Summary
Overview
Work History
Education
Skills
Watching documentaries
Hiking,Watching doxumentaries and Mentoring people
References
Timeline
Generic

Lawrence Kisia

Training and Quality Coordinator
Nairobi

Summary

Service leader with business knowledge and management experience to positively impact team operations. Versed in customer Service industry best practices and business operations and always looking for opportunities for improvement. Organized Training and Quality Coordinator focused on leading professional teams and smooth operations to accomplish business objectives. Reliable in exceeding expectations for quality, safety, and efficiency. Skilled in leading and motivating team members to success. Trustworthy Training and Quality Coordinator with 3 years of practical experience and a dedicated work ethic. Self-motivated to consistently provide first-class results in line with stringent targets and deadlines. Successful at developing and improving training programs for employees at all levels. Good communicator, planner and conflict manager with advanced understanding of training needs for each department. Expertise in Zendesk,Admin,JIRA,Metabase,CRM,AVAYA,LAN,Beehive and Hubspot

Overview

3
3
years of professional experience
4
4
years of post-secondary education

Work History

Manager - Training and Quality

Majorel Kenya
Nairobi
09.2021 - Current
  • Alternate training methods to diversify instruction, strengthen learning opportunities and enhance program success.
  • Conducted orientation sessions and organized on-the-job training for 20 to 100 new hires per quarter.
  • Deliver new employee onboarding and training sessions.
  • Review and edited all training materials for accuracy and company policy compliance.
  • Conduct training courses and prepared videos for long-term use.
  • Prepare and represent QoS/CSAT‑related information in WBR and MBR aligned with Ops Manager and in coordination with SDM/AM.
  • Derive structured improvement actions based on data and process analysis ‑ both for emerging issues and to drive continuous improvement.

Senior Quality Analyst

Majorel Kenya
Nairobi
04.2021 - 09.2021
  • Created test cases and automation scripts.
  • Oversaw test planning, workload balancing and assignment delegation.
  • Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Maintaining quality reports at the Agent and Team level .
  • Coaching agents on a daily, weekly, and monthly basis to improve their quality.
  • Served as a successful leader, promoting and achieving store success .

Senior Customer Support Specialist

Majorel Kenya
Nairobi
11.2020 - 04.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Updated 80 to 100 per day, account information to maintain customer records.
  • Responded to customer requests for products, services and company information.
  • Answered over 250 calls from customers on product and service questions, suggesting other offerings to attract potential customers.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Sales and Marketing Executive

Majorel Kenya
Nairobi
12.2018 - 11.2019
  • Managed production of leaflets, posters and newsletters.
  • Evaluated market data to develop and create business strategies and marketing plans.
  • Developed customer relationships and increased overall sales by 30%.
  • Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
  • Stayed current on company offerings and industry trends.
  • Generated advertising brochure for vendor use.
  • Maintained current knowledge of evolving changes in marketplace.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.

Probation Officer

Kisumu East Subcounty Office
Kisumu
05.2018 - 08.2018
  • Transported and monitored offenders on probation and parole for compliance with court protocols.
  • Built relationships with defendants and offenders, assessing living conditions and case background information.
  • Screened offender referrals and completed intake interviews and paperwork.
  • Created and maintained parole hearing information to keep leadership up-to-date on offender status.
  • Collaborated with senior leadership during decision-making processes and created thorough offender reports for corrective action planning.
  • Interpreted legal concepts and issues to complete and close out cases.
  • Coordinated community and job placement resources.

Warehouse Assistant

Ripe Freight Services Limited
Mombasa
07.2015 - 08.2015
  • Placed incoming inventory in optimal storage locations to promote continued accuracy and easy retrieval.
  • Operated RF scanners to track merchandise and verify contents of containers.
  • Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked.
  • Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.

Education

Bachelor of Arts - Economics And Sociology

Laikipia University
Laikipia,Kenya
09.2014 - 12.2018

Skills

Leadership training

undefined

Watching documentaries

Informative documentaries

Hiking,Watching doxumentaries and Mentoring people

I love to watch informative documetaries

References

1.Majorel Kenya Limited Site Manager -  De Cauter, Sven 

sven.decauter@majorel.com  

2.Majorel Senior Training and Quality Manager - Vickson Bondi 

0715 014225 

vickson.bondi@majorel.com Majorel Kenya 

3.Laikipia University Senior Lecturer - Maurice Onyango

 0721819555 

onyango75@gmail.com 

Timeline

Manager - Training and Quality

Majorel Kenya
09.2021 - Current

Senior Quality Analyst

Majorel Kenya
04.2021 - 09.2021

Senior Customer Support Specialist

Majorel Kenya
11.2020 - 04.2021

Sales and Marketing Executive

Majorel Kenya
12.2018 - 11.2019

Probation Officer

Kisumu East Subcounty Office
05.2018 - 08.2018

Warehouse Assistant

Ripe Freight Services Limited
07.2015 - 08.2015

Bachelor of Arts - Economics And Sociology

Laikipia University
09.2014 - 12.2018

Similar Profiles

CREATE PROFILE
Lawrence KisiaTraining and Quality Coordinator