Customer Success Stories 

Six years ago, I partnered with a referral needing a legal compliance course. Together, we identified challenges and crafted a learning experience where learners faced common pitfalls before receiving corrective feedback. This approach not only resolved issues but also built a lasting relationship. Since then, I’ve updated the course annually, continuously refining it to meet evolving needs and drive customer success.

Several years ago, as Senior Instructional Designer, I created a mandatory training course for our Sales and Marketing team that ran flawlessly until a Windows update severed external connections during sleep mode, preventing the LMS from recording completions. After numerous reports, stakeholders held a meeting. Though initially frustrated, the client listened as I explained that the issue stemmed from an external update. I then detailed how I worked with customer support to provide clear instructions—advising students to restart the course or avoid sleep mode and capture a screenshot as proof. This proactive resolution restored the client’s confidence and earned praise from my employer for de-escalating the situation. We continue to support this client today.

While serving as a project manager, I was introduced to a new client through a referral—a partnership I quickly came to value. Faced with an extensive and time-sensitive project, I developed a detailed timeline to guide our efforts and maintained constant communication, ensuring the client was updated on every development. When challenges emerged, I proactively refined our approach and adjusted the timeline to guarantee successful delivery. During one meeting, the client turned to her intern and remarked, "This is project management at its finest!" This feedback highlighted how our proactive communication and adaptability led to a smooth and successful project experience, further strengthening our client relationship.

While working as a customer support specialist, I faced a large-scale issue with our Learning Management System that left many customers frustrated. To address their concerns, I focused on expressing empathy and maintaining a positive, optimistic outlook. This approach helped soften the frustration of most learners, many of whom expressed appreciation for the reassurance and proactive communication. Although one customer remarked, "your optimism is irritating," the overall response was overwhelmingly positive. Ultimately, the issue was resolved, and every learner received the support they needed. This experience reinforced the value of empathy and a positive attitude in turning challenging situations into opportunities for customer success.