Lewis T.

Experience

• 

  Mwawa Agencies

  Feb 2014 - Feb 2015

  Outbound Sales Agent

  Identified potential customers and new sales opportunities.Conducted research and market analysis to identify target markets or industries.Generated leads through various channels, such as cold calling, networking, referrals, or online platforms.Prepared and delivered persuasive sales presentations to prospects.Demonstrated product features, advantages, and benefits to potential customers.Tailored presentations to address the specific needs and pain points of individual prospects.Engaged with customers through various communication channels, such as phone calls, emails, or meetings.Addressed objections and concerns raised by prospects to overcome barriers to closing a sale.Updated CRM systems and sales tools with accurate and up-to-date information. Show less

• 

  Diligent Writers

  Apr 2015 - Dec 2016

  Virtual Assistant/Customer Service Representative

  Managed and maintained calendars, appointments, and schedules.Organized and coordinated meetings, conferences, and travel arrangements.Prepared and distribute correspondence, reports, and other documents.Handled email and phone inquiries, responding to or forwarding them as necessary.Performed data entry, record keeping, and file management.Created formatted, and proofread documents, presentations, and spreadsheets.Conducted research and gathered information for reports or presentations.Set reminders and send meeting invitations or confirmationsConducted online research to gather information or data on specific topics.Compiled research findings into organized reports or summaries.Managed email accounts, including filtering, prioritizing, and responding to emails.Handled customer inquiries, complaints, or issues via email, chat, or phone.Set up and manage virtual meetings using video conferencing tools. Show less

• 

  Samasource

  Jun 2016 - Jun 2020

  Provided support and assistance to team members that assisted in the development of their skills and knowledge and identifying training requirements. Ensuring the department’s productivity is maximized to the required standards and the pre-defined KPI’s, performance targets and standards are achieved.Provided regular coaching on new and existing products and changes to any processes as the business grows.Monitor and report progress on performance, provide feedback and take appropriatecorrective action.Conducted regular review of all team agents performance and organize training & or coaching sessions for under performers.Provided regular coaching and training on new and existing products and changes to anyProcesses.The interpretation of team statistics and responsible for ensuring that the stats meet therequired business standards.Prepared daily individual performance activity reports, incident logs and shift planners toensure that the statistics are well interpreted to meet the required business standards. Provide the team with appropriate communication and gain their feedback through regularteam meetings.Conducted regular quality assessments and coaching; offering constructive feedback, which willinclude QA feedback sessions and continuously developing quality.Worked closely with the other Team Leaders to ensure that queries across all areas of thebusiness are handled.Motivated the team to provide a first class service to all our customers internally andexternally whilst ensuring business targets are met.Keep the Account Manager/Management informed of schedules, priorities, accomplishments & ongoing issues, participate in achieving resolutions to identified issues.Skills: Leadership: Communication: Collaboration: Problem Solving: Time Management: Adaptability: Coaching and Development: Conflict Resolution: Decision Making: Emotional Intelligence: Performance Management: Organizational Skills Show less Assisted the Training and Quality Manager in setting quality standards across the Samasourcework streamsDeveloped a plan on method and frequency of assessing the quality standards across the workStreamsProvided feedback to Team Leaders on identified areas that individual members of the teamneeded to improve on for coaching.Evaluated the impact of Team leader’s coaching on defect reduction/ improvement and provideFeedback.Evaluated set standards and determined need for changes to ensure consistent improvement in standards of workProvided recommendations on measures that should be taken to improve quality/defectreduction across the different business work streams.Analyzed client feedback to determine validity and needed interventions.Communicated quality assessment plans to the relevant stakeholders weekly.Compiled and sent daily, weekly and monthly quality reports and sent to the Training andQuality Manager and the relevant stakeholders.Liaised with Team leaders to ensure that feedback and the identified quality gaps areaddressed with the individual/team members.Provided feedback and recommendations on recurring and widespread gaps that should beaddressed through training/refresher trainings.Provided support to the team member’s especially training them on the skills and knowledgeprocess for their respective projectsProvided direct daily feedback and coach the agents on their performance and what they needto work onAddressing any arising queries and clarifications on the production floorAssisting in training and coaching of agents who are placed in performance managementprograms Show less Research products/services/content across several e-commerce platformsRespond to online Customer queriesConduct online content classification &categorizationWrite content description and moderate online content submitted by usersMaintain data work requirements by following data program techniques, procedures as well asmeeting and maintaining the required quality thresholdReview, verify and correct provided data based on the laid down guidelines.Research and collect required information from the web based on provided guidelines Show less

  • Team Lead

    May 2019 - Jun 2020

  • Quality Analyst

    Aug 2017 - May 2019

  • Content Moderation/Data Entry Agent

    Jun 2016 - Aug 2017
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  SRR.

  Jan 2018 - Dec 2020

  Customer Service Representative

  Responded to customer inquiries, issues, and complaints through various communication channels (phone, email, chat, social media, etc.)Provided timely and accurate information to customers regarding products, services, policies, and procedures.Addressed customer concerns with empathy, patience, and professionalism.Ensured a positive and friendly interaction with customers to enhance their experience.Investigated and gather relevant information to resolve customer concerns.Offered appropriate solutions or alternatives to meet customer needs and expectations.Followed up with customers to ensure satisfaction and issue resolution.Stayed updated on product/service updates or changes to provide accurate information to customers.Documented customer interactions, inquiries, complaints, and resolutions accurately and thoroughly in the appropriate systems and databases.Provided reports and feedback to supervisors or relevant teams regarding recurring customer issues or trends.Proactively engage with customers to foster loyalty and encourage repeat business.Mediated and found resolutions that were fair and satisfactory for both the customer and the organization.Provided feedback and suggestions for enhancing customer service standards and practices. Show less

• 

  Sama

  Aug 2020 - Aug 2023

  Conduct training at the learning centers to equip learners with knowledge and skills from the Samasource Digital Basics curriculum.Supervise trainings to ensure trainers maintain and observe quality standards in content delivery; conduct the training of trainers and identify training needs of the pool of trainersEvaluate training and trainers for effectiveness and report outcomes to leadership.Collect information pertaining to training conducted including seeking and compiling feedback from trainers and learners on training, for course improvement. Document learner success stories.Work with the eLearning content developer to ensure the content on the LMS is up to date, contextually relevant and error free.Provide technical off site assistance and support to trainers and course participants through the LMS support system.Build and maintain working relationships with the training center managers and ensure training centers are well equipped to conduct training.Maintain and observe quality standards in content delivery.Facilitate and use a variety of learning methodologies, media, and materialsSupport learners during training and collect training tracking data for each of your cohorts; manage and keep track of learner progress and performance through the eLearning platform.Ensure lesson plans are completed to include information on whether learning objectives were met and document the successes and challenges experienced. Show less Facilitating training, identifying root cause of performance health for both new and existing annotators, offering refresher & cross training whilst aligning training materials to the current business realities.Managed Client relationships on training's engagements & offered support to regional country heads.Identified & implemented learning strategies to correct specific training challenges.Co-ordinated all aspects of learning including trainee Onboarding , content management/Modification, content delivery, coaching , feedback & follow-up.Developed & executed on-the-job & mentoring initiatives that drive the majority of staff developmentDeveloped scalable competency career path model to managers, Customer service & Sales teams resulting to increased job satisfaction and reduced staff turnover.Performed Extensive facilitation to Trainers (TOT) and capability to role specific skills for Customerservice, field based sales teams, support and management staff.Performed Need Analysis & implemented conforming action plans to address the most prominent & urgent learning's through content creation, OJT, Coaching & Quality audit check on every touch points. Managed training program deliveries within allocated time frame and responsible for creation of the program matrices.Implemented blended learning by deploying technology through creation of MLearning content, Gamification and E-Learning modules ( Articulate storyline 360, Go-animate, Camtasia studio)Designed training budgets and generating reports on assigned projects.Designed team KPI’s & performed reviews for quality delivery and growth of employee.Skills: Training Needs Analysis · Slide Decks · Training Delivery · TOT · Onboarding · Learning Management Systems · Presentation Skills · Training & Development · Curriculum Development · Learning Management · Communication · Employee Learning & Development · Instructional Design · E-Learning · Learning Analytics · E-Learning Show less

  • Learning & Development - Senior Trainer

    Jun 2022 - Aug 2023

  • Learning & Development - Trainer

    Aug 2020 - Jun 2022
• 

  Sama

  Jun 2024 - now

  Develop comprehensive project plans, including scope, objectives, timelines, resources, and budgets.Monitor project progress, identify and resolve issues, and initiate corrective actions as necessary.Ensure adherence to project management methodologies and best practices.Act as the main point of contact for clients and stakeholders, providing regular updates on project status, issues, and risks.Manage client expectations and ensure high levels of satisfaction.Lead, mentor, and motivate project teams to achieve project goals.Allocate tasks and responsibilities, and monitor team performance.Coordinate with resource managers to ensure that the right resources are assigned to projects whileOptimizing resource utilization and allocation.Identify and assess project risks and issues, and develop mitigation and contingency plans.Implement quality assurance processes to ensure that deliverables meet established standards and client requirements.Monitor project budgets and expenditures, and ensure projects are delivered within allocated budgets.Prepare and deliver regular project status reports to clients and internal stakeholders.Maintain accurate and up-to-date project documentation.Continuously assess and improve project management processes and methodologies. Show less Provide an overview of performance of Training team on bi-weekly basisOversee performance of the trainers, performance of new hire onboarding, and reporting to theClients' Training TeamDevelop proactive training strategies to improve quality metrics of the agentsPerform root cause analysis of the accuracy of new hire performance during the on-boardingprocess. Assess mid and low quartile knowledge gaps in order to recommend targeted trainingneeds, and provide improvement recommendations for any training material or policyOversee certification of the OS Training team, and Senior Agents (Senior Agent) in liaison withtheir Business PartnerConduct monthly class observations of the trainers, each trainer should have 3 quarterlyobservationsDiscuss/review with client trainers on class observation processEnsure adherence of Training Team Key Performance IndicatorsAttend all Train the Trainers and training related meetings with client training teamAttend and participate on Global Quality Calibration SessionAttend Weekly Business Reviews, and Monthly Business ReviewsSupport the planning, scheduling, and coordination of all required training for their sitesManage all aspects of the training program including planning, design, development,implementation, delivery and evaluation in liaison with their Business Partner.Identify appropriate training curricula for strategic training initiatives, ensuring that training isappropriate to the training audience and designed to fulfill requirements with the optimaldelivery methodologyEnsure complete, accurate and timely data collection and communication by trainersDevelop and coordinate the execution of the on-boarding plans as well as the targeted trainingplansMonitor new hire knowledge before and after training to help determine follow-up trainingrequired Show less

  • Delivery Manager

    Sept 2023 - now

  • Acting Training Manager

    Jun 2024 - Aug 2024