Franchesca Frias

Instructional Designer

Instructional designer with 6+ years of experience delivering high-impact learning solutions for diverse learner audiences across public and private sectors. Skilled in designing scalable, data-informed, and inclusive learning experiences grounded in adult learning theory. Proven track record of improving product adoption, policy compliance, and learner performance in fast-paced, cross-functional, in-person, blended and remote environments.

Professional Experience

Instructional Designer September 2022- Present Date

Lead end-to-end design of global learning programs aligned with business goals across Sales, Product, and Policy teams. Drive user behavior change through scalable, relevant, interactive eLearning, resulting in improved advertiser policy compliance, posting rates, and product usage. Gather and analyze post-training data such as LSAT, formative and summative assessments to inform future iterations of learning experiences based on performance outcomes.

Key Accomplishments:

  • Designed and launched a global Safety & Integrity curriculum through TikTok Academy-onboarded 5,000+ users with a 43% completion rate and 97% learner satisfaction

  • Led 23 advertiser enablement sessions, resulting in over $1M in incremental revenue through improved content quality and reduced ad rejection rates

  • Created policy playbooks for brands like L'Oréal, Procter & Gamble and Coca-Cola, scalable templates reduced production time by 40% and learning materials earned a 94%+ usefulness ratings

  • Developed a scalable suite of branded visual templates, decks, and infographics that cut development time by 40% and strengthened brand consistency across global learning assets

Learning Specialist August 2018- August 2022

Led the design and delivery of individualized learning solutions for diverse student populations, leveraging data, digital tools, and instructional strategies to address learning gaps and improve outcomes. Partnered with administrators, instructional coaches, and multidisciplinary teams to align curriculum with performance goals and support school-wide initiatives. Integrated formative and summative assessments into learning cycles, using data to adapt instruction and improve long-term academic growth.

Key Accomplishments:

  • Facilitated professional development for 30+ district leaders on remote instruction, earning 97% high-usefulness ratings and driving digital transformation at scale

  • Delivered 50+ hours of technical coaching for educators and students across platforms, improving tech adoption and minimizing classroom disruptions

  • Created and launched a 50+ asset digital resource library addressing remote learning needs-used by over 1,000 educators, students, and families during the

    pandemic

HelpDesk Analyst September 2017- September 2018

  • Supported enterprise-wide tech adoption by delivering front-line technical assistance to 500+ clinical, research, and administrative users across multiple departments

  • Resolved 100+ weekly software, hardware, and connectivity issues with a 95% first-call resolution rate, enhancing productivity and minimizing downtime

  • Helped reduce recurring support tickets by 25% through proactive user education and simplified technical guides tailored to non-technical audiences

Technical Specialist October 2015- September 2017

  • Provided technical support and guidance to customers with hardware, software, and services-related inquiries, ensuring swift and accurate resolution.

  • Quickly identified product issues and either resolved them or confidently guided customers through the appropriate service options, including repairs, replacements, or upgrades.

  • Facilitated hands-on technical troubleshooting for devices such as iPhone, iPad, Mac, and Apple Watch, often collaborating with Genius Bar or technical teams.

  • Educated customers on basic device functionality, Apple ecosystem integration, and best practices for product care and use.

  • Ensured seamless customer experiences by managing queues, service appointments, and follow-ups in an organized and professional manner.

  • Content/Copy Writing                       

    Learning Management Systems (LMS)  

    Project Management                                 

    User-Centered Design

    Training Facilitation                               

    e-Learning Development                 

    Sales Enablement

    Communication              

  • Microsoft Office applications/G Suite

    Articulate: Rise

    Video/Photo Editing /Graphic Design (Camtasia, Adobe Illustrator, iMovie, Canva, Capcut)

    Figma

    Project Management tools: Meego, Asana

    Certified in iOS support and troubleshooting

  • Spanish (Native)

Education

Master of Arts in Learning Technology & Experience Design

Instructional Design, 2021- 2022

GPA 3.667

Master of Science in Education

Special Education, Students w/ Disabilities 7-12, 2021

GPA 3.880

Bachelor of Arts in English

Creative Writing, 2017

GPA 3.775

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