Angeline Omoya

I am a skilled Learning and Development Officer with over six years of experience in designing, delivering, and evaluating training programs. Proficient in Learning Management Systems (LMS) and evaluating training effectiveness across all four Kirkpatrick levels to support business outcomes. Experienced in customer experience and sales training within fast-paced environments of more than 2,000 employees, including managing monthly induction cohorts of at least 20 new hires.

Strong in one-on-one coaching, performance management, talent development, team leadership, and call center metrics. Experienced with Talent LMS, Odoo, Canva, Articulate, Microsoft Teams, Ameyo, 3CX, Zoom, and Office 365.

Learning and Development Officer at M-Gas Kenya (2022-11 – Present)

• Design TNA tools and analyze training needs using surveys, FGDs, QA reports, and stakeholder interviews to develop the annual training calendar and ad hoc training interventions
• Design and Develop Learning Programs-Create training curricula for different Programs, learning materials, facilitator guides, e-learning content, and assessments using instructional design models such as ADDIE.
• Facilitate and deliver engaging instructor-led, virtual, and self-paced online induction programs for new hires, managing monthly cohorts of up to 25 learners per session.
• Evaluate training effectiveness across all four levels of Kirkpatrick's Training Evaluation Model, measuring learning outcomes, behavior change, and business impact.
• Lead stakeholder engagement by collaborating with Divisional heads, managers, and Learning Champions to drive weekly learning initiatives targeting close to 1500 learners.
• Develop and present training outcome reports for each training course, including recommendations, to relevant stakeholders to support informed decision-making.
• Lead, support, and coordinate 12 Learning Champions in delivering weekly learning initiatives to over 300 employees across six business areas.
• Coach employees to improve performance, develop role-specific competencies, and achieve individual and team objectives.
• Plan and manage training budgets, collaborating with Finance and Procurement to ensure the timely sourcing and acquisition of training resources.
• Develop performance management tools, including QA scorecards, OKRs, and coaching guides.

Learning and Development Associate at M-Gas Kenya (2021-02 – 2022-11)

• Coordinate training programs by planning schedules, managing logistics, and ensuring seamless training delivery.
• Facilitate engaging learning sessions through instructor-led, virtual, and on-the-job training.
• Develop and maintain learning materials, including training manuals, presentations, assessments, and job aids.
• Administer the Learning Management System (LMS), monitor learner progress, and maintain accurate training records.
• Evaluate training effectiveness through assessments, learner feedback, and performance analysis to drive continuous improvement.
• Develop and publish weekly learning posters to drive employee engagement with the Learning Management System (T-LMS).

Customer Service Agent at M-Gas Kenya (2020-02 – 2021-02)

• Handle approximately 200 customer inquiries, complaints, and service requests through phone, email, and face-to-face interactions.
• Resolve customer account inquiries, including payment processing and account-related issues.
• Escalate complex customer issues and service requests to the relevant teams for timely resolution.
• Troubleshoot technical issues and provide effective first-call resolutions to customers.
• Maintain accurate records of customer interactions, issues, and resolutions using CRM systems.
• Capture customer feedback and provide insights to improve service quality and operational processes.

Sales Agent/ Representative at M-Gas Kenya (2019-11 – 2020-02)

• Generate qualified leads through door-to-door prospecting and customer engagement.
• Promote and sell M-Gas products by delivering compelling product demonstrations and consultative sales presentations.
• Educate customers on product usage to drive adoption, satisfaction, and retention.
• Consistently achieve and exceed assigned sales targets.
• Conduct customer follow-ups and re-engage inactive customers to improve retention and product usage.
• Capture customer feedback and recommend process improvements to enhance customer experience and operational efficiency.
• Resolve customer inquiries and issues promptly to ensure high levels of customer satisfaction.

B-COM in HR Specialization – OUK (2025-01)

TOT-NITA CERTIFIED – Corporate Staffing Services (2022-07)

Diploma in Accounting – KCA University (2018-11)

Kenya Certificate of Secondary Education – Bujumba Girls Secondary School (2012-11)