Ben P. Creates

Project · Geotab

Learning, Enablement & Knowledge

Designing and delivering learning at scale across employees, customers, and reseller partners.

RoleTrainer, Instructional Designer & KCS Coach
FormatLive Training, Webinars, Documentation, Video
AudienceEmployees, Customers & Resellers
FocusLearning, Enablement & Knowledge Management

Overview

Over eight years at Geotab, my work grew from product training into a broad mix of instructional design, facilitation, onboarding, performance support, knowledge management, and learning infrastructure.

I worked across teams and audiences, helping employees, customers, and reseller partners understand both the Geotab platform and the increasingly complex operational and regulatory environment surrounding it.

The challenge

Geotab grew rapidly, and learning needs grew with it. New employees needed onboarding. Customers and resellers needed product education. Support teams needed to understand complex regulations. Knowledge had to be documented, maintained, and shared consistently across a growing organization.

The challenge was rarely just delivering information. It was helping people understand what mattered, why it mattered, and how to apply it in real situations.

My work

  • Delivered more than 100 live webinars for employees, end users, and reseller partners.
  • Designed and facilitated a four-day intensive Hours of Service workshop more than 20 times over two years, supporting Support and Customer Engagement employees through the ELD mandate and its implementation.
  • Created extensive end-user documentation, including how-to guides, tutorial videos, and quick-reference materials.
  • Recruited, trained, and coached KCS coaches, building their ability to coach others effectively.
  • Trained employees in KCS principles and practices and provided ongoing coaching as they applied them in their work.
  • Helped establish Geotab's first Learning & Development team.
  • Supported organizational buy-in, selection, and implementation of an LMS.
  • Worked across departments to improve how learning and knowledge were created, delivered, and maintained.

Artifacts

KCS Coach Training

KCS coach training slide asking how much power a coach has KCS coach training slide explaining that a coach has no power over those they coach
Training for new KCS coaches focused on coaching as a skill, not just knowledge of KCS. Coaches learned to support and develop their coachees without acting as managers or simply providing answers.

Coaching Skills

KCS coach training slide about practicing self-awareness KCS coach training slide about listening skills
The workshop treated coaching as a set of learnable interpersonal skills, including self-awareness, active listening, asking questions, and keeping the focus on the coachee.

Product How-to Guides

Geotab how-to guide showing how to add a vehicle or device Geotab how-to guide showing how to access the Watchdog Report
Step-by-step performance support translated complex product workflows into instructions employees, customers, and reseller partners could use on the job.

KCS Quick Reference

KCS quick-reference guide
A concise performance-support resource designed for use while employees were applying KCS in their day-to-day work.

Live Webinar Facilitation

Excerpt from a live customer webinar demonstrating a workflow in the Geotab platform. I delivered more than 100 webinars for employees, customers, and reseller partners.

Reflection

Learning works better when people trust the person helping them learn.

Geotab reinforced for me that effective learning is as much about relationships as content. Because I worked across onboarding, product training, webinars, KCS, and support enablement, I became a familiar resource to people throughout the organization. That trust made it easier to ask questions, challenge assumptions, and help people make sense of complicated systems and processes.