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Lawrence Kisia

Lawrence Kisia

Probation Officer

Followers of Lawrence Kisia432 followers
location of Lawrence KisiaNairobi County, Kenya

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  • Timeline

  • About me

    Training, Quality, and Policy Manager| ITIL V4|CX/COPC certified |Expertise in Training Needs Analysis|Skilled in Training Delivery, Quality Assurance, and Strategic Planning|Research Associate |Project Lead| Economist

  • Education

    • Laikipia University

      2014 - 2018
      Economics and sociology Econometrics and Quantitative Economics and Social Sciences

  • Experience

    • Kisumu East Probation Office

      May 2018 - Aug 2018
      Probation Officer

      -Promote the social reintegration of offenders.-Conducted group therapy sessions and addressed mental health issues contributing to criminal behavior.-Coordinated and managed offender rehabilitation programs, overseeing a team of counselors and case managers.-Organized community events to facilitate the reintegration of offenders into society.-Assisted with evaluating program effectiveness and implementing improvements.

    • Horizon Contact Centers Ltd

      Oct 2018 - Nov 2020
      Customer Service Representative

      - Customer Retention- Debt and Balance Settling- Account Reactivation

    • Essential Fruit Limited

      Dec 2018 - Nov 2019
      Sales Representative

      Delivering on:- Sales Quotas- Quality Standards- Productivity Needs

    • Majorel

      Nov 2020 - Feb 2025

      - Training needs Analysis- System and Production UAT/Proof of Concept Interface- New Hire Training and Onboarding- Learning Management- Resource Allocation- New Trainers Onboarding- Coaching and mentorship of Trainers- Employees Knowledge verification -Local LOB Standardization on Quality and training Processes- Revision and Innovation of SOPs- Quality Reporting Standardization and Innovation- Training Development and Deployment- Client Relationship Management- Quality Assurance and Process Management - Client Relationship Management- Standardization of Quality and Training Processes- Revision and Innovation of SOPs- Hiring Standards Improvement- Quality Reporting Standardization and Innovation- Training Development and Deployment- Project Management - Team Knowledge Improvement- Team Quality Assurance- Building Sales Concepts- Process and Software Innovation and Optimization - Customer Retention- Debt and Balance Settling- Account Reactivation-Account troubleshooting-Customer Account registration

      • Training Lead - Content Moderation & CX Support

        Nov 2023 - Feb 2025

      • Quality,Process& Training Manager - SSA Content Moderation

        Feb 2023 - Nov 2023

      • Training and Quality Assurance Coordinator - UK,IRE,SSA CX Support

        Sept 2021 - Feb 2023

      • Quality Analyst - Ridehailing,Delivery Account & Billing

        Apr 2021 - Sept 2021

      • Customer Service Specialist

        Nov 2020 - Apr 2021

    • Singlify

      Feb 2025 - now
      Support and Customer Success Coordinator

      Ticket Management and AssignmentCustomer Success Manager (CSM) Allocation and OversightISO 27001 Certification and ITIL V4 ImplementationSLA Compliance and ReportingPerformance Monitoring and Trainingimprovement, and coordinating training for CSMs and support team members to enhance team effectiveness and service quality.Knowledge Base Development

  • Licenses & Certifications