Expertise
Four disciplines. One practitioner.
Training Design & Delivery
End-to-end course architecture — from learning objective to SCORM deployment. Classroom, virtual, and AI-powered formats. Built for retention, not just compliance.
Quality Assurance & Calibration
Case auditing across policy frameworks, RCA cycles, and client calibration calls. I find the root of errors and cascade final outcomes before they repeat.
Knowledge Management
Structured KB articles and SOPs agents actually use — decision trees, scenario logic, and search-ready structure. Policy made navigable.
AI Tools Integration
Building AI-powered training pipelines: DeepSeek roleplay assessors, automated score webhooks, LMS-to-dashboard data flows. Human learning, machine-augmented.
Skills
featured work
Built, deployed, measured.
K Store Campaign Update Course
Full Rise course — campaign briefing, scored quiz, AI roleplay assessment, Moodle integration, and live analytics dashboard.
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Training Performance Dashboard
Live Looker Studio dashboard tracking AI knowledge scores, learner answers, and completion trends — fed automatically from Google Sheets and the AI Tutor webhook.
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Chat & Email Role-Play Trainer
Two AI-powered simulators — live chat and email — scored in real time. The AI plays the customer; every run is different, scoring stays fixed.
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Intro to Best Practice, Backend and Knowledge Base
A detailed tutorial on navigating and connecting Best Practices (BP), Backend (BE) Systems, and the Knowledge Base (KB) for modern customer support operations.
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Customer Service KB & Best Practice SOP
Paired KB and SOP for e-commerce frontline agents — five-part scenario structure, decision trees, on-hold subprocess, and escalation tiers.
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Customer Service in AI Era
A talking-head explainer on customer service in the AI era, produced with an AI-assisted workflow from smartphone footage to finished video in one day.
View case study →Recognition
Awards & honours.
Contact
Let’s build something.
Open to Training/L&D Lead, Program Manager, Learning Designer, and related roles.
Willing to relocate and open to remote opportunities.