project details
Client
ADP
Year
2020
Services
Training Program
Location
Tempe, AZ
overview
My Approach: Conducted interviews with both Customer Service and Tech Support teams to understand workflow gaps Created user journey maps showing current state and identifying friction points Designed intuitive training materials that bridged knowledge gaps between departments Facilitated cross-functional workshops to align teams on shared goals Results: 15% reduction in unnecessary call transfers Improved customer satisfaction through smoother issue resolution Training curriculum became standard for new hires in both departments
