Teller & Member Service Operational Readiness Program
Operational onboarding, workflow adoption, experiential learning, and competency-based readiness evaluation.
Click on each of the items below for more information.
Desert Financial Credit Union transitioned from legacy green-screen systems to a modern customer-facing portal environment (Keystone), requiring modernization of onboarding, workflow instruction, and operational readiness training for tellers and member service representatives.
During onboarding modernization and operational readiness initiatives at Desert Financial Credit Union, I supported learning transformation efforts spanning instructional design, facilitation, systems adoption, experiential learning, and competency-based assessment.
| Focus Area | Responsibilities & Contributions |
|---|---|
| Instructional Design | Designed workflow-based learning materials, onboarding resources, guided system walkthroughs, and screen capture demonstrations supporting transition to the Keystone customer service platform |
| Systems Adoption | Supported employee transition from legacy green-screen systems to a modern customer-facing portal environment through operational learning and workflow reinforcement |
| Facilitation & Onboarding | Facilitated onboarding programs for tellers and member service representatives, reinforcing customer service behaviors, transaction workflows, and operational readiness |
| Experiential Learning | Designed and facilitated a gamified operational readiness simulation incorporating live demonstrations, workflow challenges, customer interaction scenarios, and team-based learning |
| Assessment & Readiness | Conducted role-play evaluations, workflow demonstrations, written assessments, and remediation activities aligned with onboarding performance standards |
| Operational Performance | Reinforced workflow accuracy, customer interaction quality, system navigation, and operational consistency within live branch-service environments |
| Collaboration | Partnered with trainers, operational stakeholders, and learning teams to improve onboarding effectiveness, learner engagement, and workflow consistency |
The transition to the Keystone customer service platform required modernization of onboarding, workflow instruction, and operational readiness training.
The transition introduced significant changes to:
- System Navigation
- Customer Interaction Workflows
- Transaction Procedures
- Operational Processes
- Employee Usability Expectations
My role focused on helping employees successfully adopt the new customer-facing portal environment through workflow-based instruction, guided demonstrations, onboarding resources, and experiential reinforcement activities.
To reinforce operational readiness and customer-service performance, I facilitated live role-play assessments designed to simulate real-world branch interactions. During assessment scenarios, another facilitator or team member acted as the customer while I observed and evaluated learner workflow accuracy, system navigation, communication skills, and customer-service behaviors using structured performance criteria.
Training activities included:
- Facilitator-led customer interaction scenarios
- Learners demonstrating transaction workflows and customer-service procedures
- Live observation and operational readiness evaluation
- Minimum passing threshold aligned with onboarding standards
- Coaching, remediation, and guided reinforcement support when needed
This rubric was used during facilitator-led role-play assessments to evaluate learner operational readiness, workflow execution, customer-service behaviors, and Keystone system navigation.
| Competency Area | Evaluation Criteria | Score |
|---|---|---|
| Customer Greeting | Greets member professionally and establishes rapport | /10 |
| Needs Discovery | Identifies customer needs and confirms transaction purpose | /10 |
| Workflow Accuracy | Follows correct transaction procedures and operational workflows | /20 |
| System Navigation | Demonstrates effective Keystone system usage | /20 |
| Communication | Explains actions and next steps clearly and professionally | /10 |
| Customer Service Behaviors | Demonstrates professionalism, empathy, and engagement | /10 |
| Transaction Completion | Verifies accuracy and properly completes interaction | /10 |
| Operational Readiness | Demonstrates confidence and readiness for live customer interactions | /10 |
To reinforce onboarding concepts and operational workflows, I designed and facilitated a tabletop gamified learning simulation used within teller and member service onboarding programs. The activity combined experiential learning, workflow reinforcement, customer-service scenarios, and live operational demonstrations within a facilitator-led classroom environment.
The simulation was designed to reinforce:
- Customer-service behaviors
- Keystone system workflows
- Transaction procedures
- Product and service knowledge
- Operational confidence
- Team collaboration and engagement
Supporting Visuals & Artifacts
This project included:
- Laminated tabletop game board
- Color-coded scenario cards
- Workflow reinforcement activities
- Operational readiness rubric
- Role-play assessment structure
- Guided workflow demonstrations
Supporting visuals are included below as representative examples of the experiential learning and operational readiness strategies used during onboarding facilitation.
Supporting onboarding modernization and operational readiness initiatives at Desert Financial Credit Union strengthened my approach to:
- Workflow-centered instructional design
- Experiential learning
- Operational systems adoption
- Competency-based assessment
- Learner coaching and remediation
- Facilitation and operational readiness evaluation
These experiences continue to influence my approach to scalable learning design, operational enablement, and learner-centered training solutions today.