Work

One sales training program and one onboarding path for six audiences

TELUS

After a reorganization, our department's training scope grew from 3 sales channels to 8. Alongside corporate stores, dealers and national retail partners, we took on international sales call centres, installers and door-to-door teams. I first brought their existing training content together into SellSmart, a single sales training program covering every way we sell: by phone, in store and in the customer's home.

Next, I combined five separate onboarding curricula into one onboarding path, TELUS Knowledge Path. I identified the content they had in common and built each module once. Then I delivered it in the format each audience used: learner guides and slide presentations for classroom training, and Articulate e-learning courses for our own and our partners' LMSs. Where contracts or legal limits meant some sales content couldn't go to external partners, I made cut-down versions. I published everything to each audience's LMS or shared drive. I also set up a maintenance process, so that when content changes, every version gets updated and every stakeholder is told, including national retail partners running TELUS content on their own LMSs.

The result: maintenance time was reduced by 40%.

Retraining 1,500 store staff during the pandemic

TELUS

With about 95% of retail stores closed, I led training development and the pilot sessions to retrain and redeploy about 1,500 of roughly 2,000 store staff as remote phone sales representatives, within a quarter.

Onboarding that lifted sales

TELUS

I launched an onboarding program for high-turnover roles to cut the time it took new hires to become fully productive. Core sales metrics rose by 10% to 25%, and participant satisfaction reached 92%.

Rising Stars career program

TELUS

A career program for store representatives and junior store managers, covering personal branding, resumes, interview skills and career planning, plus connections to people on their target career path. Within two years, 78% of participants and 44% of their mentors advanced in their careers.

Leading a high-engagement team

TELUS

I led and developed a team of six learning professionals, who posted company-leading engagement scores above 95%.