Work experience

• Sr. Training Specialist

  Tongcheng Group

  2024.06-2025.04

  (a year)

   Conduct needs assessments across customer service teams to identify performance gaps and propose learning opportunities  Design, develop and deliver training curricula and e-learning modules aligned with strategic business goals  Manage Learning Management Systems (LMS) and utilize KPIs (e.g., retention rates, time-to-productivity) to evaluate training ROI and improve ongoing programs  Mentor and supervise junior trainers, ensuring a unified approach to instructional delivery and participant evaluation, etc.  Offer coaching and train-the-trainer sessions to existing trainers to ensure up-to-date skills
• Senior training specialist

  Ctrip Group

  2022.02-2023.07

  (a year)

   Collaborate with cross functional teams to create training courses/materials  Conduct thorough needs assessments to identify skill gaps and develop targeted training strategies for effective learning outcomes  Ensure successful implementation of training plans, deliverables and strategies  Manage and lead training-related initiatives and programs  Provide formal coaching to staff and other trainers with pre-identified objectives and measurable outcomes  Establish metrics for training success, tracking progress and demonstrating the tangible impact of training on business performance  Create induction programs for new hires, accelerating their integration into the company and enhancing productivity early on  Work closely with cross functional teams to boost employee engagement in tracking service-related issues, matters and nuances that may be overlooked by other teams otherwise, etc.  Support HR specialist with hiring & onboarding process ensuring screened candidates meet customer service team requirements, and workforce is allocated correspondingly
• Senior training specialist

  ReSourcePro LLC

  2018.08-2021.07

  (3 years)

   Analyze, design, develop, deliver, evaluate the whole training process  Ensure successful implementation of training plans, deliverables and strategies  Manage and lead training-related initiatives and programs  Collaborate with other teams to assess training needs and possible solutions

Educational experience

• Yerevan State University of Languages & Social Sciences

  Public Administration & Education Planning

  2014.09-2017.02

  (2 years)

  Masters’ Degree
• Yerevan State University of Languages & Social Sciences

  English Linguistics

  2010.09-2014.06

  (4 years)

  Bachelors degree
• Girls Preparatory School

  High School

  2007.08-2010.06

  (3 years)

  High school

Languages

Skills