Jumpstart
A faster path from new hire to field ready.
I was tasked with solving a specific operational problem: onboard employees quickly, avoid adding unproductive trainer time, get new hires away from passive computer-based learning, and still provide centralized tracking and analytics across a decentralized training model.
Get new hires toward productive work quickly.
Avoid adding dedicated trainer hours.
Replace passive screen time with field experience.
Track progress across decentralized locations.
Training needed to scale without becoming centralized.
The business needed a more efficient way to prepare Customer Advocates without creating large blocks of trainer-led classroom time.
New hires also needed more exposure to the actual job. Instead of spending two weeks primarily consuming e-learning, the goal was to move them quickly into the field where they could observe, practice, ask questions, and perform the work alongside experienced trainers.
But once training became decentralized, another problem appeared: how do you know what is happening across dozens of locations without requiring trainers to manually report every learner's progress?
Decentralize the delivery. Centralize the visibility.
80 hours. Two weeks. One structured journey.
Jumpstart began with onboarding, moved immediately into hands-on field learning, and concluded with formal Knowledge Checks, leader certification, and continued 30/60/90-day follow-up.
National Orientation
Every Monday, approximately 100–150+ new hires from across the country joined a live Zoom orientation.
The session introduced the organization, the Customer Advocate role, expectations, and the structure of the two-week Jumpstart experience before employees transitioned into their local operation.
Learn in the Field
After orientation, employees learned their role primarily through shadowing, observation, guided practice, and hands-on work alongside local trainers.
I created a training handbook that gave trainers a consistent framework for what needed to be taught, observed, practiced, and reinforced—without requiring a centralized trainer to facilitate every learning activity.
The Jumpstart Platform
The Jumpstart Google Site became the learner's digital home base.
New hires could access instructions, resources, activities, job aids, and supporting content while moving through the field experience rather than being tied to a computer for the majority of training.
Pulse Checks
Each day, learners completed a Pulse Check documenting their progress through the program.
Those responses flowed into centralized reporting, allowing me to see training activity and completion across locations without centralizing the actual training.
Knowledge Checks
Before an employee could move into leader certification, they completed Knowledge Checks designed to verify understanding of the core skills, processes, safety requirements, and responsibilities covered throughout Jumpstart.
These checks created a final validation of understanding before the employee moved into the practical readiness assessment with their leader.
Leader Certification
After successfully completing the Knowledge Checks, the employee moved into certification with their leader.
The leader assessed readiness across the core responsibilities of the role, confirming that the employee could translate what they had learned into safe, accurate, and customer-ready performance.
Certification results were incorporated into the same reporting environment, creating a clear transition from structured training into independent performance.
Follow-Up
Knowledge Check and certification results established a baseline for continued follow-up after onboarding so performance and employee outcomes could be evaluated beyond the initial two-week training window.
Training for a role with real operational responsibility.
Customer Advocates needed to build technical, regulatory, operational, and interpersonal capability—not simply complete onboarding courses.
CMV & DOT Compliance
Safely operate a commercial motor vehicle while following Department of Transportation requirements.
Vehicle Hauling
Load, secure, transport, and unload vehicles using a hauler safely and consistently.
Vehicle Inspection & Maintenance
Perform routine vehicle checks and identify issues requiring maintenance or additional attention.
Quality Control
Evaluate vehicle condition and ensure customer-facing quality expectations were met before delivery.
Sales & State Documentation
Complete vehicle-sale paperwork while navigating applicable state-specific requirements.
Customer Experience
Communicate confidently, solve problems, and deliver a consistent customer experience throughout every interaction.
I didn't just build training content.
A consistent field-training framework that guided decentralized trainers through what to teach, observe, practice, and reinforce.
A mobile-accessible Google Site serving as the learner's digital home base throughout the two-week experience.
Daily learner activity that created visibility into progress, participation, and completion.
Knowledge Check results and leader certification connected to the same centralized reporting system.
Centralized visibility into learners, locations, completion, skill progress, Knowledge Checks, certification, and downstream outcomes.
Decentralized training created a data problem.
With training happening across locations throughout the country, I needed a way to understand what was happening without requiring trainers to manually report every learner's progress.
I built a centralized reporting dashboard that brought together Pulse Check activity, skill completion, Knowledge Check results, certification status, location performance, and downstream employee outcomes.
The training team could move from a nationwide view all the way down to individual learner progress while the learning itself remained decentralized.
Program-Level Visibility
Completion, skill checks, Knowledge Check performance, missing activities, and certification metrics could be compared across territories and viewed over time.
Learner-Level Visibility
Filters allowed the reporting to move from regional and location trends into individual learner progress, including activity completion, skill checks, Knowledge Check results, certification requirements, and missing activities.
Connecting Training to Outcomes
Training completion, Knowledge Check, and certification data could be paired with downstream workforce indicators, including retention, to evaluate what happened after the initial onboarding experience.
See the learner experience yourself.
I recreated the Jumpstart Google Site so the structure, learner journey, resources, activities, and overall experience can be explored firsthand.
Portfolio edition: Proprietary information, internal links, confidential company content, employee data, and company-owned assets will be removed or replaced before this experience is made public.
sites.google.com/view/jumpstartcasestudy
Jumpstart
A centralized digital home for a decentralized learning experience.
The solution wasn't another course.
Jumpstart became an operating model for onboarding.
The program combined national onboarding, decentralized field training, mobile learning, local trainer and leader ownership, centralized progress tracking, formal Knowledge Checks, leader certification, and downstream analytics into one connected system.
Knowledge Checks validated understanding before certification, while leader certification validated the employee's readiness to apply that learning safely and independently in the field.
It reinforced a principle that continues to shape how I approach learning strategy: sometimes the learning problem is really a systems problem.
Customer Advocate Road Trip.
Extending onboarding into structured field experience and intentional leader coaching.
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