Highlighted Work
The Wally Way: Scaling a Customer Service Transformation
Challenge
Koalafi was launching a new customer service framework designed to improve agent performance, consistency, and customer outcomes. Success depended on more than creating training materials—it required introducing a new way of working across multiple teams, leaders, and international locations.
Approach
As the lead for enablement and communications, I developed and executed the training and adoption strategy supporting the initiative. This included creating learning content, facilitator resources, communications plans, leadership materials, and reinforcement mechanisms designed to support long-term behavior change.
The program launched through a pilot group before expanding to customer service teams in Richmond, Guadalajara, Costa Rica, and Manila. Throughout the rollout, I partnered with operational leaders to gather feedback, adjust content, and ensure the framework remained aligned to business needs.
Outcome
The Wally Way became a foundational component of customer service onboarding and development. The program established a consistent service framework across multiple locations, improved alignment around customer interactions, and provided leaders with a scalable approach to coaching and performance development.
Key Skills
Change Management • Training & Enablement • Communications Strategy • Content Development • Stakeholder Engagement • Global Rollouts • Program Management
MakingCents Video Series
Challenge
Navy Federal sought new ways to make financial education content more engaging and accessible for members navigating everyday financial decisions.
Approach
I created the concept for the MakingCents video series, developing the format, scripting approach, and proof of concept that transformed complex financial topics into concise, engaging educational content.
Working closely with subject matter experts and stakeholders, I established a repeatable framework that balanced financial accuracy with storytelling, helping members better understand topics ranging from budgeting and credit to saving and debt management.
Outcome
The proof of concept evolved into an ongoing content series and became a lasting component of Navy Federal's member education efforts. The framework provided a scalable model for delivering financial wellness content while expanding the organization's ability to connect with members through video.
Key Skills
Creative Concept Development • Video Scripting • Financial Education • Content Development • Stakeholder Collaboration • Storytelling • Content Innovation
80 Stories
Challenge
As HITT Contracting approached its 80th anniversary, the company wanted to celebrate its people, culture, and legacy in a way that felt authentic to employees while reinforcing the organization's values and brand.
Approach
I developed and led the 80 Stories campaign, a year-long storytelling initiative highlighting employees from across the organization.
The project required identifying story subjects, conducting interviews, developing written profiles, and creating a repeatable content framework that could scale across dozens of unique perspectives. By focusing on individual experiences rather than corporate messaging, the campaign showcased the people behind the company's success while creating a rich library of employee-generated stories.
Outcome
The campaign produced 80 employee stories that celebrated company culture, strengthened internal engagement, and documented the diverse experiences that shaped HITT's history. The initiative became a meaningful milestone project that connected employees to the organization's mission, values, and legacy.
Key Skills
Campaign Development • Employee Storytelling • Internal Communications • Content Strategy • Interviewing • Editorial Leadership • Employer Brand