Angeline Aluoch Omoya
Leaning And Development Specialist
Nairobi,Nairobi
Summary
I am a skilled and dedicated Learning and Development Officer with over four years of experience in designing, delivering, and evaluating training programs both in-person and online. I am proficient in utilizing Learning Management Systems (LMS) and assessing training effectiveness across all five levels of evaluation, specializing in enhancing customer experience and Sales training. I excel at aligning learning initiatives with organizational goals, driving growth, and achieving measurable results. I enjoy creating transformative learning experience through programs such as coaching and mentorship that empower individual learners and teams to excel.
Overview
2
2
Languages
3
3
Certifications
7
7
years of professional experience
Work History
Learning and Development Officer
M-Gas Kenya
11.2022 - Current
- Collaborating in the creation of the training calendar by coordinating with relevant stakeholders to schedule sessions that align with organizational priorities and ensure timely delivery of training programs.
- Carrying out training needs analysis using various methods and collaborating with stakeholders to develop effective training programs.
- Designing and implementing comprehensive training programs to enhance employee performance, improve customer service, and boost operational efficiency.
- Facilitating training sessions both online, in-person, and on blended platforms by delivering engaging content, fostering interactive learning styles, and ensuring participants gain the skills needed for their roles. I assess learning outcomes to measure and ensure the effectiveness of each session.
- Timely sharing of training reports and providing insightful feedback for the improvement of processes, ensuring alignment with business outcomes and continuous enhancement of training effectiveness.
- Monitoring learning progress through the Learning Management System (LMS) by tracking participant engagement, course completion rates, and performance to ensure continuous development and achievement of learning objectives.
- Managing and evaluating the effectiveness of training initiatives, ensuring alignment with business goals.
- Conducting coaching sessions to help employees enhance their skills, overcome challenges, and achieve personal and professional growth. I tailor coaching approaches to individual needs, fostering continuous development and performance improvement.
- Mentoring and preparing employees to step into new roles, providing the necessary guidance, resources, and support to ensure they execute their responsibilities effectively. I focus on building their skills, confidence, and leadership capabilities for smooth transitions.
- Collaborating with other team members to ensure the successful execution of projects by sharing expertise, aligning efforts, and maintaining clear communication throughout the project lifecycle.
- Carrying out departmental resource planning and budgeting, collaborating with Finance and Procurement to ensure timely sourcing and acquisition of necessary resources for training initiatives.
Learning and Development Associate
M-Gas Kenya
02.2021 - 11.2022
- I was involved in the introduction of new employees to ensure that they are well integrated into the company and to their new roles while equipping them with essential product knowledge and a comprehensive understanding of company processes and systems.
- Creation of TNA tools, collecting needs and evaluating the learning process.
- Facilitating training sessions both online, in-person, and on blended platforms by delivering engaging content, fostering interactive learning styles, and ensuring participants gain the skills needed for their roles. I assess learning outcomes to measure and ensure the effectiveness of each session.
- Carrying out field Immersions to identify training needs and to support the field staff through coaching and handholding.
Customer Service Agent
M-Gas Kenya
02.2020 - 02.2021
- Addressing approximately 200 customer inquiries, concerns, and complaints promptly via phone, email, or in-person interactions.
- Assisting customers with account-related issues, including payment processing and inquiries.
- Escalating customer inquiries, complaints, and service requests in a timely and professional manner.
- Guiding customers through troubleshooting procedures and providing solutions to technical problems on call.
- Logging customer interactions, issues, and resolutions in the system to ensure accurate records and seamless follow-up.
- Escalating customer feedback and providing insights to improve service quality and processes.
- Compiling and distributing daily reports on key metrics, activities, and performance insights to relevant stakeholders, ensuring transparency and facilitating informed decision-making.
- Scheduling and coordinating customer visits and follow-up appointments for TSRs.
Sales Agent/ Representative
M-Gas Kenya
11.2019 - 02.2020
- Identifying and generating potential leads through door-to-door visits to engage prospective customers directly.
- Possessing in-depth knowledge of the company’s products and effectively presenting them to potential customers to drive sales and encourage product purchases.
- Educating already onboarded customers on effective product usage to maximize their experience and customer satisfaction.
- Achieving set sales targets.
- Conducting customer visits and follow-ups, engaging with lapsed customers to encourage continued use of the solution and addressing any concerns or obstacles.
- Sharing customer feedback with management to identify areas for improvement and enhance processes for better customer satisfaction and operational efficiency.
- Promptly resolving customer issues.
Education
B-COM - HR Specialization
OUK
01-2025
TOT-NITA CERTIFIED - undefined
07-2022
Diploma - Accounting
KCA University
11-2018
Kenya Certificate of Secondary Education - undefined
Bujumba Girls Secondary School
11-2012
Skills
Proficient in Using the ADDIE Model: Skilled in applying the ADDIE framework (Analyze, Design, Develop, Implement, Evaluate) for systematic instructional design, ensuring the development of structured and effective training solutions
Training Design and Delivery: Proficient in creating and conducting effective training sessions both in-person and online
Evaluation and Assessment: Strong ability to evaluate training effectiveness using models such as Kirkpatrick’s 4-level evaluation which is vital for measuring the success of training programs
Accomplishments
- Collaborated in the development of the Call Center 360-degree training program at my former company, playing a key role in creating QA scorecards and establishing a dedicated QA role. This initiative was instrumental in enhancing performance and ensuring high-quality standards in call handling by agents.
- Played a key role in successfully driving learning during a system change management initiative at my former company. I created comprehensive learning programs and facilitated training sessions that, within just 8 months, empowered over 2,000 employees to become experts in the new product, enabling them to effectively serve over 350,000 customers.
- Introduced and implemented Kirkpatrick’s model of Training Evaluation, enabling the team to measure training effectiveness and capture ROI. This approach provided valuable insights into participant reactions, learning outcomes, behavior changes, and business impact, demonstrating the tangible value of training initiatives.
- Twice awarded Trainer of the Month, in September 2023 and May 2024, for outstanding training performance and contributions.
- Collaborated in the creation of training manuals at my former company, which have been used to train over 2,500 employees who, in turn, serve more than 35,000 households.
- Was the trainer aligned with my former company's call center, which supported over 60 agents handling more than 35,000 customers.
Affiliations
Certicicate on TOT- NITA
Certificate in TOT - Lend me your ears
MDP-AMI
Certification
Certificate in Management Development Program (MDP) – African Management Institute, March 2022: Acquired advanced leadership and management skills, focusing on strategic thinking, decision-making, communication, goal planning, and organizational development to drive business growth.
Timeline
Learning and Development Officer
M-Gas Kenya
11.2022 - Current
Learning and Development Associate
M-Gas Kenya
02.2021 - 11.2022
Customer Service Agent
M-Gas Kenya
02.2020 - 02.2021
Sales Agent/ Representative
M-Gas Kenya
11.2019 - 02.2020
Kenya Certificate of Secondary Education - undefined
Bujumba Girls Secondary School
Diploma - Accounting
KCA University
TOT-NITA CERTIFIED - undefined
B-COM - HR Specialization
OUK