Hi! I’m Jenny Evans.
I design training and enablement systems that help people do their jobs with confidence, clarity, and consistency. My work sits at the intersection of learning, operations, and customer experience—where better training leads to better decisions, stronger performance, and better outcomes for both employees and customers. I focus on building practical systems that reduce friction, support real-world execution, and create measurable impact.
What I’m Known For
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I design learning experiences that translate complex processes and behaviors into clear, practical instruction. My approach focuses on real-world application, scenario-based learning, and structured skill progression so employees can confidently apply what they learn on the job. I build training using a mix of instructional formats including live facilitation, video learning, job aids, and structured practice.
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I approach training as a performance strategy rather than a standalone activity. By aligning learning initiatives with operational goals and customer experience outcomes, I help organizations build capability that improves both employee performance and service quality. My work often involves designing scalable learning frameworks that support onboarding, ongoing development, and leadership growth.
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I facilitate learning experiences that are engaging, practical, and focused on real-world application. My facilitation style emphasizes participation, discussion, and scenario-based practice to help learners connect concepts to the work they do every day. Whether delivering in-person, virtual, or blended sessions, I focus on creating an environment where employees feel comfortable asking questions, practicing new skills, and building confidence in their ability to apply what they learn.
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Item descriptionI approach training as a performance strategy rather than a standalone activity. By aligning learning initiatives with operational goals and customer experience outcomes, I help organizations build capability that improves both employee performance and service quality. My work often involves designing scalable learning frameworks that support onboarding, ongoing development, and leadership growth.
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Item descriptionI use performance data to measure training effectiveness and guide continuous improvement. By analyzing metrics such as quality scores, productivity trends, service levels, and error rates, I evaluate how learning initiatives influence operational outcomes. These insights help refine training programs and ensure learning investments translate into measurable business results.
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Item descriptionWith a background leading customer experience teams, I specialize in designing training that improves communication, problem-solving, and service recovery skills. My training focuses on helping employees navigate complex customer interactions with confidence while maintaining professionalism and empathy. The goal is to strengthen both employee capability and customer trust.
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Learning does not end when a training session is complete. I build reinforcement systems that support behavior change through structured coaching, feedback, and accountability. By partnering with leaders and supervisors, I help translate learning into sustained performance improvement and stronger team capability.
Featured Work
Examples of how I design learning experiences that improve performance and strengthen customer experience. These include a training video focused on de-escalating challenging customer interactions and a walkthrough of my instructional design process, showing how I translate operational challenges into structured learning solutions.
What People Are Saying
“Working with Jenny had a huge impact on my development and confidence. Jenny cared passionately about the team and always created an open, supportive environment where we felt comfortable asking questions. Jenny consistently provided clear, hands-on training—whether it was phone skills, resolving complex issues, system navigation, entering samples, or building reports—and made sure everyone understood not just the “how,” but the “why.” Jenny’s leadership style was patient, approachable, and empowering, and it truly helped our team succeed.”
— Jay Olivares, Former Direct Report and Team Supervisor
“Jenny has consistently demonstrated exceptional expertise and leadership. She’s patient, kind and has a lasting impact in growth and development helping one to always thrive.”
— Silvia Solorio, Former Frontline Direct Report
“Jenny Evans is one of the best managers I have had. She is compassionate and understanding and an effective instructor. She has clear communication and expectations that she sets. She is approachable with any questions and creative in finding solutions. She is one of the first I think of when thinking of a good leader.”
— Emma Winegar, Former Frontline Direct Report
“Jenny is the kind of leader you want on your side. She jumps in across functions, turns chaos into clarity, and builds systems that actually stick. As a former business partner, I built a strong working relationship with her and learned a ton from her style. She trusts people, clears roadblocks, and gets cross-functional teams rowing in the same direction, remote or on-site.
She’s sharp, adaptable, and relentless about solving problems—the kind of talent you won’t get from any AI model. And she brings real, contagious energy to every room. I’d work with Jenny again in a heartbeat!”
— Mario Melendez , Former Former Direct Report and Team Supervisor
“Jenny Evans was a wonderful Manager & role model to me, she was always approachable & did a great job leading the team especially in difficult situations. Not only did she strive to make a pleasant work environment for her employees but also made sure the customers were well taken care of & satisfied.
There is no situation that would arise that Jenny would not be able to handle in the most friendly & professional manner. She was truly an asset to the company in my opinion & I miss having her as my manager.”
— Nancy Leigh-Echevarria, Former Frontline Direct Report
“I appreciate how you always listen to our ideas and encourage open communication. I’ve learned so much from you, you are such a good leader.
Your generous efforts to establish an atmosphere of support earned a special place in our team.”
— Mario Aguilar, Former Direct Report and Team Lead
"I’ve had the pleasure of working alongside Jenny Evans for over ten years, and she is truly an exceptional leader and operations professional with extensive experience in managing teams, optimizing processes, and driving organizational growth. Her ability to develop and implement effective training programs, improve operational efficiency, and coordinate across multiple departments has consistently elevated both team performance and overall business outcomes at SnugZ.
Jenny leads with integrity, empathy, and professionalism, inspiring her team to achieve their best while fostering a positive, collaborative, and results-driven environment. She is proactive, solutions-focused, and consistently goes above and beyond to deliver meaningful impact.
Any organization would be fortunate to have Jenny, she embodies leadership, strategic thinking, accountability, and an unwavering commitment to excellence."
— Katy Burum, Former Manager and Strategic Partner
“Jenny has helped me grow by providing endless opportunities to explore new aspects of customer service. She is very detail-oriented when training others, ensuring that everyone fully understands each process and feels confident in their role. Jenny also takes the time to discuss year-end goals and provides valuable resources to help achieve them. Her guidance and support have played a key role in my professional development and success.”
— Krystal Larsen, Former Frontline Direct Report
What I Bring to Learning & Development
Accelerated New Hire Readiness
Redesigned the customer service onboarding program to better align training with real operational workflows and performance expectations. I introduced structured learning paths, scenario-based exercises, and targeted coaching checkpoints that allowed new hires to practice critical skills earlier in the training process.
As a result, onboarding time was reduced from six weeks to four weeks, while early-tenure performance and quality outcomes improved. This change accelerated employee readiness, reduced ramp costs, and enabled the organization to bring new team members to productivity more quickly without sacrificing service quality.
Scaled Organization During Rapid Growth
Supported the growth of a high-volume customer experience organization as it expanded from 10 to more than 30 employees while managing roughly 200% workload growth. To sustain performance during this period of expansion, I helped build the training infrastructure required to scale effectively, including structured onboarding programs, learning resources, coaching frameworks, and clearly defined operational processes.
These systems ensured that new hires could be onboarded efficiently, performance expectations remained consistent, and service quality was maintained as the team grew. The result was a more scalable learning and operational model that supported rapid organizational growth while improving core performance metrics.
Improved Team Performance Through Coaching and Learning Analytics
Implemented a structured coaching and development approach designed to reinforce training and improve real-world performance. By analyzing operational metrics such as quality scores, service levels, productivity trends, and customer satisfaction, I identified skill gaps and training opportunities across the team.
These insights informed targeted coaching sessions, focused training initiatives, and weekly development discussions that helped employees strengthen both technical and communication skills. Through this combination of data-driven insights and ongoing reinforcement, individual and team performance improved by approximately 20%, contributing to stronger customer outcomes and more consistent service delivery.