Peer-led training that made new technology feel doable

At Keller Williams Realty, I oversaw the design and delivery of training for the Tech Ambassador Program, a peer led approach created to help agents confidently adopt new technology during major platform changes.

Instead of relying only on centralized training, the program equipped trusted agents and staff within each market center to serve as local technology guides. The goal was to help people actually use new tools in their day-to-day work, not just attend training sessions.

Keller Williams was rolling out new and evolving technology across hundreds of market centers in the U.S. and Canada. Many agents felt overwhelmed by frequent updates, new systems, and changing workflows.

Local Tech Ambassadors were eager to help, but most were not professional trainers. They needed clear guidance, practical materials, and support to confidently teach others while continuing to do their own jobs.

The challenge was to create training that worked at scale while still feeling personal, relevant, and supportive.

I focused on designing training around real tasks agents needed to perform, not just features of the technology. The emphasis was always on how tools fit into daily work and helped agents be more productive.

Because Tech Ambassadors were peers, the training had to be simple to deliver and easy to adapt. Clear structure, real examples, and step by step guidance made it possible for non-trainers to lead effective sessions with confidence.

I oversaw the creation of practical training resources that Tech Ambassadors could use right away. This included ready to use workshops, facilitator guides, job aids, and short digital learning tools that explained how and why to use Keller Williams technology.

The materials were designed to be customizable for local needs while staying consistent with company standards. This allowed training to feel personal without losing clarity or quality.

I delivered live and virtual training sessions to launch and support Tech Ambassadors, providing guidance on both the technology and how to teach it. As the program grew, I supported a team that helped scale delivery and ongoing support.

Regular communication and shared resources helped create a strong network of Ambassadors who could learn from one another and continue improving how technology training was delivered locally.

The program increased technology adoption, improved confidence among learners, and supported sustained use during major system changes. Tech Ambassadors became trusted resources within their market centers, reducing frustration and increasing consistency.

The program was recognized internally as a key part of Keller Williams’ technology rollout strategy and influenced how future training initiatives were designed.

This work required close collaboration with technology teams, training partners, and field leaders. Timelines were tight and platforms were constantly evolving. Flexibility, clear communication, and strong relationships helped keep training aligned with real needs.

The focus stayed on helping people succeed, even as the technology continued to change.

This project showed the power of peer led learning when it is designed with care. When people are supported by someone who understands their work, learning feels more approachable and change becomes less intimidating.

The Tech Ambassador Program turned technology adoption into a shared effort, helping people feel capable instead of left behind.