CHRIS SHAHROZIAN

Versatile and impact-driven Learning & Development Leader with progressive experience across the UAE and Egypt in roles spanning call center operations, collections, training, CRM enablement, and team leadership. Proven track record in BPO, telecom (Etisalat), real estate, and government sectors including Dubai Land Department, DHA, MOHRE, and Dubai Tourism, ADGCC. Specialized in end-to-end training lifecycle management — from needs analysis and curriculum design to digital content creation, delivery, evaluation (Kirkpatrick Model), and post-training ROI analysis. Adept in digital learning platforms, AI-driven tools, data analytics (Excel, Power BI), and e-learning solutions (Moodle, Disprz, iSpring, Canva, 11Labs, Video AI). Known for driving customer experience improvement, policy & process optimization, and aligning learning initiatives with organizational KPIs. Successfully enhanced NPS scores, quality metrics, and learner engagement across multiple functions and projects. A trusted cross-functional collaborator with expertise in stakeholder management, people development, and organizational performance enhancement. Deep understanding of UAE workforce dynamics, learning culture, and compliance frameworks, with hands-on experience working with government-linked entities and multicultural teams across the GCC.

• HR & Leadership Development
• CHRMP – Certified Human Resource Management Professional
• EQ-i2.0 & EQ360 – Emotional Intelligence
• Big Shift Leadership (DAMAC)
• Performance-Based Hiring
• Coaching and Developing Employees
• Body Language for Leaders
• Training & Customer Experience
• Delivering Bad News to Customers
• Learning Salesforce
• Process Improvement & Analytics
• Six Sigma Yellow Belt
• Digital & Marketing Tools
• Art of Digital Marketing
• Economy
• Stock Market Fundamentals & Technical Analysis

• Awarded Best Performer & Employee of the Year – DAMAC, 2024
• Recognized 5 times as a Top Performer and Extra Mile Contributor across multiple roles.
• Designed and delivered 12+ strategic training initiatives, generating an annual ROI impact of €355K.
• Developed and launched automated dashboards and performance reporting systems across training and quality functions.
• Leveraged gamification and e-learning tools to enhance training efficiency, reduce training time, and improve knowledge retention.
• Successfully implemented Dubai Government Contact Center guidelines, earning Top 3 ranking among licensed entities.
• Standardized and implemented Teleperformance Global L&D guidelines across all UAE processes, securing GCC-wide compliance.
• Promoted and developed 5+ internal employees into certified trainers and line trainers.
• Produced 100+ training materials and video-based self-learning content, significantly improving SLAs, customer satisfaction, and engagement.
• Collaborated with client-side marketing and social media teams to deploy learning content that supported customer experience and process optimization.