Ludmila Balan

• Developed data-driven coaching frameworks by analyzing employee chat interactions and performance dashboards, resulting in 20% faster onboarding and reduced error rates.
• Designed a 10-day immersive sales training curriculum for business-class airline ticket sales, equipping new hires to sell independently from day one.
• Implemented structured training workflows and trainer development programs, ensuring a consistent, high-quality training.
• Cooperated with content creators to adapt training into interactive digital formats, ensuring seamless delivery in a remote-first environment.

Key Achievements:

• Increased training efficiency and knowledge retention through adapted hybrid/remote learning methods.
• Built performance dashboards that linked training effectiveness to post-training employee performance.
• Successfully prepared employees to transition from training to independent performance from Day 1.

Projects & Key Contributions

• Training Transformation Project: Shifted L&D delivery model from classroom-only to hybrid/remote, adapting methodology and tools for a distributed workforce.
• Data-Driven Training Analytics: Designed dashboards and KPIs to measure effectiveness of training programs and report results to senior leadership.
• Stakeholder Communication: Presented training results and improvement strategies to executive teams, strengthening alignment between L&D and business outcomes.

• Conducted daily practical sessions with role plays and scenario-based learning to help agents handle real customer interactions confidently.
• Supported internal projects by quickly understanding operational needs, adapting materials, and training large groups under tight timelines.
• Developed interactive training content for both new and current employees, focused on real-world challenges.
• Provided hands-on coaching and feedback to help trainees improve performance.
• Delivered engaging role-play and simulation-based sessions, preparing staff for real-world problem-solving under pressure.
• Adapted training rapidly in response to business changes, supporting consistent KPIs in highly dynamic environments.