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~ **/**** - **/2020

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~ 08/2018 - 12/2018

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~ 03/2015 - 03/2018

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~ 08/2018 - 05/2021

~ 09/2015 - 08/2017

~ 05/2010 - 08/2015

SERAPHINE MUTHOKA, Ed.D.

# 832-***-**** _ adny5p@r.postjobfree.com + Houston, Texas SUMMARY

EXPERIENCE

International Education Associate

Houston Baptist University

A 3 month long doctoral internship.

Researched and recommended strategies to foster Diversity, Equity, and Inclusion goals at HBU, which led to a revision of a policy that resulted in the admission of more International Doctoral students. Recruited international students successfully through various forums. Developed programs that support diversity, equity, and inclusion at HBU and build communities in collaboration with other departments. Organized the international student week, involving faculty and students to create a more inclusive environment among other projects. Supported the creation of Graduate Assistant positions & an international doctoral representative group to meet diversity, equity, and inclusion. Took a sabbatical to pursue a Doctorate in Doctorate in Executive Educational Leadership at Houston Baptist University in Houston, Texas Account Assistant

Houston Baptist University

A 3 month long Temporary Student Worker Role

Built and maintained relationships with faculty, campus staff and students. Processed departmental bills and vendor invoices for payment in an accurate and timely manner.

Updated and maintained accounts database, files and electronic records. Tracked and resolved departmental accounting problems & discrepancies. Senior Manager, Customer Experience

Sidian Bank

Implemented customer service policies, developed a customer service charter, and presented it to the board.

Developed customer service strategies for the 42 branch network to address diversity, equity & inclusion resulting in diverse customer bases. Trained trainers to improve teams continuously, conducted team training sessions through various channels and monitored learning effectiveness. Delivered training with a flexible facilitation style that engages participants irrespective of level, provided 1 1 coaching & facilitated group workshops. Involved the staff in change management activities, which led to an increase in Net Promoter Score from 6 to 8.

Created job profiles, recruited and trained the Call Center team, handled the performance and reward processes, and handled disciplinary issues. EDUCATION

Doctorate in Executive Educational

Leadership

Houston Baptist University

First international Doctoral Student at HBU

MSC in Management and

Organizational Development

United States International University-

Africa

BSC in International Business

Administration- Management

United States International University-

Africa

STRENGTHS

Problem-Solving skills

Applies a passion for exploration, outdoor activities and accelerated learning to find common ground

and escalate complex queries and problems in

organizations.

Change management

Facilitates seamless team assimilation through

planned organization learning and development

programs.

Training and development

Invigorate team talent and performance with robust, inventive training programs. Recently coordinated

biweekly learning programs for over 500 staff in a financial institution.

Cultural sensitivity

Deepens cultural sensitivity, leadership capabilities, and business instincts by designing and deploying

tailored training and development practices.

Leadership

Embodies a collaborative leadership style that

inspires teams to coalesce around new structure,

critical in ensuring success.

Cultural Transformation

Removes enterprise barriers enabling organizations to quickly pivot in real time to achieve overarching mission goals.

Innovation

Committed to inspiring and empowering team

members to think outside the box.

Visionary, pragmatic, and measurement oriented professional with 20 years of experience in research, learning, training & development, and service delivery. Utilizes a background in organizational development, educational leadership and international business management to create healthy cultures and profits organizations. Manages change effectively in times of uncertainty by leading teams to deliver results in line with organizational goals. Known for adopting a holistic approach to overcoming organization challenges & integrating solutions into organizational culture while supporting strategies and practices that promote diversity, equity and inclusion.

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EXPERIENCE

Customer Call Centre Supervisor

Spire Commercial Bank

Established & managed a successful Customer Contact Centre, integrating it into the existing organizational structure and operating processes. Directed the call center team to offer excellent customer service while maintaining the bank's policies and procedures, which resulted in more customers signing up for the bank.

Developed and implemented diversity, equity, and inclusion strategies suitable for each branch, enabling them to win new clients and retain existing ones.

Implemented recruitment, training, performance management, and disciplinary actions while motivating the team to reach targets to achieve employee retention and positive team spirit in accordance with Human Resources policies.

Performed a continuous needs analysis to determine training gaps and develop learning and development material. Implemented post training processes to ascertain training effectiveness.

OTHER WORK EXPERIENCE

Bancassurance Cluster Manager Chase Bank Ltd Nov 2010 Mar 2012 Contact Center Manager NIC Bank Now NCBA July 2008 Sep 2010 Sales Manager Barclays Bank of Kenya Feb 2007 June 2008 Team Leader Kencall Epz Limited Jan 2006 Jan 2007 Research Executive Steadman Companies Sep 2005 Dec 2005 Sales Executive Mobicom Kenya Ltd, Mombasa Feb 2005 Aug 2005 Cashier Inscor Limited Kenya May 2004 Jan 2005 Comm. Solutions Facilitator Face to Face Interactive 2003 Apr. 2004 Marketing Executive Impulse Promotions Jan. 2002 Dec. 2002 Research Assistant International Research Network 2000 Dec. 2001 TRAINING

• Mental Health SB460: Part 1

• Mental Health SB460: Part 2

• Mental Health SB460: Part 3

• Dyslexia Training

• Teaching in the age of COVID

· Alcohol Awareness

· Diversity Awareness

· Drug Awareness and Abuse

· Professional customer care and service delivery

· E ective selling and customer service skills training

· E ective Tele Sales Skills

· Introduction to Contact Centers

· Call center excellence

· Call Center Transformation Forum

· Infusing appreciation inquiry and gamification in education

· Classroom management and restorative justice

· The power of puppetry in the classroom

· Campus save for Students- Sexual Violence Awareness

· Bystander Intervention for Students

· Texas Behavior Support Initiative (TBIS)

LANGUAGES

English Native Swahili Native

INDUSTRY EXPERTISE

Training and Development

Leadership & Organizational Development

Communication skills

Teamwork and Collaboration skills

Business Analysis &Process Improvement

Strategic Planning & Time management

Project Management

Quality management

Emotional Intelligence

PUBLICATIONS

Thesis

Muthoka, Seraphine Mwikali, Factors Affecting Call Center Performance in the Banking Industry in

Kenya: A Study of Sidian and Chase Bank,2017,

http://erepo.usiu.ac.ke/11732/3448

Dissertation

Muthoka, Seraphine Mwikali; Women and Education

in Kenya; 2020

http://hdl.handle.net/20.500.12262/235

MY TIME

Strategic Leadership and Insights

Researching on Trends in Organizational

Development

Providing guidance to teams

Team development

Contact this candidate