Open to opportunities

Juliana Raymond Liwenga

@julianaraymondliweng

Message

Experienced contact center trainer driving customer experience improvement and agent performance.

Tanzania

Message

What I'm looking for

I am looking for a role where I can lead contact center training and L&D initiatives, improve CSAT/NPS, mentor trainers, and scale agent performance in a collaborative environment.

I am an experienced contact center trainer with over a decade of hands-on experience designing and delivering training programs for large telco and service clients. I specialize in onboarding, refresher training, Learning Management System (LMS) updates, and Training of Trainers (TOT) initiatives.

Throughout my career I have led projects and day-to-day training operations for clients including Vodacom, DStv, DAWASA and TANESCO, consistently improving KPIs such as CSAT, NPS and service-level adherence. I deliver actionable coaching, quality-driven feedback and tailored learning materials to drive performance.

My strengths include needs analysis using quality and performance data, curriculum customization for different skill levels, conducting assessments and publishing regular reports, and coordinating cross-functional stakeholders to resolve training gaps. I am proficient with Microsoft Office and experienced in LMS content updates and knowledge-bank management.

I bring strong interpersonal, supervisory and coaching skills, a focus on customer experience, and a track record of improving agent competence and client satisfaction. I seek opportunities to apply my training expertise to scale contact center performance and employee development.

Experience

Work history, roles, and key accomplishments

Current

Contact Center Trainer

Current

Erolink Tanzania Limited

Jan 2023 - Present (2 years 9 months)

Lead onboarding, refresher, and Train-the-Trainer programs for DStv, Vodacom, DAWASA and TANESCO contact center agents, improving CSAT and ensuring KPI compliance through assessments and updated LMS materials.

Training Delivery LMS Coaching Feedback CSAT Quality Assurance Onboarding Curriculum Development

Contact Center Trainer

iSON BPO Tanzania Limited

Jul 2016 - Jan 2023 (6 years 6 months)

Planned and delivered training and refresher programs for Vodacom contact center staff, drove NPS/TNPS improvements, ran projects like CTI revamp and maintained LMS-based assessments and daily communications.

Training Delivery LMS Project Coordination Coaching Daily Briefings

Trainer

Erolink Limited

Feb 2013 - May 2016 (3 years 3 months)

Developed training materials, conducted TNI analysis and delivered soft-skills and product training to call center agents, leading monthly assessments and tracking service-level KPIs to improve performance.

Curriculum Design LMS Soft Skills KPI Tracking Assessments Coaching

Customer Care Representative

Vodacom Tanzania Limited

Sep 2010 - Jan 2013 (2 years 4 months)

Handled inbound customer queries, performed KYC/number registration, upsold products and coordinated with technical teams to resolve issues while maintaining customer relationships.

Customer Service KYC Upselling Troubleshooting Phone Support Client Engagement CRM

Teaching Practice Teacher

St. Peters Secondary School

Jul 2008 - Sep 2008 (2 months)

Prepared lesson plans and taught Development Studies to certificate students, supervised and marked assessments, and supported school administration tasks during teaching practice.

Lesson planning Instruction Assessments Student supervision Classroom Management Évaluation)