n d u s t r y. T h e f o c u s w a s o n e q u i p p i n g c u s t o m e r s e r v i c e agents with the essential skills and mindset to deliver outstanding service in a fast-paced, client-facing environment. This training was aimed at improving communication, problem-solving, and conflict resolution skills, ensuring agents could consistently meet and exceed customer expectations. Some Key Challenges Addressed Customer service agents often faced challenges in managing difficult clients and highstress situations. A lack of consistent communication skills led to customer dissatisfaction and missed opportunities to build rapport. Difficulty in maintaining service quality standards across different teams and shifts. Selected Work Samples Solution Provided The training provided framework for customer service excellence. Agents were equipped with: T e c h n i q u e s f o r a c t i v e l i s t e n i n g a n d e m p a t h y t o u n d e r s t a n d c u s t o m e r n e e d s b e t t e r. Methods to stay calm and focused in stressful or difficult customer interactions. P r o b l e m - s o l v i n g s k i l l s t o r e s o l v e c o m p l a i n t s q u i c k l y a n d e f f e c t i v e l y. Strategies for building customer loyalty through positive communication and followup. Training Approach and Methodology I combined theory with hands-on practice: Role-playing scenarios to simulate real-world customer interactions, allowing agents to practice handling various situations. Group discussions on customer service challenges and sharing best practices for improving customer experiences. Interactive exercises focusing on emotional intelligence, active listening, and conflict resolution. Case studies to analyze both successful and challenging customer service interactions, drawing lessons for improvement. Selected Work Samples Some Results and Impact After the training, customer service agents demonstrated improved performance in several key areas: Enhanced communication skills led to better customer interactions, improving satisfaction and trust. Faster resolution of issues through improved problem-solving abilities. Higher customer retention rates as agents learned how to foster stronger relationships with clients. Increased team morale due to a clear understanding of service expectations and improved confidence in handling customer interactions. Selected Work Samples Project: From Busy to Productive: Mastering Time, Not Just Managing It Ta r g e t A u d i e n c e : Te a m L e a d s / S u p e r v i s o r s Overview The training session aimed at helping individuals transition from feeling constantly busy to becoming more productive. The program focused on practical time management techniques, prioritization skills, and goal-setting methods to ensure participants could focus on what truly mattered in their professional and personal lives. Key Challenges Addressed Participants were overwhelmed with tasks and felt they were always busy but not necessarily productive. There was difficulty in prioritizing tasks and focusing on high-impact activities. Constant distractions and lack of structure were leading to wasted time. Many struggled to maintain a balance between work and personal life. Selected Work Samples Solution Provided The training helped participants shift their mindset from simply managing their time to using it more effectively. I introduced techniques like time-blocking, the Pomodoro method, and goal-setting frameworks. Participants learned how to eliminate distractions, set clear priorities, and manage their energy for maximum productivity. Training Approach & Methodology The training included: Time audits to help participants understand where they were losing time. Interactive exercises on prioritization, decision-making, and setting long-term goals. Time-management tools and templates for everyday use. Results and Impact Following the training, participants reported feeling less stressed and overwhelmed. They developed a clearer sense of what tasks to prioritize, leading to a more structured approach to their work. The overall impact included improved focus, i n c r e a s e d p r o d u c t i v i t y, a n d a b e t t e r w o r k- l i f e b a l a n c e f o r p a r t i c i p a n t s . Selected Work Samples Project: Lead Without the Title: Everyday Leadership for Everyone Target Audience: Mid-Level Employees, Cross-Functional Team Members, and Team Leads or Supervisors Overview: This training program focused on helping individuals lead effectively, regardless of their official titles. The program emphasized that leadership isn’t about titles but about taking initiative, being accountable, and influencing others positively within the team. This was ideal for employees who wanted to develop leadership skills without waiting for a formal promotion. Key Challenges Addressed: Employees felt that leadership opportunities were limited to managers or senior roles. Participants struggled with taking initiative or stepping up when opportunities arose. There was a lack of confidence in leading and influencing peers. Building trust and credibility was challenging for individuals outside management roles. Selected Work Samples Solution Provided The program provided participants with the tools Through practical strategies, they learned how to others, and build strong relationships with peers. trust and credibility, turning everyday situations to lead by influence and example. take the lead on projects, guide They gained insights on how to build into leadership opportunities. Training Approach & Methodology The approach was interactive and centered around real life scenarios. It included: Group discussions on how leadership can be demonstrated at all levels. Role-playing exercises to practice conflict resolution and influence. Peer feedback to enhance self-awareness and improve leadership abilities. Results and Impact As a result of this training, participants became more proactive in their roles, leading projects and initiatives without the need for a formal title. They gained increased confidence and were seen as credible leaders within their teams. The overall impact w a s s t r o n g e r t e a m c o l l a b o r a t i o n , h i g h e r a c c o u n t a b i l i t y, a n d i m p r o v e d i n t e r p e r s o n a l relationships at work. Let’s Connect Are you looking for high-impact training programs that drive real business results? Send me a direct message or Invite me today. Let’s discuss how I can assist you! Looking forward to collaborating with you!