Gloria Kinyua
Corporate Trainer
Nairobi, Nairobi Province,30
Summary
Accomplished Quality Assurance professional with over 4 years of experience driving operational excellence in BPO/CX environments. Leverage expertise in Google Workspace for data-driven insights and project management to translate client needs into measurable standards. Proven ability to lead cross-functional teams and deliver consistent quality improvements, exceeding client expectations through meticulous attention to detail.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Trainer
Majorel/Teleperformance - Kenya
Nairobi, 30
7 2022 - Current
- Trained and mentored over 200 new personnel hired to fulfill various roles.
- Facilitated virtual, in-person and blended learning sessions.
- Oversaw administration of online learning platforms, ensuring seamless user experiences for trainees at all levels.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Provided coaching and mentoring to employees.
- Fostered continuous learning mindset within organization by championing ongoing professional development initiatives.
- Analyzed and evaluated training effectiveness and program outcomes.
- Developed individualized training plans to achieve staff readiness.
- Tracked attendance and evaluated progress for assigned trainees
- Analyzed and evaluated training effectiveness and program outcomes
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development
Quality Coach
Majorel - Kenya
Nairobi, 30
2021.04 - 2022.06
- Provided coaching and mentoring to over 100 employees.
- Improved customer satisfaction ratings to 80% and above, by addressing complaints and resolving issues promptly.
- Provided training sessions on effective communication and use of tools, leading towards improved skills among teammates.
- Facilitated virtual, in-person and blended learning sessions.
- Developed and implemented successful onboarding program.
- Enhanced product quality by implementing rigorous analysis procedures and documenting results.
- Conducted root-cause analysis to identify areas for improvement.
Customer Service Agent
Majorel - Kenya
Nairobi, 30
2020.11 - 2021.03
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed over 100 emails per day
- Promptly responded to over 80 email inquiries and requests from prospective and existing customers per.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
Customer Service Agent
Tala - Kenya
Nairobi, 30
2019.02 - 2020.09
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Promptly responded to over 100 email and call inquiries and requests from existing and prospective customers.
- Established relationships with customers to encourage payment of delinquent accounts.
- Used probing techniques to determine debtors' reasons for delinquency.
- Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
Education
B.Sc. in Supply Chain Management - Supply Chain Management
Jomo Kenyatta University of Agriculture And Technology
Juja, Kenya 2014.09 - 2018.06
Skills
Customer Service
Problem-solving skills
Adaptability
Leadership skills
Root Cause Analysis
Video instruction
Course Development
Analytical Thinking
Customer Service
Production Support
Certification
Trainer of Trainers.
Accomplishments
- Contributing to the improvement of the project specific - KPIs. (over 60% CSAT improvement)
- Implementation and continuous improvement of the nesting program that is expected to improve the operational KPIs of New Hires.
- Successfully trained and onboarded 150+ new hires, (local & global), building a workforce with global competency.
- Consistent monthly roll-out of process knowledge tests.
- Supported the global teams during nesting.
- Drove the improvement and maintained CSAT performance at above 90% month-on-month (MOM) in the logistics industry.
- Showcased expertise in market-specific rules, aiding customer service agents in navigating complex logistics scenarios.
- Supported new hire trainings.
- Utilized data analysis to identify opportunities for process improvements and implemented targeted training initiatives.
- Consistently surpassed logistics KPIs by 20%, ensuring exceptional performance.
- Skillfully tailored service to diverse customer personalities and situations for a personalized approach.
- Consistently exceeded contractual Key Performance Indicators (KPIs) by 10%, ensuring exemplary performance.
Other Information
Pangani Girls', B
References
- Wycliffe Okoth, Quality and Training Manager, Teleperformance - Kenya, 0724873415, wycliffe.okoth@majorel.com
- Victor Wainaina, Operations Manager, Teleperformance - Kenya, 0703419698, victorkairu30@gmail.com
- Henrik Ingemann, Team Manager, Teleperformance - Sweden, henrik.ingemann@majorel.com
Timeline
Quality Coach
Majorel - Kenya
2021.04 - 2022.06
Customer Service Agent
Majorel - Kenya
2020.11 - 2021.03
Customer Service Agent
Tala - Kenya
2019.02 - 2020.09
B.Sc. in Supply Chain Management - Supply Chain Management
Jomo Kenyatta University of Agriculture And Technology
2014.09 - 2018.06
Trainer
Majorel/Teleperformance - Kenya
7 2022 - Current