Instructional Design & Technical Writing
Expertise & Past Projects
Because of Shawn Greene’s extensive banking experience, we’ve worked primarily (but not exclusively) with financial services organizations. Project portfolio includes:
Comprehensive policy manuals, including:
- Commercial credit (lending) policy
- Consumer mortgage policy
- Associated procedures
- Related forms & tools
Comprehensive procedure manuals, including:
- Procedures for those on the teller line
- Procedures for those in new accounts
- Consumer loan procedures
- Call center procedures
- Related forms & tools
Comprehensive training programs for sales and service reps, including:
- Product knowledge
- Sales and service skills
- Compliance with regulations
- Using systems and following internal process
- Teaching client’s employees the art of design and delivery
- Ensuring updates are easy to manage
Product roll-outs or clarification, including:
- Product & policy information
- Selling skill refreshers
- Compliance
- Procedure
- Related tools
Special training programs, such as:
- How and when to escalate complaints – and avoid driving your supervisor bananas.
- Mortgage underwriting 101 – and develop stronger teamwork with lenders.
- Serve your customers – without letting stereotypes interfere.
Singular or short documents, such as:
- Job aids translating department lingo its actual meaning so sales reps could sell effectively, processors could process quickly, and customers were happier.
- Self-studies teaching basics like understanding equity and how to calculate LTV.
Design and writing portfolio also includes a handful of projects that have nothing to do with financial services. To mention just a few…
- Users Guide for a food vacuum-packer
- Introduction to ‘e-cash’ for shopkeepers in pilot program
- Analysis of elearning programs to determine and address low completion rate
