Mentor Training

About this project

This project went through several iterations during the almost 4 years I worked in the Training Operations team of a services and tech startup based in New York. The main objectives were: 

  • Build a team of field trainers to support the initial training and onboarding of new hires
  • Train our best service employees to develop 1-1 coaching, and basic management and assessment skills

By the end of the training, the employees 

  • Implemented the I do, We do, You do methodology of training
  • Developed coaching skills to help their new hires improve their performance
  • Evaluated the soft and hard skills of the new hires
  • Were promoted to the Mentor role and received a pay increase

Metrics:

  • 40+ employees received training and were promoted to Mentors. Many of them went continued to grow at the company and became Field Supervisors, in-house Training Assistants, and Quality Specialists.
  • This training program was the backbone of our training Operations. I estimate more than 1000 new hires were trained by Mentors between 2014 – 2018.

Approach

We developed a blended learning strategy to train our field Mentors.

  • Using video tutorials delivered through our LMS, we introduced basic concepts and steps for teaching, coaching and assessing a new hire.
  • Mentors were asked to attend one in-person workshop to demonstrate understanding and put into practice their teaching and coaching skills
  • A local trainer attended the first two mentorships the Mentor held to provide guidance and ensure training quality. A visit every 2 months followed.

Features

6 video modules

1 instructor-led workshop

1 deck

2 guided mentorships

1 monthly QA visit

Skills

  • Instructional design
  • Multimedia content development
  • Workshop facilitation
  • Coaching
  • Scriptwriting
  • Video production and editing

Tools (Project)

  • PowerPoint
  • Final Cut, Quicktime
  • Learning Management Systems: Axonify, SkyPrep
  • Canon DSLR D60
  • Audacity

Tools (Work Sample)

  • Adobe Captivate
  • Adobe Photoshop
  • iFrame
  • Quicktime
  • WordPress

Team Feedback

“The training program Helen put together was flawless. Helen added structure and consistency that was highly needed.”

Eric Wall

Operator Success Assistant at Managed by Q

Want to work with me? Write me here or connect here.