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
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.
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.