Senior Organizational Development Facilitator at CCI Kenya (2024-09 – 2025-11)
- Led the design of leadership development frameworks, achieving a 90% successful transition rate for newly promoted managers.
- Partnered with senior leadership to define L&D strategy and annual training calendars aligned with business growth cycles.
- Mentored and coached a team of facilitators, improving program delivery consistency across 5+ departments.
- Designed competency-based training content that reduced delivery time by 20% while improving knowledge retention by 15%.
- Established quarterly ROI reporting, demonstrating a 13% increase in program impact through data-driven interventions.
Training Manager (AI & ML Operations) at Samasource (2017-01 – 2024-08)
- Established the foundational L&D structure for a 1,200+ employee operation, conducting needs assessments that reduced project delays by 20%.
- Developed and launched scalable certification programs, achieving a 92% pass rate and certifying 1,200+ technical staff in advanced skills.
- Led, mentored, and developed a team of project trainers, ensuring standardized delivery across global, distributed teams.
- Authored SOPs, facilitator guides, and e-learning modules, ensuring consistency across 1,000+ employees in multiple locations.
- Partnered with department heads and country managers to align training initiatives with business goals and performance metrics.
- Analyzed performance data via LMS and Power BI dashboards to evaluate training effectiveness and identify skill gaps for refresher programs.
- Supported technical and leadership hiring through structured panel interviews, ensuring quality talent acquisition.
Project Trainer (AI & ML Operations) at Samasource (2015-07 – 2017-01)
- Reduced new hire onboarding time by 20% through optimized remote training programs and seamless confirmation processes.
- Conducted organization-wide training needs assessments across 10+ departments to identify leadership and technical skill gaps.
- Designed advanced and refresher training modules that helped 80% of underperforming staff meet KPIs within 6 weeks.
- Pioneered e-learning strategies that boosted remote learner engagement by 30%, adopted by 90% of business units.
Regional Operations Lead at Google Kenya (2014-04 – 2015-05)
- Orchestrated workforce development for a 50+ member regional team, improving shift efficiency by 20% while consistently meeting KPIs.
- Drove leadership capability through targeted coaching programs, increasing individual performance metrics by 10%.
- Created performance dashboards using MS Excel and Google Data Studio that informed strategic decisions and reduced operational costs by 10%.
- Streamlined cross-functional communication, improving process adherence and reducing errors by 20%.
Customer Service & Technical Support Trainer at Multichoice Kenya (2013-09 – 2014-04)
- Designed and delivered sales effectiveness and upselling training programs that increased revenue by 10% across support channels.
- Achieved 95% first-contact resolution through customer experience excellence training for frontline teams.
- Reduced technical escalations by 15% through proactive troubleshooting and skill development initiatives.
Project Coordinator / Account Supervisor at Unga Ltd (2012-10 – 2013-05)
- Oversaw project implementation, achieving 100% of milestones on time and within budget.
- Analyzed performance data to create reports that improved scheduling efficiency by 20%.
- Maintained 98% customer satisfaction through SLA compliance and quality training programs.
Customer Care Team Leader at Orange Kenya (2008-02 – 2012-10)
- Led and mentored a team of 20 agents, improving individual performance by 10% through coaching and development programs.
- Optimized shift management, increasing productivity and reducing queue times by 10%.
- Implemented engagement initiatives that boosted team morale scores by 30%.
