Irina Ketkin

Experience

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  Bwin

  Nov 2010 - Aug 2016

  Quickly progressed from customer service to trainer and partner roles following great contributions to both strategic and operational performance and efficiency. Handle L&D requests for nearly 2,000 employees at major offices in Europe, expertly training / mentoring all levels of team members to target individual needs. Administer psychometric assessments, including MBTI and Talent Q. Control L&D budget as well as prepare dashboards / reports.Key achievements• Elevated staff performance through design and delivery of training courses encompassing one-on-one and teambuilding sessions• Launched innovative training sessions for management and employees, including development programmes focused on talent optimisation.• Served as partner on full training needs analysis (TNA) across all levels of the group, identifying issues and generating development solutions.• Ensured top levels of ROI in regards to training investments through robust training evaluation to Kirkpatrick Level 3.• Delivered e-learning compliance training, using Abode Captivate and SkillSoft.• Played a key role in key projects by supporting efforts of Head of Employee Organisation Development. Show less Orchestrated creation and delivery of high-quality and innovative management / employee training programmes to expand and optimise utilisation of key talents.Key achievements• Established brand for a “university” L&D programme, including training workbooks, reports, and emails.• Successfully addressed the training needs of employees and managers in the Bulgaria office through analysis and delivery of customised learning solutions.• Completed comprehensive training evaluations to ensure top levels of ROI.• Contributed to enhancements in operational effectiveness across the organisation.• Promoted and expanded usage of online learning resources across the jurisdictions. Show less Provided expert design, update, improvement, and implementation of top quality Induction Programmes for various customer service teams (new hire on-boarding, business needs assessment, and products / services features).Key achievements• Elevated all aspects of staff and team development by working closely with managers to identify and target training needs.• Delivered coaching and mentoring sessions to customer service agents, increasing personal performance and providing management team with recommendations on competency development interventions as needed.• Expertly supplied trainings for the entire bwin.party group products / service portfolio, including programmes for B2B, B2C, and CS teams / trainers in other locations. Show less

  • Employee and Organisation Development Manager

    Aug 2014 - Aug 2016

  • Employee and Organization Development Partner

    Oct 2012 - Jul 2014

  • Customer Services Trainer

    Aug 2011 - Oct 2012

  • Customer Service Representative

    Nov 2010 - Aug 2011
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  Telenor

  Oct 2016 - Oct 2017

  Learning and Development Manager

  Joined Telenor Bulgaria in October 2016 as maternity cover for the L&D expert. Handle all training-related requests from the business and follow-up administration.Key achievements• Launched blended approach to learning (online and classroom) • Re-designed and revamped internal LMS (Crossknowledge) to fit local development needs• Facilitated and ran a development program for top talents • Piloted an online learning solution for the first time in Telenor Bulgaria (LinkedIn Learning)• Secured key strategic partnerships for developing critical capabilities• Design and deliver tailor-made soft skills training programs for all employees• Designed and maintain key L&D analytics database and main communication channels (Workplace)• Create and curate eLearning content in the form of courses and video animations Show less

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  Progress

  Jan 2018 - Jun 2018

  Senior Learning And Development Manager

  Driving management development across all Progress locations, through monthly webinars and new manager orientation training.

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  Learning Adventures Ltd.

  Jun 2018 - now

  Owner | Learning and Development Consultant

  Helping companies and individuals reach their full potential through various Learning and Development methods - coaching, teambuilding, facilitating, psychometics, eLearning, soft skills training and many others.

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  The L&D Academy

  Nov 2020 - now

  Founder

  The L&D Academy is an educational online space for Learning & Development practitioners. We offer online courses, downloadable resources, templates, checklists and practical step-by-step guides.