Results from 18 weeks of quiz-taking by BCI Customer Advocates generated with Excel and Power BI

10/2020 – 7/2021
Employer: Blue Cross of Idaho​​, Meridian, Idaho
Job Title: Instructional Developer
Tasks: Helped the BCI Customer Service team with tools for onboarding and continued education. This included:

  • CBT development using Articulate Rise 360, Articulate Storyline
  • Content writing of weekly quizzes
  • Data visualization in Excel and Power BI

Instructional Design

Sample CBT

Sample instructional design project using established template. Billing 360 is the name of a tool used by BCI Customer Advocates when a BCI subscriber calls in asking about billed medical or dental procedures. The CBT was used to introduce the new tool.

Provided upon request.

Launch screen for Billing 360 CBT

Content writing

Friday Accuracy Quizzes

Researched and wrote eighteen continuous weeks of “Friday Accuracy Quizzes” on subjects pertaining to Customer Service call center employees. Quiz questions were typically built around “scavenger hunt” activities, providing hints for where to find the answers in the suite of tools the employees should be using on a daily basis.

Quizzes were requested when Customer Advocate accuracy scores began to drop. Employees would provide the wrong answers to member questions, or forget to log their calls accurately, or fail to the redirect the call correctly.

To be honest, the quizzes made no discernable improvement on accuracy scores, and after eighteen of them we canceled the experiment.

Sharepoint website content

Built a website for Customer Service Training in Sharepoint using fairly standard features and wrote content to populate it.

Article shown on the far right is based off data collected from Customer Service accuracy evaluations and analyzed in Excel using, initially, a Pivot Table and, finally, Power Query.

Dashboards and data visualization

Used Excel to generate various charts and graphs based on BCI data collection of Customer Advocate call recordings and Friday Accuracy quizzes.

Used Excel and Power BI to generate course dashboards, designed to provide a roadmap for students during a month-long course.