🧩 Background

New Customer Service staff struggled to understand system workflows, leading to increased dependency on senior team members and inconsistent onboarding outcomes.

🧠 My Role

I collaborated to create a 30-day training roadmap complete with system “cheat sheets,” workflow visuals, and scenario-based guides to help new hires build confidence faster.

🛠️ Tools Used

• Internal documentation
• WMS workflows
• Process mapping tools (spreadsheets and diagrams)

🚀 Outcome

• Standardized CS onboarding across operations
• Reduced ramp-up time and shadowing needs
• Increased system fluency and self-sufficiency among new hires