Gladwel Barasa

Training, Sales Enablement and Learning & Development professional with over 10 years of experience leading regional capability development, field coaching, onboarding, sales training and customer experience initiatives within telecommunications and youth development sectors. Experienced in Training Needs Analysis (TNA), curriculum development, performance coaching, stakeholder management and regional team leadership. Passionate about developing high-performing sales teams through structured coaching, continuous learning and data-driven performance improvement initiatives.

Regional Trainer & Partner Support Manager - Telkom Kenya

(2024-03)

Lead regional capability development and partner enablement initiatives supporting sales performance, customer experience and operational excellence across multiple regions.

• Leading regional partner capability development and sales enablement initiatives to improve sales productivity and operational performance.
• Coaching field teams and partners on customer engagement, operational compliance and service excellence.
• Analyzing operational trends and customer feedback to identify performance gaps and implement targeted learning interventions.
• Coordinating onboarding activities and partner readiness programs
• Collaborating with cross-functional teams to strengthen partner engagement and improve service delivery.
• Improved First Call Resolution from 184 to an average of 938, significantly enhancing customer experience and partner responsiveness.
• Redesigned the Partner Onboarding Process, improving contract execution timelines and SLA compliance.
• Streamlined Partner Suspension and Termination processes, reducing operational downtime and improving recovery efficiency.
• Contributed to improved operational efficiency and customer satisfaction through streamlined partner support and continuous process improvement initiatives.

Training & Compliance Manager - Telkom Kenya

(2020-12 - 2024-03)

Led regional learning and compliance initiatives focused on improving sales capability, customer experience and operational performance.

• Designed and delivered learning programs covering sales capability, compliance, onboarding and customer experience.
• Conducted Training Needs Analysis (TNA) to identify capability gaps and recommend targeted learning interventions.
• Supported employee onboarding and induction programs in partnership with HR and business leaders.
• Evaluated learning effectiveness through coaching observations, assessments and business performance indicators.
• Designed and delivered blended learning programs through classroom facilitation, virtual learning and field coaching.
• Increased employee retention by 60% through structured coaching and mentoring programs.
• Improved onboarding efficiency by 40% after redesigning the induction programs.
• Developed and launched AML/CFT compliance training across all business units.
• Improved customer satisfaction through targeted coaching and service quality initiatives.
• Strengthened sales capability through continuous field coaching and performance management.

Field Sales & Customer Experience Trainer - Airtel Kenya

(2019-04 - 2020-06)

Designed and facilitated sales and customer experience training programs supporting field teams and retail operations.

• Delivered field coaching focused on sales execution, product knowledge and customer engagement.
• Partnered with Area Managers to identify capability gaps and implement targeted coaching interventions.
• Facilitated onboarding programs for new sales and retail agents and monitored performance to guide on learning interventions
• Increased revenue by 20% through improved onboarding and coaching initiatives.
• Exceeded rollout targets by 40% through successful recruitment and onboarding of Airtel Money Agents, SIM Selling Outlets and Airtime Selling Outlets.
• Improved frontline customer engagement through continuous coaching and performance support.

Learning & Development Lead Trainer - Generation Kenya

(2018-01 - 2018-12)

Designed and facilitated employability, customer service and sales capability training programs preparing young people for successful employment.

• Trained over 80 learners in Distributed Sales and Financial Services Sales.
• Achieved 80% employment placement and 50% retention through coaching and mentorship.
• Designed experiential learning programs using simulations, coaching and case studies.
• Developed learner resilience, accountability and workplace readiness skills.

Bachelor of Science - Biotechnology - Kenyatta University (2004 - 2008)