Wilma Omwoyo
Training & Development
Nairobi
Summary
Customer service professional with a Bachelor's in Education, pivoting to L&D. Experienced in training, coaching, creating learning resources, and delivering effective instruction. Leverages educational background and customer service insights to design impactful training programs that enhance employee performance.
Overview
4
4
years of professional experience
Work History
Customer Service Agent
CCI Kenya (International Call Center)
03.2024 - 01.2026
- Handled 60+ daily client calls, emails and texts across international markets, executing systematic follow-up protocols that improved client satisfaction by 80%
- Conducted product research for customer inquiries and maintained CRM databases with real-time data entry for 500+ customer profiles
- Guided fellow team members through challenges and provided ongoing support to help them develop their skills and confidence in customer service delivery
- Reduced customer response times by 70% through efficient email management and organized follow-up systems
- Worked closely with QAs, WFM, Operations Managers, and trainers to convert operational updates and quality findings into effective frontline training content.
- Maintained accurate training records coverage, completion rates, and learning
- Facilitated refresher and calibration sessions for new hires to ensure consistent knowledge, standards, and performance across field to support teams
Electoral Operations Manager
Africa Nazarene University
01.2023 - 04.2024
- Guided student candidates through the electoral process, providing coaching on campaign strategies, public speaking skills, and ethical leadership principles
- Mentored students on civic responsibility and democratic participation, helping them understand the importance of informed decision-making in elections
- Coached electoral committee members and volunteers in organizational skills, conflict resolution, and collaborative teamwork to ensure smooth electoral operations
- Delivered flawless election process with zero discrepancies - first time in university history with zero petitions filed
Peer Counsellor
Africa Nazarene University
09.2021 - 04.2024
- Provided one-on-one emotional and academic guidance to fellow students, helping them navigate personal challenges, stress management, and university life transitions
- Collaborated with other universities to organize joint peer counselling workshops and mental health awareness programs, expanding support networks across institutions
- Coordinated counselling support visits to local high schools, mentoring students on university preparation, career planning, and personal development strategies
Teacher
Shema School
01.2024 - 03.2024
- Prepared comprehensive lesson materials and learning resources to support curriculum delivery across diverse subject areas, ensuring differentiated approaches for varied learning needs
- Provided one-on-one mentoring to students struggling academically and personally, helping them develop study skills, build confidence, and navigate challenges to achieve their educational goals
- Supported whole-school events and activities, demonstrating strong organisational skills and ability to work collaboratively as part of a wider team
- Founded and managed the school's Journalism Club while providing general administrative assistance to faculty
English Literature Teacher & Counselling Psychologist
Uhuru Boys Secondary School
05.2023 - 08.2023
- Developed lesson materials and learning resources aligned with curriculum objectives, tailoring content to accommodate different learning styles and abilities
- Supported boarding routines including evening duties and weekend activities, helping create a safe, nurturing residential environment
- Mentored student leaders in communication skills and conflict resolution to become positive role models for their peers
- Facilitated clubs, societies, and school trips, encouraging student engagement in extra-curricular opportunities and helping broaden experiences beyond the classroom
Education
Bachelor of Education - Education Arts
Skills
Communication Skills
Problem Solving
Instructional design
Curriculum development
Digital literacy
Adult learning principles
Emotional Intelligence
Adaptability and resilience
Timeline
Customer Service Agent - CCI Kenya (International Call Center)
03.2024 - 01.2026
Teacher - Shema School
01.2024 - 03.2024
English Literature Teacher & Counselling Psychologist - Uhuru Boys Secondary School
05.2023 - 08.2023
Electoral Operations Manager - Africa Nazarene University
01.2023 - 04.2024
Peer Counsellor - Africa Nazarene University
09.2021 - 04.2024
Africa Nazarene University - Bachelor of Education, Education Arts