FATHIMA SAHLA
ABU DHABI,Abu Dhabi
Summary
Training, Learning & Development Specialist with 5+ years’ experience designing, developing, and delivering transferable soft‑skills and service‑excellence programs across hospitality and corporate settings. I manage the full L&D cycle, Training needs analysis, stakeholder scoping, curriculum design, facilitation, and post‑training evaluation, ensuring alignment to brand standards, and measurable outcomes. I create engaging materials to keep content current with best practices, and use LMS data and feedback analytics to track impact and drive continuous improvement. A confident, articulate facilitator and consultative partner who builds strong client relationships and provides clear progress reporting and recommendations.
Overview
10
10
years of professional experience
1
1
Certification
Work history
Learning & Development Specialist (HR)
Joud Coffee
Abu Dhabi
07.2023 - Current
- Led the full L&D cycle across outlets: needs analysis, training plans, curriculum design, facilitation (classroom and virtual), and post‑training evaluation aligned to business goals and brand standards.
- Built and delivered onboarding and orientation with a structured 30–60–90 program, accelerating time‑to‑productivity and standardizing expectations for interns and new hires.
- Designed and delivered transferable soft‑skills programs (Customer Service Excellence, Effective Communication, Handling Complaints, Upselling and Cross‑Selling) tailored to frontline and supervisor roles.
- Created engaging materials such as presentations, facilitator guides, interactive activities, e‑learning modules, user manuals, and job aids—using Articulate 360, and real‑time classroom assessments to boost engagement and retention.
- Implemented and administered the Wisetail LMS (course architecture, user management, learning paths, reporting) and used feedback analytics to achieve a 30% improvement in training completions and adoption.
- Established an evaluation framework (impact surveys, knowledge checks, on‑the‑job observations) and used data to iterate content and improve transfer of learning.
- Built Power BI dashboards and KPI packs to report progress, compliance, and impact to leaders; provided recommendations based on trends and learner feedback.
- Ensured brand alignment and voice consistency in all training content; authored the Employee Handbook to clarify policies and standards for new and existing staff.
- Partnered with Operations, Retail, and HR business partners to scope needs, tailor programs, and meet training targets; issued clear progress reports and action plans.
- Drove cross‑training and role‑specific pathways to increase workforce versatility and reduce skill silos; maintained content currency with industry best practices.
Training and Development Coordinator
Etihad Airways
Abu Dhabi
02.2020 - 07.2023
- To plan the daily agenda that includes the duties need to carried out by the front end staff members and to train the guest staff members on the various facilities that are being rendered.
- Worked with HR to evaluate training requirements and schedule onboarding sessions for new hires.
- To hire and train new staff members as per the requirement and to schedule the staff members to various shifts
- Conducts training programs for the staff members and makes sure that they completely understand the significance of excellent customer service.
- Worked with central management to identify, plan, align and address training needs.
- Compiled training handbook and related course materials.
- Monitored training reports within learning management system for respective roles to promote initial and annual training completion.
- Created reports and provided administrative support of training systems and databases such as Oracle, and SharePoint.
Human Resources Generalist
Alsa Apollo Kitchens International LLC
02.2017 - 01.2020
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Implemented and supervised orientation procedures for new hires.
- Met with staff to resolve difficult situations related to performance and conflict management.
- Handled new-hire orientation and basic recruiting tasks for best-in-class talent identification.
- Liaised with HR and payroll to coordinate and manage employee leaves of absence.
- Developed and enforced company policy and procedures relating to human resources activity.
- Developed and built internal and external relationships with project teams, department managers and consultant teams to improve delivery of HR services.
- Completed termination paperwork and exit interviews.
- Managed employee rewards programs.
- Oversaw payroll verification and reconciliation processes to maintain accurate and timely execution.
- Maintained human resources information system and kept employee files up to date and accurate.
- Completed background and reference checks to facilitate hiring and onboarding of employees.
- Reviewed and corrected job offer letters for completeness and accuracy before approving delivery.
Human Resources Assistant
Zayed University
02.2016 - 01.2017
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Posted positions through approved recruitment channels.
- Improved productivity initiatives while coordinating itineraries and scheduling appointments.
- Prepared monthly, weekly and daily logs using Microsoft Office Suite.
- Processed documentation for employee actions such as new hires, grievance resolutions and terminations.
- Compiled employee records from individual departments to maintain central files.
Admin and HR Assistant
Emerging Technologies
03.2015 - 02.2016
- Documented human resources records and maintained confidentiality of sensitive personal information.
- Updated Human Resources Information System (HRIS) database, maintained data accuracy, and assisted with system changes.
- Maintained office supplies, distributed mail, and processed invoices for payment.
- Performed internal and external audits and research and administrative reviews of programs and plans to support HR administration.
- Reviewed and screened applicant resumes to identify qualified candidates.
- Maintained work structure by updating job requirements and job descriptions for positions.
Education
Bachelor of Business Administration - Human Resources
Himalayan University
Certified Human Resource Professional - Human Resource
Nadia Global Training Institute
Bachelor of Science - Environmental Engineering
ADU - ASTI
Project Management Professional - Project Management
Times Training Institute
Skills
- Training Needs Analysis & Learning Strategy
- Articulate 360 - Instructional Design (classroom, virtual, e‑learning, blended)
- Soft Skills Facilitation (communication, service excellence, leadership, teamwork)
- LMS Implementation & Administration
- Content Authoring & Curation (presentations, manuals, guides, interactive activities)
- Evaluation & Impact Measurement (Kirkpatrick, surveys, feedback analysis)
- Data Analytics & Reporting (Power BI dashboards, KPIs)
- Stakeholder Engagement & Client Relationship Management
- Coaching, Mentoring & On‑the‑Job Training
Certification
- Certified Learning and Development Professional
- Certified Human Resource Professional
- Certified in Project Management (PMP)
- Certified Executive Secretary Professional and Diploma in Business Administration
Languages
Arabic
Upper intermediate
English
Fluent
Hindi
Fluent
Accomplishments
- Employee of the year recognition 2019(HR dept, AKI)
- Panasonic Eco scholarship Award, Abu Dhabi University
- Winner of UAE's second Undergraduate Student Research Competition
- H.H. Sheikh Zayed Memorial Award, Higher Secondary School Examination
Personal Information
Tools
LMS: Wisetail, Schoox, PowerSchool, Blackboard Learn
Analytics & Reporting: Power BI
HRIS & Collaboration: Oracle, SharePoint
Productivity: Microsoft Office Suite
Timeline
Learning & Development Specialist (HR)
Joud Coffee
07.2023 - Current
Training and Development Coordinator
Etihad Airways
02.2020 - 07.2023
Human Resources Generalist
Alsa Apollo Kitchens International LLC
02.2017 - 01.2020
Human Resources Assistant
Zayed University
02.2016 - 01.2017
Admin and HR Assistant
Emerging Technologies
03.2015 - 02.2016
Bachelor of Science - Environmental Engineering
ADU - ASTI
Project Management Professional - Project Management
Times Training Institute
Bachelor of Business Administration - Human Resources
Himalayan University
Certified Human Resource Professional - Human Resource
Nadia Global Training Institute
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