Open to opportunities

Ephrahim Kokonya

@ephrahimkokonya

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Training and L&D professional driving KPI-focused learning and performance improvements in CX and content moderation.

Kenya

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What I'm looking for

I seek a role where I can lead training programs, improve CX metrics through KPI-driven learning, develop trainers, manage LMS compliance, and partner with stakeholders for continuous improvement.

I am a results-driven Training and Learning & Development professional with over four years' experience across BPO, CX, and academic environments, delivering end-to-end training and governance aligned to client requirements and operational KPIs.

I have led content moderation and CX training programs, owned annual certification processes, managed LMS platforms for 100% compliance, and authored technical documentation to improve audit readiness and performance reporting.

I coach and mentor trainers, support onboarding and capability development, partner cross-functionally with stakeholders, and drive Continuous Service Improvement initiatives to improve NPS, CSAT, and issue resolution efficiency.

Experience

Work history, roles, and key accomplishments

Current

Trainer

Current

Teleperformance SEZ

Nov 2025 - Present (3 months)

Deliver CX and customer service training aligned with client requirements and operational KPIs; drive CSI initiatives to improve NPS and CSAT while monitoring learning adherence via dashboards and audits.

Training Delivery LMS administration TNA Performance Analysis SOP Development Quality Assurance

Content Moderation Trainer

Teleperformance SEZ

Apr 2022 - Oct 2025 (3 years 6 months)

Led end-to-end training for Content Moderation and CX programs, owned annual certification to ensure 100% compliance, standardized SOPs and managed LMS reporting to close quality gaps and audit risks.

Content Moderation Training and Certification LMS TNA performance reporting

Customer Service Representative

Teleperformance SEZ

Mar 2021 - Apr 2022 (1 year 1 month)

Delivered high-volume customer support via calls, chats, and email while mentoring new representatives and providing on-the-job coaching to improve service quality and conflict resolution.

Customer Support Mentoring Coaching Conflict Resolution

Instructor

Institute of Advanced Technology

Oct 2019 - Apr 2020 (6 months)

Developed and delivered lectures, created course materials and assessments, and provided mentorship and academic support to students while collaborating on departmental initiatives.

Curriculum Development Instruction Assessment Design Mentorship Collaboration

Intern

Global Forensics Services Limited

Jul 2019 - Sep 2019 (2 months)

Supported security assessments, digital evidence handling and vulnerability analysis, contributing to incident response simulations and IT infrastructure support.

Digital Forensics Incident Response IT Support Evidence Handling

Education

Degrees, certifications, and relevant coursework

Meru University of Science and Technology

Bachelor of Science, Computer Security and Forensics

2015 - 2019

Completed a Bachelor of Science in Computer Security and Forensics, focusing on digital forensics, cybersecurity fundamentals, and security assessments.