Benjamin Mutua

Implemented training for new projects, ensuring smooth trainee selection to certification processes. Maintained and observed quality standards in content delivery, providing timely feedback to the Training Manager.

Performed thorough and systematic quality checks on agents' project deliverables against guidelines and standards. Compiled and distributed comprehensive feedback to agents on identified gaps, providing qualitative and quantitative reports on compliance.

Developed digital and print educational material, organizing classroom-style seminars and conducting role-playing activities to enhance interpersonal skills. Additionally, monitored performance, facilitated call calibration sessions, and provided feedback to call center agents and management.

Answered customer calls, responding to requests and complaints while entering client information into the CRM system. Maintained and improved quality customer service by adhering to set standards and actively selling company products through telesales.

Involved in fieldwork, including disaster response missions and data collection on risk and vulnerability in identified study areas. Participated actively on-site during incidents, such as the Pipeline building collapse, assisting in rescue efforts.

Pursued a Bachelor of Science in Disaster Management and Sustainable Development. Gained knowledge in strategies for disaster preparedness, response, and recovery, alongside principles of sustainable development.

Grade: B (Plain)

Completed secondary education, earning the Kenya Certificate of Secondary Education (KCSE). Achieved a mean grade of B (Plain).

Grade: 334 marks out of 500

Attended primary school and obtained the Kenya Certificate of Primary Education (KCPE). Achieved 334 marks out of 500.