BMBenjamin Mutua
@benjaminmutua
Experienced Trainer with a strong background in IT and telecommunications.
KenyaWhat I'm looking for
I am an experienced Trainer with a solid history in the Information Technology, Telecommunications, and Business Process Outsourcing industries. My expertise lies in developing and executing programs that enhance business operations, alongside strong client relationship management and quality management skills. I pride myself on my ability to lead teams effectively and foster a culture of continuous improvement.
Throughout my career, I have achieved significant milestones, including winning the prestigious Mo Yunus Travel Award in 2023 for outstanding performance. I successfully led a team of sixty quality analysts in a project that was completed on time and managed to train telesales agents at StarTimes, significantly increasing sales from below 1 million to over 3.7 million per month. My commitment to excellence is reflected in my ability to develop training materials and curricula that are still in use today.
Experience
Work history, roles, and key accomplishments
Trainer
Samasource Limited
Mar 2022 - Present (3 years 3 months)
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.
Quality Analyst
Samasource Limited
May 2021 - Mar 2022 (10 months)
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.
Trainer and Quality Analyst
StarTimes Media Kenya
Aug 2019 - May 2021 (1 year 9 months)
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.
Customer Service Representative
Temps for Hire Services Limited
Jan 2019 - Jul 2019 (6 months)
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.
Intern
National Disaster Management Unit
Jun 2017 - Dec 2017 (6 months)
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.
Education
Degrees, certifications, and relevant coursework
Masinde Muliro University of Science and Technology
BSc., Disaster Management and Sustainable Development
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.
St. Joseph’s Seminary – Mwingi
Kenya Certificate of Secondary Education (KCSE), Secondary Education
Grade: B (Plain)
Completed secondary education, earning the Kenya Certificate of Secondary Education (KCSE). Achieved a mean grade of B (Plain).
Muumboni Primary School
Kenya Certificate of Primary Education (KCPE), Primary Education
Grade: 334 marks out of 500
Attended primary school and obtained the Kenya Certificate of Primary Education (KCPE). Achieved 334 marks out of 500.
Availability
Location
KenyaAuthorized to work in
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