ActiveCampaign
Content Design Education and Training
ActiveCampaign is an email marketing platform that is based in Chicago. They have over 200,000 customers. ActiveCampaign brought me in initially to help with solving technical issues that their customers had. I helped provide over 10,000 customers with support. After I became a tool specialist I was promoted into a newly formed team. Which was an education, training and content design role.
ActiveCampaigns Enablement team's goal was to ensure that product support reps were best prepared for their role when being onboarded. My team built a strategy to significantly improve the onboarding program. Successfully project managing an entire content overhaul for all Global support teams onboarding for frontline support.
By 2022 my project to roll out more in-depth troubleshooting training improved the global new hire CSTAT in their first 3 months from 80% to 92%.
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Owned the development and timelines of content for troubleshooting and handoff training.
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Curated and rolled out course material for new hires using articulate rise 360 and litmos. Designed the content, assessments, and help articles.
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Filmed and recorded training videos, edited and branded all videos using Camtasia.
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Collaborated with cross-functional teams to ensure that the training materials were up to date and in alignment with the goals of the product and support teams.
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Analysed and researched internal support processes. Conducted a proposal to improve the handoff and live chat training processes. Successfully lowered the offshore support teams ticket reopen rate from 20% to 11% in only 6 months by documenting clear processes for handoffs.
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Curated the copy to educate all teams on internal troubleshooting and handoff processes.
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Conducted live training sessions and managed 20 new hires for the 7 week onboarding program. Launched ActiveCamapign’s first offshore team in Manila.
