Masama Connie

As a result oriented individual I have learnt that challenges need positive mindset and attitude for results to be achieved and overtime this has become my driving force throughout my professional journey where every task became a great motivation and responsibility for better outcome this, enhancing ideal strategies to achieve explicable and exemplary results.

As a customer service professional I understood the importance of being proactive when engaging my problem-solving skills to ensure accuracy and professionalism are basic inputs in the process where team spirit is a major factor to be considered to have greater achievements. I am determined to ensure above the ordinary performance is maintained and achieved for the value of the organisation where creativity will be the key aspect of consideration. My aim is to be able to create and manage strategic customer relations and other key contacts to make sure all issues are handled professionally and outrightly to maintain great working environment. As an experienced training professional with a motivational style and positive attitude I understand that being adept at engaging trainees throughout the sessions to enhance better understanding of the materials used on topics such as Personal Development and Customer Service/ Management Modules where enthusiastic personality with a hands-on, creative style is the basic requirements for better training outcome.

Being a detail-oriented team player with strong organisational skills I have the ability to handle multiple projects simultaneously with a high degree of accuracy.

• Gained excellent problem-solving skills where I understood the importance of listening to individual pain points and strategizing on how to close loop on the gaps to improve quality of service at individual level.
• Documented and resolved different customer complaints which led to excellent customer management results.
• Enhanced understanding in Content Curation and Curriculum Development with accuracy and efficiency.
• Used Microsoft Excel to develop inventory tracking spreadsheets like number of trainings completed vis a vis number of people trained.
• Collaborated with team of more than 500 employees in the development of different lines of businesses curriculum development and training content customisation.
• Outstanding supervision skills through supervising a team of 6 other training assistants under Learning and Development Department.

• Ensuring development of training content & modules that suits specific audience.
• Developing various coaching interventions for different call outcome to empower customer handling strategies.
• Excellent management skills for better training outcome
• Initiating peer to peer learning culture for better conflict Resolution/ handling
• Excellent Problem Solving
• Develop Customer Management Strategies
• Advanced Emotional Intelligence to better agent management
• Good Communication Skills (written and voice)
• Excellent Customer Relations Management
• Active Listening Skills
• Camera works (video and photography)
• Script writing (news and film)
• Public relations (communication and information aspects)
• Microsoft Office Usage Skills

• 02/01/22, 01/03/24, Calltronix Kenya Limited, Senior/ Lead Trainer/ Content Curator
• 03/01/21, 01/01/22, Calltronix Kenya Ltd, Quality Analyst
• 08/01/19, 01/01/21, Calltronix Kenya Ltd, Customer Service Executive (CSE)
• 08/01/17, 11/01/17, Intensive War and Peace Reporting Organization (IWPR), Internship
• 05/01/16, 08/01/16, The Technical University of Kenya, Internal Attachment
• 02/01/09, 12/01/15, The Catholic Diocese of Nakuru, Leadership Forums

+254 719 260 060

• Best Employee of the Year 2020 - Calltronix Kenya Ltd
• Bunge la Wanafunzi by Radio Amani by Catholic Diocese of Nakuru
• Leadership award for Nakuru Diocese Y.C.S and Young Adults
• Social Sciences School Representative (TU-K)

To be provided upon request