About Me

Hi there, I’m so glad you’re here!

My name is Ana. I’m Brazilian, a Disney fanatic and I love puppies! Now, let me tell you about my other passion: crafting beautiful learning experiences and understanding what brings the best outcome to my learners.

I lived in Seattle, WA for 12 years and had the opportunity to work for great companies such as Nintendo, Microsoft and Amazon. I am currently located in Orlando, Florida, where I work remotely for Amazon and am able to continue developing the best solution to my customers.

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My passion for teaching started when I was very young and used to “play school” with my cousins — I was always the teacher! I started teaching English as a second language to Brazilian students at the age of 18. When I was 21, I was already creating and coordinating curricula at the language school I worked. I always tried to incorporate different techniques in my classes. My work as an Instructional Designer began in 2013 when I started working at Amazon. It was the perfect marriage between using technology and creativity to engage my learners beyond the normal classroom environment. I felt I finally found my true passion!

amazon spheres, the mini rainforest campus in seattle by NBBJ

At the moment, I am a Senior Instructional Designer at the Amazon Customer Services team where I support the training and development of the award-winning team of Customer Service Associates in North America. These are some of the many training programs I have launched throughout my tenure at Amazon: a comprehensive Empathy and Soft Skills training program for CS agents, a New Hire On-boarding experience for agents supporting Amazon Brazil, Mexico, Canada and the US, as well as many continuous learning interventions to ensure our workforce is applying the appropriate knowledge, behaviors and skills on all Amazon customer contacts, while delighting our customers with the best customer service experience in the world.

What Is Customer Service, and What Makes It Excellent?

At Amazon, I also had the chance to work at the Alexa Data Services team, where I had the opportunity to create learning solutions to onboard data center specialists in a global scale. I ensured that my learners had a consistent and effective learning experience regardless of the region they were being trained. Another team I worked on at Amazon is the World Wide Customer Service experience, where I used design techniques that ensured for a smooth training localization to all the regions we support, as well as adherence to Accessibility guidelines.

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While I’m not working, I like learning new technology and trends that I can leverage in my learning designs. I also like playing video-games (HUGE Nintendo fan-girl!) and I love spending time with my husband and 3 dogs (Bernese Mountain Dog, Aussie and Rottie). I love coffee, reading, taking pictures and traveling. I am also obsessed with anything Disney.

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I created this website not only as a platform to showcase my work and network with like-minded people, but also as a place to inspire new educators that are thinking about new ways to engage their learners. I truly hope you have fun and feel inspired while browsing around. Or, if anything else, I hope I can make you leave my little corner of the web with a smile on your face.

Thank you for stopping by!

Ana Grade.

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