1-800-GOT-JUNK?
Bold brand standards, driving training adoption
From the curbside to the classroom, here is how I turn operational logistics into fast-paced, impactful blended learning experiences that truck teams actually want to finish.
The Power of Microlearning
My team and I leverage the full suite of Axonify features to solve the pain points of our truck teams by making every module bite-sized and mobile-friendly, effectively meeting them where they are at the start of their day or between customers. Instead of long-form lectures, I build interactive challenges that feel more like a quick mental break than a chore. By leaning into gamified rewards and healthy competition, I turn the “have-to-do” training into a “want-to-win” experience that keeps my learners engaged and ready for the next job.
By utilizing confidence-based assessments, I can track what a Truck Team Member knows and how prepared they feel to perform under pressure. I integrate AI-driven tools to automate personalized reinforcement knowledge checks, so if a learner struggles with a concept like load estimation, the system automatically circles back to help them nail it the next time. All of these interactions feed into behavioral data insights, which allow me to provide stakeholders with a clear, real-time map of workforce readiness and pinpoint exactly where a pivot in strategy will have the most impact on the bottom line.
Project
Onboarding
The Problem: In a franchise model, maintaining a consistent “look” can be difficult. A friendly, professional appearance is the first step in winning over a customer, but the actual guidelines were buried in Google Docs. This led to a lot of mixed messaging and inconsistent enforcement, making it nearly impossible for our +160 locations to align with our core Exceptional Focus Areas (EFAs).
The Build: I knew that a 10-page PDF wasn’t the answer. Instead, in combination with other digital tools, I used Articulate Rise to build an interactive digital lookbook where learners could select different parts of the uniform to read about the specific requirements. Whether a Truck Team Member was prepping for a Vancouver downpour or a Phoenix heatwave, they feel confident, safe, and, most importantly, proud to represent the brand.
The Strategy: Partnering with Brand Excellence and Compliance, I established a definitive “Source of Truth” for the Learning Library to standardize global expectations. By breaking down complex safety standards into non-negotiable visual call-outs, I made sure every franchise, no matter their climate, had a clear outline for excellence that was easy to follow and even easier to enforce.
Project
Single Item Pricing Promotion
The Problem: A high-stakes sales activation only works if every franchise location is perfectly aligned on the ‘Why’ and the ‘How’ from day one. But with 100+ participating locations across three countries, we were dealing with three distinct pricing models and regional differences. To add to the pressure, we had a tight turnaround for a short-term promotion, meaning there was no room for a slow learning curve.
The Build: Simply dumping technical T&Cs onto a module wasn’t going to work. Instead, I created buy-in by centering the training on the what is in it for me (WIIFM), framing the promotion as a tool for the Truck Teams to close more sales. By localizing the content with regional pricing and terminology (swapping “Box Spring” for “Bed Base” for our Aussie Truck Teams down under), learners received the relevant information essential to providing a strong value prop and closing the job with confidence.
The Impact: Successfully enabled all participating locations to convert high-volume single-item jobs into full-truck value, increasing the Average Job Size (AJS) and exceeding the goal of +$540. By the end of the promotion, we achieved a 60% completion rate and a measurable knowledge lift of 4%.
Project
Mystery Shop Program
The Problem: Historically, the Mystery Shop program was viewed as a “gotcha” rather than a coaching tool. Truck Teams had a fundamental lack of awareness, which meant they were often blindsided by the audit, leading to missed opportunities. Meanwhile, Operations Managers struggled with the logistics of the program, lacking a clear process for ordering additional audits for performance tracking and effectively coaching their teams to meet the brand’s high standards.
The Build: Following a needs assessment with the Compliance Manager, I led a 4-month development cycle to build a 5-module, dual-path curriculum. I facilitated bi-weekly SME meetings to refine the content, providing TTMs with “what good looks like” and Managers with a toolkit for audit dashboards and coaching.
The Impact: The training was so successful that our third-party vendor now showcases it to other clients as the “gold standard” for program integration. Three months post-launch, we are seeing a consistent upward trend in scores. Additionally, we’re seeing a 2% increase in optional shop orders by Operations Managers, which signals a shift in culture from viewing the program as an annoyance to utilizing it as a valuable coaching tool.