Virtual Customer Service Trainings

The Customer Service Initiative (CSI) for UCLA's Enrollment Management division provides training and resources to more than 200+ staff members. Emily served multiple terms on CSI committees, including "Marketing & Communications" and "Training and Protocols".

She noticed that the lift to schedule in-person trainings was leaving new hires without access to valuable information. She proposed the virtual training prior to COVID-19. She designed all graphic elements, identified priority curriculum, and introduced quick quizzes to the training format.