Spearheading the design and implementation of training programs for 500+ employees, boosting engagement and communication in the workplace.Developing and managing coaching programs for executive assistants, promoting leadership growth and emotional intelligence.Collaborating with senior leadership on strategic learning initiatives that supported organizational objectives and performance improvement.Delivering economic empowerment and financial literacy training to stakeholders, improving decision-making and financial health.

Provided exceptional customer support via phone, email, and chat, addressing inquiries related to billing, products, services, and technical issues.Resolved customer concerns and complaints by identifying solutions that enhanced satisfaction and loyalty while adhering to company policies.Educated customers on T-Mobile’s product offerings, promotions, and features, effectively upselling and cross-selling when appropriate.Collaborated with internal teams, including technical support and sales, to ensure a seamless customer experience and quick resolution of issues.Handled high-volume customer interactions, ensuring accurate documentation of conversations and solutions within CRM systems.Actively participated in training sessions to stay updated on new products, services, and policies, ensuring up-to-date knowledge for resolving customer issues.Key Successes:Achieved an average customer satisfaction score of 95%, consistently exceeding team targets.Recognized as "Employee of the Month" multiple times for outstanding customer service and sales performance.Reduced average call handling time by 15% while maintaining high-quality service and first-call resolution rates.Contributed to a 20% increase in customer retention by proactively resolving issues and improving customer relationships.Assisted in training and mentoring new customer service representatives, resulting in a 30% reduction in onboarding time and improved team performance.

Designing and developing comprehensive training programs and curricula tailored to meet the specific needs of diverse employee groups.Delivering engaging and interactive training sessions on various topics, including leadership development, communication skills, customer service and public relations.Conducting training needs assessments to identify skill gaps and develop targeted learning solutions to address organizational challenges.Collaborating with subject matter experts and department heads to ensure training content remains current and aligned with industry trends and best practices.Implementing e-learning platforms and digital training tools to enhance accessibility and engagement for remote learners.Utilizing training evaluation methods, such as surveys and assessments, to measure training effectiveness and continuously improve learning outcomes.

Assist with recruitment activities, including posting job vacancies, conducting initial screenings, and scheduling interviews.Manage employee onboarding and off boarding processes, ensuring a smooth and positive experience for new hires and departing employees.Maintain and update employee records, including personal information, employment history, and training records, ensuring accuracy and compliance.Support HR managers in implementing HR policies, procedures, and programs across the organization.Coordinate training and development initiatives, including scheduling training sessions, tracking attendance, and organizing training materials.Respond to HR-related inquiries from employees, providing timely and helpful assistance.Handle various administrative tasks, such as preparing HR-related documents, generating reports, and maintaining HR files.Assist in benefits administration, enrollment processes, and addressing benefits-related questions from employees.Collaborate with payroll to ensure accurate and timely processing of employee data.

Overseeing the operations of the branch through ensuring the students applications, registration processes are adhered to and students get timely and quality services for customer satisfaction.Quality assurances in the branch through ensuring branch operations are within the provided approved procedures, policies and standardsEnsuring the examination are done within the required standard and supervise external invigilators to ensure the integrity of examsCompiling a comprehensive list of all graduate students by establishing that all exams are done, projects and attachments marks are enteredMonitoring and Evaluating student’s performance, Lecturer’s performance and Staff performance through questionnaires, monthly reports, discussions with staffManaging the training and certification programs at the branch: Monitoring and Evaluation Certification, Environmental Impact Assessment Certification, Supervisory Skills Development, Strategic Management and LeadershipRepresenting the management at the branch level and implementing management decisions and institute’s policies at the branchFinancePreparing financial reports, academic reports, administration reports to inform the management on the progress plans and challenges being experienced.Responsible for preparing the branch annual budget and generation of revenue through selling branch services and approving petty cash expenditureEnsure timely payments of bills, prepare payment authorization of forms, purchase requisitions and other official documentsIn charge of all the resources in the branch including finances and assets to ensure proper utilizationMarketingMarketing the KIMSOM products and membership through corporate visits, schools visits, county government visits by creating linkages and collaborationsAssist with the development of creative initiatives for marketing and promoting students

-Managed recruitment initiatives by coordinating with physicians staff agencies and successfully on-boarding of new doctors: Cardiologist and Cardiothoracic surgeons at Cardiovascular Surgical Specialist (CVSS)-USA as Human Resource Specialist.-Facilitated the HR reporting requirements: licenses, hospital privileges and other administration requirements at CVSS.Created and maintained filing systems for all the doctors, patients and staff.-Managed the overall operations and quality controls of all aspects of the physician appointment.

-Planned and facilitated outreach programs requiring recruitment, training and supervision of the volunteers at Junior Achievement Kenya.-Successfully trained 40 high schools and 25,000 students, teachers and volunteers at Junior Achievement Kenya.-Spearheaded a proposal that was awarded $10,000 from Coca-Cola East Africa on HIV/AIDS education programmes.