I led a project to update outdated training materials at Uber RouteMatch, addressing issues caused by high employee turnover and outdated documentation. By collaborating with subject matter experts, I redesigned the materials, improving onboarding speed, knowledge management, and operational efficiency.

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SITUATION

Uber RouteMatch faced high employee turnover, resulting in a loss of critical program knowledge. Outdated documentation further complicated the situation, creating knowledge gaps and operational challenges.

TASK

My task was to update the obsolete training materials and fill knowledge gaps. I needed to differentiate between essential and non-essential information and work with experts to address immediate needs.

ACTION

I developed a comprehensive plan to update the training materials. This involved categorizing existing resources, consulting with subject matter experts for relevant content, and collaborating with stakeholders to ensure the updated materials met organizational standards.

I updated and rebranded the training content, ensuring its relevance and accuracy. I worked closely with experts to capture their insights and verify the content.

RESULTS

The updated training materials effectively bridged the knowledge gaps caused by employee turnover. We conducted “read-in” sessions for managers to highlight the importance of the new content. The revised documentation streamlined the onboarding process and improved knowledge management. The project enhanced operational efficiency and set the stage for better future training and onboarding processes.

Salesforce launched a large-scale leadership program to help senior managers transition to director roles due to rapid growth. The program included a comprehensive training curriculum and a learners community, leading to better performance, increased employee satisfaction, and improved retention.

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SITUATION

Salesforce faced rapid growth and needed a structured program to help over 6000 senior managers transition to director roles. Designing this program was a significant challenge due to the large number of participants and the need for effective training.

TASK

The goal was to create a detailed leadership training program for senior managers, accommodating a large audience and addressing diverse learning needs. The task involved analyzing existing programs and designing a new framework to improve performance and retention.

ACTION

We used data analysis to guide our approach and developed a detailed plan with milestones and timelines. Collaborating with experts, we designed engaging content and created a virtual learners community. This platform included lead training, e-learning modules, and community meetups to enhance the learning experience.

RESULTS

Despite the scale of the challenge, the program was successfully implemented. The learners community added significant value, allowing participants to collaborate and apply their skills. Feedback was positive, with improvements in performance and satisfaction, highlighting the program’s effectiveness.

In response to new crew members lacking guest service skills, the “Product Knowledge Championship” emerged as an effective solution. This fun and engaging approach successfully improved knowledge and enthusiasm, resulting in better guest experiences. Teams showed great customer service skills, creating an energetic atmosphere that impressed top management and attracted interest from other departments.

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SITUATION

Our goal for dining room service was to impress guests with a beautiful setting, delicious food, and excellent service. However, many new crew members didn’t have the knowledge or experience needed, making it hard to meet guest satisfaction targets.

TASK

Traditional training methods were not practical or resource-efficient. I needed a way to quickly teach new crew members essential skills without draining resources or disrupting their work.

ACTION

I created the “Product Knowledge Championship” as a fun and effective way to teach product knowledge and customer service skills. Crew members were divided into teams, each with a team leader. I provided a list of 30 key customer service phrases to improve guest interactions.

The competition had two main goals: team members had to memorize the phrases and demonstrate their use with energy and enthusiasm. The focus was on both learning and providing great service.

We planned the competition carefully, giving time for memorization and practice while minimizing disruptions to work. The format encouraged excitement, teamwork, and a competitive spirit.

RESULTS

The Product Knowledge Championship was a great success. Teams showed enthusiasm and dedication in memorizing the phrases, creating a fun, team-oriented atmosphere.

The crew members quickly applied their new skills to real guest interactions, improving the dining experience. Senior management was impressed by the crew’s engagement, and other departments wanted to adopt this approach.

In conclusion, the Product Knowledge Championship effectively equipped new crew members with the necessary skills, improved guest experiences, fostered enthusiasm, and gained interest from leaders across the organization.