How To: Lead Training
For 2,000+ Agents.

Current Role: Learning Experience Designer & Dev
Audience: 2,000+ Call Center Agents

The Big Picture

Looking at pictures of software doesn’t teach you how to use it.

Standard training tools trap 2,000+ agents in passive slides, leading to real call mistakes. In my role at Echostar, I build lightweight interactive sandboxes, custom mini-games, and clean web templates that give agents safe, hands-on practice before their first live call.

Three Core Solutions

Select a tab or use your arrow keys to explore the work.

Playable Sandboxes & Accessible Games

Articulate Rise only supports static images and videos. To train agents on the complex, legacy DISH Business portal, I reverse-engineered the app’s code and built safe, clickable HTML/JS sandboxes right inside their lessons.

Practice Sandboxes

Agents type and navigate without fear of breaking customer accounts. Classroom feedback: "I wish we could've had this the first time!"

Accessible Games

Call simulations and dress-up knowledge checks built with full keyboard navigation, alt tags, and high-contrast color schemes.

Smart Publishing & Course Indexing

Replaces repetitive manual layout tasks with smart, automated tooling so designers can focus on content rather than troubleshooting formats.

AI Newsletter Agent

Transforms a weekly newsletter previously trapped in 9px Google Slides into a responsive web page, powered by an AI agent that turns raw text into branded markup.

Instant Course Indexer

Uses a Google Apps Script to parse exported .xliff files, instantly pinpointing every course mentioning updated tools, terms, or prices.

Human-in-the-Loop Leadership

Tools only work if teams feel confident using them. I support my teammates daily to ensure our team leads the technology—not the other way around.

Code Literacy

Teach basic HTML and CSS so designers can comfortably adjust colors, fix links, and inspect layouts without stress.

AI Prompt Guardrails

Maintain clear guidelines for prompting Gemini, ensuring generated code remains accessible, lightweight, and easy to maintain.

The Results

100%

Data Preserved

Replaced brittle code in under 6 hours; all surveys and course records launched without a hitch.

2,000+

Agents Reached

Replaces illegible 9px slides with accessible, responsive, and engaging training agents actually enjoy.

Extra Tool Costs

Codes all sandboxes and games in vanilla web standards, avoiding costly third-party subscriptions.

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How To: Lead Training For 2,000+ Agents.