Summary
Overview
Work History
Education
Skills
CERTIFICATIONS
Awards
Timeline
Generic

Nataliia Shams Eddin

Calgary,Canada

Summary

Dynamic Hospitality Training Specialist with a proven track record at Pursuit Collection, excelling in stakeholder engagement and training design. Achieved an 87% success rate in employee readiness through innovative course delivery. Skilled in adult learning methodologies and client support, fostering impactful learning experiences that drive organizational success.

Overview

17
17
years of professional experience

Work History

Hospitality Training Specialist

Pursuit Collection
Banff, Canada
04.2025 - Current
  • Build relationships with stakeholders across 106 businesses and foster buy-in for hospitality training need and delivery.
  • Design and deliver hospitality excellence training for various levels of employees.
  • Trained and set up for success 87% of employees across various businesses within 11 weeks.

Instructor/Career Counselor

Calgary Immigrant Women's Association
Calgary, Canada
04.2023 - 03.2025
  • Develop and maintain relationships with partners to provide student work experience and employment opportunities.
  • Prepare and mentor students to join the retail sector in the Canadian workplace, specifically in Calgary, through 15-week courses.
  • Tailor resumes ensuring accuracy, prepare students for interviews, and counsel them in their job search.
  • Plan, coordinate and organize practicum for students.
  • Conduct admissions, track student performance and employment information, maintain partners' and employers' database.
  • Achieved a 70% success rate in securing jobs for 44 clients within 1 month of graduation.

Contact Center Supervisor/Trainer

Hermès
Dubai, UAE
10.2020 - 11.2022
  • Led, coached, mentored, trained, and developed an international team of customer service representatives.
  • Successfully managed e-commerce of 6 stores in 5 Gulf countries, resolving customer requests, handling complaints, increasing sales by 35% and maintaining positive client relations.
  • Analyzed call center data to identify areas of improvement in service delivery and productivity.
  • Developed strategies for improving customer experience, resolving complaints, and increasing customer satisfaction scores.
  • Aligned E-learning platforms, resources, delivery, program evaluations, and participation to implement effective sales training and ensure continuous development.
  • Assessed learning needs, analyzed information and created course materials and aids for content delivery, skills assessments and curriculum design and development.
  • Collaborated with partners, subject matter experts and senior leadership team to align objectives and deliverable results.

Cabin Crew Trainer/Facilitator

Emirates Airline
Dubai, UAE
03.2011 - 10.2019
  • Effectively developed, delivered, and reviewed over 150 fine dining serving etiquette, customer focus, sales, leadership and technical courses over 8 years.
  • Utilized data-driven insights to analyze and assess the effectiveness of training content and drive improvements in learning effectiveness and student development.
  • Managed delivery timelines and collaborated with team members to determine the best method for delivery.
  • Courses varied in duration from a 1-day to a 5-day course. The groups varied from 12 to 25 students, local and international.

Admin Coordinator/Facilitator

Emirates Airline
Dubai, UAE
02.2009 - 02.2011
  • Facilitated and coordinated an experiential soft skills training program designed to enhance brand loyalty from February 2009 to February 2011.
  • Presented and worked closely with senior leadership team, tailoring content delivery to the match students' needs and support businesses development.
  • Managed daily operations of the program which encompassed 45 facilitators and 48-52 international students per day, a total of 10,000 clients over 2 years.

Education

Bachelor of Art - Fine Arts

Lebanese University
01.2006

Skills

  • Partner relationships management
  • Adult learning methodologies
  • MS Office Suite
  • Facilitation
  • Training course design
  • Articulate 360
  • Client support
  • Remote Training Delivery
  • Data management
  • Presentation
  • Organizing training
  • Communication
  • Camtasia

CERTIFICATIONS

  • Certified Training and Development Professional Certificate, I4PL, 2025
  • Learning Experience Design, Mindsed, 2024
  • Instructional Design Training, Chinook Services, 2023
  • Certified ATD Master Instructional Designer, Association for Talent Development, 2022
  • Certified CIPD Level 5 Award in Learning and Development, CIPD, 2020
  • Train the Trainer, Emirates Airline Training College, 2011

Awards

Certificate of Excellence for Outstanding Training Program Delivery, 2015, Emirates Airline

Timeline

Hospitality Training Specialist

Pursuit Collection
04.2025 - Current

Instructor/Career Counselor

Calgary Immigrant Women's Association
04.2023 - 03.2025

Contact Center Supervisor/Trainer

Hermès
10.2020 - 11.2022

Cabin Crew Trainer/Facilitator

Emirates Airline
03.2011 - 10.2019

Admin Coordinator/Facilitator

Emirates Airline
02.2009 - 02.2011

Bachelor of Art - Fine Arts

Lebanese University

Similar Profiles

CREATE PROFILE
Nataliia Shams Eddin