Customer Service Instructional Designer

* * * * *

Name: Esther Mwende Nyaga

Address: P.O Box 434

Mobile: 072*******

E-Mail: *******.*****@*****.***

CAREER OBJECTIVE

Goal-driven professional with over 10 years of experience leading the operations in a training company; hoping to gain a Business Management position to reach the company’s performance goals. Successful at planning, coordinating, and leading teams. Collaborates effectively to understand needs, develop ideas and execute strategic plans.

CORE COMPETENCIES

• Business Development

• Relationship Building/Networking

• Good Project Manager

• Excellent Communication Skills

• Account Management

• Strategy Development and Execution

• People Management and Development

• Research Competence

• Organizational/Planning/Coordination of Programmes PROFESSIONAL EXPERIENCE

Centum Learning Limited – Nairobi, Kenya Since: September 2020 to date Designation: Online Platform and Content Lead Africa Job Duties

• Led a Content team of 21 Animators, Content Developers, and Subject Matter Experts to develop top-notch eLearning content while utilizing instructional design principles and pedagogical approaches.

• Building and fostering positive relationships with partners to support impactful and engaging delivery of premium content.

• Organizing and executing assigned training/learning projects on behalf of clients according to client’s requirements

• Meeting with assigned clients when needed and performing an assessment of problematic situations and thereafter recommending solutions and guidance

• Collecting information about the client’s business through a variety of methods to measure the efficiency and effectiveness of the programs

• Identifying and negotiating schedules, milestones, and resources required to meet project objectives

• Implementing recommendations or solutions and ensuring the client receives the necessary assistance to carry it all out

• Formulating training outlines and determining instructional methods, utilizing knowledge of specified training needs and effectiveness of such methods as individual training and group instruction.

• Measuring project performance using appropriate systems, tools, and techniques to review projects against agreed deliverables.

• Evaluating the effectiveness of training and development programs and utilizing relevant evaluation data to revise or recommend changes in instructional objectives and methods.

• Lead and manage those within the team as well as the programs Project Handled

2 P a g e

• Project lead and relationship manager for Airtel Africa (14 OPCOs). Kenya, Uganda, Tanzania, Zambia, Rwanda, Malawi, Madagascar, DRC, Congo B, Seychelles, Gabon, Niger, Nigeria, and Chad. Making sure the needs of the different teams (Sales and Distribution and Customer service) are met by providing solutions through content that is geared towards making them better at their workplace.

• Project Lead for Africa Turn Around- A project by International Financial Corporation (IFC). Supervising and overseeing Agri content meant to help farmers become smarter at doing Agri-business.

• Project Lead for AGGRA- A project that brought over 50 entrepreneurs from different countries in Africa to compete for a cash price to help them grow their business. It involved being a judge and moderating different presentations to determine the winner

• Project lead and relationship manager for Copia. Overseeing content creation

• Project Lead for GIZ Vocational for Kakuma. Designing and overseeing content creation for 3 trades, including Hospitality, Hairdressing, and Automotive. The content is now being used to train refugees in Kakuma Town, Turkana County, Kenya

• Project Lead for KIE funded by GIZ- Carried out training needs analysis, designed and overseed content creation meant to help MSMEs in Kenya grow their business.

• Project Lead and instructional designer for ICGRL. Designed and supervised the creation of Gender Based Violence content for the 12 member states of the Great Lakes namely Angola, Burundi, Central African Republic, Republic of Congo, Democratic Republic of Congo, Kenya, Uganda, Rwanda, Republic of South Sudan, Sudan, Tanzania, and Zambia.

Achievements

• Awarded as the “Best Employee of the Year” in December 2021

• Commended and awarded for exemplary work and contribution for the period FY 2020/2021 Play Group Holdings – Nairobi, Kenya Since: June 2019 - August 2020 Designation: Content Strategist and Innovation Team Lead Job Duties

• Researched and stayed up to date on the latest developments in terms of search engine optimization, content trends, and consumer behavior

• Developed clear and engaging content that was consistent with the company's brand image and addressed both business goals and consumer needs.

• Performed content audits to assess how well existing content was performing.

• Performed content gap analyses to determine what type of content was missing and what was needed.

• Established processes and styles that guided the writing style and tone needed to create engaging content which also ensured consistency across all content, from websites to social media channels and videos

• Developed a solid understanding of the target audience through online and traditional market research.

• Monitored market trends to identify opportunities for growth within an existing product line or industry sector

• Negotiated terms of deals with potential providers, creators, and influencers such as price and payment schedule

• Provided leadership and guidance to the team who would help execute deals with providers or partners

• Assisted in corporate development, especially in formulating strategies, action plans, and target tracking of projects.

Project Handled

• Safaricom CRBT with a customer base of 29 Million subscribers and Airtel Africa

• Pitched and obtained Safaricom Kenya for Zuri Health (Hospital on your mobile phone) (August 2020).

• Pitched and acquired MTN Ghana Zuri Health (Hospital on your mobile phone) with a customer base of 23 Million subscribers (July 2020).

3 P a g e

• Pitched and obtained Video on Demand (VOD) for Safaricom (April 2020). This saw collating different influencers and content creators for the project

• Pitched and obtained MTN Zambia for CRBT and Zuri Health (Hospital on your mobile phone) with a customer base of 5 Million subscribers (March 2020). OnMobile Kenya Telecom Limited– Nairobi, Kenya Since: Jan 2014 - May 2019 Designation: Business Manager

Job Duties

• Maintained working relationships with clients, content owners, content partners, and relevant contact people at the OPCOs.

• Assessed and identified new opportunities for growth in current and prospective markets and worked with teams to put plans into action

• Participated in the development and execution of strategic business plans

• Partnered with cross-functional teams to ensure all relevant organizational and project goals are being met

• Suggested new policies and procedures to help improve business profitability and working with internal stakeholders to implement them.

• Developed and implemented systems and processes to establish and maintain records for the content providers.

• Led the acquisition of content through sourcing and negotiating content terms, price, and duration.

• Developed service agreements and Terms of Reference for clients and service providers.

• Coordinated the financial aspect like timely collection and disbursement of payments and management of operational escalations.

Project Handled

• Managed Airtel CRBT for; Kenya, Uganda, Tanzania, Nigeria, Zambia, Malawi, Rwanda, Madagascar, and Ghana which meant On-boarding over 150 content providers across Africa and growing a content database of over 500, 000 content catalogs per OPCO which translates to over 5million content catalog.

• Secured and managed Vodacom Tanzania which led to the increase of content market revenue share from 0% to 69%.

• Managed Globacom Nigeria CRBT

• Assisted in the acquisition of Unitel Angola and managed the account for CRBT which had a customer base of 6 million subscribers (July 2018). This was one of the largest revenue contributors for the company

• Was part of the team that led to obtaining Telkom Kenya for CRBT and managed it with a customer base of 3 million subscribers (Sep 2017).

Achievements

• Recognized and awarded Employee of the year award (2016) for closing the single biggest operation in Africa (Airtel Nigeria) which had a customer base of a 32million subscriber base. Reyshade Signs & Graphics – Nairobi, Kenya Since: August 2012 - December 2013 Designation: Business Manager

Job Duties

• Acquired consistent new business with well-formulated and executed strategies based on business, market, and consumer expertise.

• Allocated the different works to different contractors and supervised branding works at the site

• Facilitated discussions with the clients to elaborate on the areas of proposed improvements

• Effectively prepared business proposals and presentations

• Managed projects and programs

4 P a g e

• Managed daily, weekly, monthly, and quarterly reporting of sales, margin, and inventory via Excel spreadsheets

• Developed integrated strategies and executed initiatives in key projects

• Researched and assisted the MD in developing effective procedures and processes

• Actively identified both internal and external clients to whom services are provided and sought to understand and address client’s needs with effective and appropriate solutions

• Elevated team productivity and performance using improved training and motivational strategies. Project Handled

• Equity Bank branding for Kenya and South Sudan

• Family Bank branding for Kenya

• Sarova Hotels Transportation

• Faulu Bank branding

Other Working Experiences:

• Conference Planner-LIWA Kenya Trust: Sep 2011 - Jul 2012

• Clearing Officer-Equity Bank Limited: Dec 2009 - Aug 2011

• Community Mobilizer Volunteer-ALRMP II: May 2009 - Oct 2009 ACADEMIC QUALIFICATIONS

Masters in Business Administration, Strategic Management Option Kenya Methodist University Nairobi, Kenya August 2006-July 2014

* Evaluated by WES as equivalent to a Master’s Degree from a recognized university in Canada Bachelor of Arts, Community Development Option Daystar University Nairobi, Kenya September 2011-June 2010

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