About
Dynamic and versatile Learning & Development Specialist with a proven track record in enhancing customer experience, training delivery, and multilingual communication across global brands. Leverages data-driven coaching and curriculum localization expertise to transform complex processes into engaging learning experiences, consistently strengthening operational performance and stabilizing large support teams. Adept at stakeholder management and recognized for precision in elevating team capabilities through structured, high-impact learning programs.
Work
Tatu City, Kiambu County, Kenya
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Summary
Led end-to-end training programs for American Airlines' Chat, Voice, and AAdvantage Desk support lines, overseeing new-hire onboarding, upskilling, and performance-driven coaching to align with quality and compliance standards.
Highlights
Led comprehensive training initiatives for new hires and tenured agents, ensuring 100% compliance with American Airlines' quality and performance metrics across Chat, Voice, and AAdvantage Desk support.
Adapted and localized curriculum, delivering targeted assessments and driving certification readiness for all trainees, significantly reducing ramp-up time for new agents.
Provided real-time performance feedback and tool proficiency support to agents, enhancing their ability to handle complex inquiries and improve service quality.
Collaborated cross-functionally with Operations, Quality, and Workforce teams to stabilize key performance indicators (KPIs) and close critical skill gaps, contributing to overall operational efficiency.
Strengthened service delivery by establishing clear processes and continuous coaching, leading to measurable improvements in agent performance metrics.
Garden City, Nairobi County, Kenya
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Summary
Directed full-cycle training delivery for new hires and tenured agents across multiple customer support functions for Sharper Image, focusing on multilingual content development and operational workflow standardization.
Highlights
Led full-cycle training delivery for new hires and tenured agents across diverse customer support functions, ensuring consistent service quality and agent readiness in a high-volume e-commerce environment.
Developed multilingual training materials and standardized over 20 operational workflows, creating a centralized training database that improved accuracy and reduced repeat errors by 15%.
Facilitated on-the-job (OJT) sessions, calibration meetings, and targeted performance coaching, which stabilized quality scores and strengthened agent readiness.
Implemented data-driven coaching strategies to address specific performance gaps, resulting in improved agent adherence to quality standards and enhanced customer satisfaction.
Garden City, Nairobi County, Kenya
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Summary
Provided high-volume customer support for Health IQ and Instacart, encompassing empathetic communication, back-office analysis, and maintaining operational integrity through strict adherence to compliance and accuracy targets.
Highlights
Delivered high-volume customer support for Health IQ through outbound communication, ensuring empathetic policy clarification and consistent service quality for over 100 customers daily.
Supported Instacart's operations as a Back Office Analyst by auditing receipts and validating transaction accuracy, ensuring 99% alignment between ordered and purchased items.
Identified and documented billing discrepancies, ensuring compliance and upholding operational integrity through strict adherence to SLA and accuracy targets, reducing billing errors by 10%.
Strengthened workflow efficiency and contributed to a reliable customer experience through precise documentation and timely issue escalation, improving resolution times by 20%.
Awards
Rising Star Award
Awarded By
CCI Kenya Limited
Recognized for exceptional performance, dedication, and potential within the organization.
Languages
English
Swahili
Certificates
Skills
Learning & Development
Instructional Design, Training Delivery, Performance Coaching, Curriculum Localization, Virtual & Physical Facilitation, New-Hire Onboarding, Upskill Refreshers, Training Material Development, OJT Sessions, Calibration Meetings, Skill Gap Analysis.
Customer Experience & Operations
Customer Service Excellence, Quality Assurance, Stakeholder Management, Operational Workflows, Process Clarity, KPI Stabilization, Multilingual Communication (English, Swahili), Back Office Analysis, Billing Compliance, Issue Escalation.
Software & Tools
MS Office Suite, Amazon Connect, ASSAP, VMWare, Slack, Five9, Shopify, Verint, Okta.