Training Design and Delivery
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!