Bellingham Aviation Services
Project Description
The hiring and training project that I completed for Bellingham Aviation Services was created with the goal of increasing the customer service team as the company heads into the busy season. In addition to hiring and training the two new hires, the training manual and procedures were severely outdated. This project consisted of overhauling the training information and system and then implementing it among the new hires and those currently working with customers to ensure consistency.
Project Objectives
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Hiring two new customer service representatives
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Creating new training resources and instructions
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Implementing the training among all customer service representatives
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Creating shared folders and live documents digitally
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Give the team the ability to constantly update and grow as the organization grows.
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Project Process
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Sort through all of the current training information to determine if the documents should be updated or remade.
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Meet with management to determine if there are any materials that need to be created to supplement the currently available information.
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Create interview questions. The project was shifted slightly and my focus was needed on the training materials and training of new employees rather than the hiring of new employees. Therefore I provided interview questions and spent my time training.
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Systematically update or create training materials and send them to management for review.
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Train the new employees using new materials to supplement their learning. Using their feedback during training to update the materials.
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Scan all frequently used forms and add them to the training materials.
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Create a shared Google Doc folder containing all of the training materials and relevant forms.
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Meet with my direct supervisor to go over the work completed and make any required changes.
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Connect all customer service representative's and manager's emails to Google Doc and share the folder.
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Make any relevant changes and print a hard copy of the manual for office use.
Project Outcomes
The project was very successful. The new hires have been successfully trained and are able to work on their own. The Google Drive folders have allowed employees to access the information whenever they need it by searching for keywords. In addition, many of the computers do not have the Microsoft Office suite and using Google Docs changes can be made at any time that all relevant personnel can access. ​
