Learning and Development
A course introducing customer support agents to Quality Assurance (QA) principles and practices. Designed to demystify QA processes, rubrics, and evaluation criteria, this interactive training empowers agents to understand how their interactions are assessed and apply QA insights to their day-to-day work. Responsibilities: Quiz Design, Gamification, Visual Design, Interaction Design, eLearning Development, Storyboarding Tools Used: …
A set of gamified bite-sized eLearning modules to equip new customer support agents with the required soft skills to provide excellent player support. Responsibilities: Instructional Design, eLearning Development, Graphic Design, Game Design, Animation, Analysis, Evaluation Tools Used: Storyline 360, Adobe Photoshop, Figma, Adobe Premiere, Audacity Target Audience: Support agents Process In the process of converting …
I was responsible for creating and delivering a workshop with our internal localization agents to raise awareness and think of ways we could apply Gender Inclusive Language to our games, and discuss the challenges each language would pose. Responsibilities: Instructional Design, Graphic Design, Workshop Delivery Tools Used: Adobe Photoshop, Miro, Zoom Target Audience: Localization agents …
A game-show-like Quiz with two competing teams to recap the training content of the day. Responsibilities: Instructional Design, eLearning Development, Graphic Design, Animation Tools Used: Storyline 360, Adobe Photoshop, Figma, Adobe Premiere Target Audience: Support agents Process I was given the task to make our end-of-the-day class more engaging. Being the last class of the …
This is the official support portal of the Boom Beach: Frontlines game. I designed the portal and created content that provides players with solutions for in-game issues, helping decrease the number of support ticket submissions. Responsibilities: Knowledge management, Graphic Design, CSS, Analysis Tools Used: Zendesk Guide, Adobe Photoshop Target Audience: Boom Beach: Frontlines players Process …