My first job at 16 was in a call center for appliance repairs, so this project felt familiar—right down to the anxious calls at the end of a long shift. I wanted the learning experience to stay realistic but also add a little whimsy.

I created three North Pole–themed scenarios where kids report lost, delayed, or damaged presents. Learners navigate the FedPak CRM, practice handling different customer types, and pick up tips along the way.

And yes, the scenarios are a bit wild—but so were some real calls I took. My favorite? A furious customer insisting her dryer warranty should cover the damage caused by trying to defrost a 15-pound frozen turkey inside the dryer.

I was very excited to be featured in Tim Slade's eLearning academy December 2024 challenge! These challenges give a realistic problem to be solved for a fictitious company, suggested course objectives, and a required style guide. You can hear more about my project in the recap video at 3:55.  I have been following these monthly projects for almost a year now, and this was my first time participating as an applicant.  I learn so much from seeing how others approach the content.