Agent Onboarding 

Problem: The company hired a new team of internal Medicare Sales Agents, but they had record low sales and high complaints because this team had not received consistent or formalized sales training before.

Learning Solution: We developed a comprehensive onboarding training curriculum that all current and future new hires would be required to complete.  Training topics included: Medicare basics, sales methodology, Medicare products, marketing strategies, systems and tools.  The training ended with a capstone course called "Day in the life" where agents could apply everything they had learned through real-world scenarios and role-play activities.  I also spearheaded the use of our LMS' gamified curriculum controls and embedded games, points, leaderboards, and badges into this build.  This was the first gamified curriculum ever developed at our company.  Since this information is proprietary, only the facilitator guide for the initial "Welcome" lesson of this curriculum is provided.

Impact: Within three months after training, Medicare sales for this internal team increased while their reported complaints decreased.  Soon after, external agency managers requested that we customize this training for external agents so they could leverage this comprehensive onboarding curriculum for their new hires as well.  

In addition, once we pioneered the LMS' gamification controls, many other learning and design teams referenced our work to create their own gamified trainings with points, leaderboards, and badges.