Shien Tong

I’m a Training Specialist focused on accelerating platform adoption and improving the service experience through hands-on enablement. I lead user training and support across large regions, translating complex product workflows into clear guidance that people can actually use.

In my current role at EBSCO (China), I’ve delivered 500+ customized sessions (including CALIS) to 50,000+ attendees, driving a 30% average increase in post-training usage. I also created 60+ customized tutorial videos and 100+ user guides, reducing similar usability questions by 40%.

I take ownership of client success by managing user inquiries and event planning, achieving 96%+ satisfaction and strengthening renewal intent. I synthesize user feedback to influence product improvements, and partner with marketing and sales on client demos to identify upsell opportunities tied to regional retention goals.

Before this, I built strong teaching and communication foundations through 3,800+ hours of personalized and group English instruction. With 90% of students improving by 15+ points on average, and 50+ course retentions (25% renewal-rate increase, 98% satisfaction), I learned how to understand individual needs, execute fast, and maintain trust. I also supported university teaching as an English teaching assistant, including preparing 50+ teaching materials and helping organize exams for 2,000+ candidates.