Hardworking customer service and experience expert enthusiastic about operations, teaching employees and developing new skillsets. Creates lesson plans and supporting materials, as well as coordinates meeting spaces and administers tests. Over 5+ years of related experience in customer service, customer experience and conducting and implementing onsite and remote training programs. Authoritative and clear communicator with enthusiastic style and insightful approach.
Hi, I’m
CALEB ONDIMU ONSOMBI
Customer Service And Experience Expert
NAIROBI,47
Summary
Overview
9
years of professional experience
8
Number of clients trained
Work History
WYNDHAM HOTELS AND RESORT
RESERVATION TELESALES LEAD TRAINER
11.2023 - 8 2024
Job overview
- Conducts product training programs for Reservation telesales teams
- Keeps abreast of new product developments and updates training programs accordingly.
- Collaborated with department heads to identify skill gaps and develop targeted training initiatives accordingly.
- Maintained files and documents by preparing Excel spreadsheets to track and maintain relevant training data.
- Prepared budget for training programs and workshops.
- Promoted a culture of continuous learning within the organization by regularly sharing industry trends and best practices among colleagues.
- Implemented robust tracking systems to monitor employee progress throughout various stages of their training journey.
- Facilitated learning through classroom instruction, on-the-job coaching and virtual training.
- Selected training aids, demonstration models, computer tutorials and reference works to use in classroom.
- Facilitated open forums for employee feedback, fostering a sense of ownership and involvement in their own professional development.
- Designed customized e-learning modules catering to diverse learning styles, enabling employees to learn at their own pace in a user-friendly environment.
- Created training schedules for trainees and presented weekly training programs.
- Improved employee skill sets by developing comprehensive training programs tailored to individual needs.
- Monitored training effectiveness through observation and metrics analysis.
- Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
- Oversaw day-to-day functions of training department.
- Recruited, trained and mentored new instructors.
- Established and maintained quality control standards.
TELEPERFORMANCE KENYA
TRAINING AND QUALITY MANAGER
08.2021 - 11.2023
Job overview
- Ensured appropriate procedures and records are kept of training committee meetings
- Oversaw the implementation of training programs
- Provided training to employees on best practices in quality management, fostering a culture of excellence within the organization.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Improved quality processes for increased efficiency and effectiveness.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Drove process standardization by creating and implementing SOPs, resulting in increased efficiency and reduced deviations.
- Managed root cause analysis investigations, determining underlying issues in product failures and implementing corrective actions as necessary.
- Coordinated and oversaw periodic audits to evaluate product quality and safety and address non-conformances.
- Liaised with HR manager to organize and perform quality standard training for new and existing staff.
- Fostered culture of quality awareness and continuous improvement across organization.
- Conducted regular training sessions for staff on quality standards and compliance requirements, bolstering overall quality awareness.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
CAREERBOX CCI KENYA
LEAD SKILLS DEVELOPMENT RECRUITER
12.2019 - 08.2021
Job overview
- Identified future hiring needs and developing job descriptions and specifications
- Collaborated with department managers to compile a consistent list of requirements
- Enhanced recruitment process for faster hiring by utilizing various sourcing tools such as job boards, social media, and networking events.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Coordinated schedules to arrange management interviews with applicants.
- Managed high-volume requisitions in a timely manner to meet client staffing needs efficiently.
- Studied job descriptions and qualifications to determine applicant requirements.
- Trained junior recruiters on best practices, contributing to overall team success and improved efficiency.
- Improved employee retention rates through thorough candidate screening and interview techniques.
- Initiated mentorship program for new employees, aiding in their professional development and integration into company.
- Designed and led workshops on interview skills and resume writing for candidates, enhancing their success rate.
CCI KENYA
SALES FACILITATOR
01.2017 - 12.2019
Job overview
- Enhanced program effectiveness by collaborating with colleagues to review and revise sales curriculum content regularly.
- Increased participant engagement by incorporating interactive activities and group discussions into sessions.
- Delivered high-quality telesales training sessions, ensuring participants developed a thorough understanding of the subject matter.
- Built rapport with diverse groups of stakeholders by demonstrating empathy, active listening skills, and cultural competence during facilitated sessions.
- Contributed to improved team performance by facilitating workshops on communication, collaboration, and problem-solving techniques.
- Led virtual training sessions using web-based platforms while maintaining high levels of participant interaction and engagement throughout the event duration.
- Tailored facilitation styles to accommodate virtual and in-person settings, ensuring consistent engagement levels.
- Developed mentorship program, connecting experienced professionals with newcomers to foster sales skill development.
CAREERBOX SOUTH AFRICA
ORGANIZATIONAL DEVELOPMENT TRAINER
01.2016 - 06.2017
Job overview
- Developed training material accredited & non-accredited
- Supported organizational change efforts through effective communication of new policies and procedures during training sessions.
- Developed comprehensive competency models for key positions, ensuring alignment between job requirements and training content.
- Identified skill gaps through assessments and addressed them with targeted development initiatives.
- Improved overall employee satisfaction by providing regular opportunities for professional growth and development.
- Designed interactive e-learning modules accessible from multiple devices, allowing employees to learn at their own pace outside of traditional classroom settings.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided coaching and mentoring to employees.
- Updated the LMS (Learner Management System) and ensured its upto date with companies procedures.
- Conducted contact centre generic trainings
- End to End Project management and training delivery for customer service and sales teams.
CCI KENYA
CALL CENTER REPRESENTATIVE
05.2015 - 12.2015
Job overview
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
ICARE
CALL CENTER REPRESENTATIVE
01.2015 - 05.2015
Job overview
- Used advanced communication skills to control a call, listen and target the objective of the individual customer
- Ensured data accuracy by following verification procedures such as repeating and confirming the names, phone numbers, addresses and credit card numbers
- Accurate dis positioning of calls and reporting
- Ensured that customers make buying decisions armed with the right amount of information which is accurate
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Identify irate customers and provide the best solution to find an appropriate resolution aligned with business processes.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Maintained up-to-date knowledge of product and service changes.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Education
THE PRESBYTERIAN UNIVERSITY OF EAST AFRICANairobi, Nairobi Province, Kenya
Bachelor of Arts from Education
04.2001 - 04.2014
University Overview
AFRICAN INSTITUTE OF PROFESSIONAL STUDIESNakuru, Nakuru District, Kenya
No Degree
04.2001 - 05.2011
University Overview
GRACE SCHOOLNakuru, Nakuru District, Kenya
No Degree
04.2001 - 05.2011
University Overview
JOMO KENYATTA HIGH SCHOOL
High School Diploma
04.2001 - 04.2010
University Overview
NYABOTERERE ACADEMY KISII
KENYA CERTIFICATE OF PRIMARY EDUCATION
University Overview
Skills
Training Needs Analysis
References
References
- Samir Samdass, Senior Facilitator and content creator, CareerBox Globe, +27 81 476 5060, samir.samdass@cci-sa.co.za
- Esther Gitau, Head of Organizational Development, CCI Kenya, +25429069839, esther.gitau@ccikenya.com
- Martin Mandela, Head of Human Capital, Teleperformance, +254 716 211 761, martin.munzala@teleperformance.com
Languages
English, Swahili
Native language
English
Advanced
C1
Swahili
Advanced
C1
Soccer, Athletics, Travelling
Soccer, Athletics, Travelling
I love playing soccer-I have featured in different Kenya teams and played a mini pro leagues. I have always wished to be a professional footballer at my early ages
Timeline
RESERVATION TELESALES LEAD TRAINER
WYNDHAM HOTELS AND RESORT
11.2023 - 8 2024
TRAINING AND QUALITY MANAGER
TELEPERFORMANCE KENYA
08.2021 - 11.2023
LEAD SKILLS DEVELOPMENT RECRUITER
CAREERBOX CCI KENYA
12.2019 - 08.2021
SALES FACILITATOR
CCI KENYA
01.2017 - 12.2019
ORGANIZATIONAL DEVELOPMENT TRAINER
CAREERBOX SOUTH AFRICA
01.2016 - 06.2017
CALL CENTER REPRESENTATIVE
CCI KENYA
05.2015 - 12.2015
CALL CENTER REPRESENTATIVE
ICARE
01.2015 - 05.2015
THE PRESBYTERIAN UNIVERSITY OF EAST AFRICA
Bachelor of Arts from Education
04.2001 - 04.2014
AFRICAN INSTITUTE OF PROFESSIONAL STUDIES
No Degree
04.2001 - 05.2011
GRACE SCHOOL
No Degree
04.2001 - 05.2011
JOMO KENYATTA HIGH SCHOOL
High School Diploma
04.2001 - 04.2010
NYABOTERERE ACADEMY KISII
KENYA CERTIFICATE OF PRIMARY EDUCATION
04.2007
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Similar Profiles
TERRI PHILIONTERRI PHILION
Regional Account Director at Wyndham Hotels and ResortsRegional Account Director at Wyndham Hotels and Resorts
David GuerreroDavid Guerrero
Commons Area Attendant at Wyndham Hotels & Resorts, IncCommons Area Attendant at Wyndham Hotels & Resorts, Inc
Eugene AlexanderEugene Alexander
Director of Finance (Managed Hotels) at Wyndham Hotels & ResortsDirector of Finance (Managed Hotels) at Wyndham Hotels & Resorts