A Team Change Management
Resume:
Training and Development Organizational Development
Training and Development Problem solving skills Communication skills Leadership & Organizational skills Analytical skills Cultural sensitivity and awareness Presentation skills Sales and Marketing skill Change management Business Analysis & Processes Improvement Quality management Strategic Planning & Time management Creative thinker Emotional intelligence Research Project Management Talent development Account Management
Cell: 832-***-**** Email: *********@*****.*** Location: Houston, Texas
PROFESSIONAL PROFILE
Visionary, pragmatic and measurement driven professional who has delivered 20+ years of learning, training and development, research and service delivery excellence. Sets the standards in the creation of healthy cultures and profits emerging by utilizing a background in organizational development, Management, International Business Administration, Educational Leadership and diversity and inclusion. Known for rigorous execution by adopting a practical holistic approach in resolving organization challenges integrating solutions with the organizational culture and supporting strategies and practices that promote diversity, equity and inclusion.
Professional 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 organizational settings.
Change management: Facilitates seamless team assimilation for organizations through well planned organizing 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 global cultural sensitivity, leadership capabilities, and business instincts by designing and deploying tailored training and development practices.
Leadership: Embodies various leadership styles inspiring teams to coalesce around new structure, critical in ensuring success.
EDUCATION
Master of Education Curriculum and Instruction with Elementary (EC-6) Education Certification with SPED and ESL Fall 2022- Ongoing
Houston Baptist University
Doctorate in Executive Educational Leadership Aug. 2018- May 2021
Houston Baptist University
MSC in Management and Organizational Development Sep. 2015-Aug. 2017
United States International University-Africa
BSC in International Business Administration- Management May 2010-Aug. 2015
United States International University-Africa
PROFESSIONAL EXPERIENCE
August 2022 - Ongoing - Pursuing Master of Education(MEd) Curriculum and Instruction with Elementary (EC-6) Education Certification with SPED and ESL
Houston Baptist University in Houston, Texas
Associate Teacher - Jan 2022- To May 2022.
Houston Independent School District
Key Contributions:
Execute associate teacher duties to share the functions of teachers and teaching faculty.
Provide positive learning and guidance techniques to students.
Communicate and interact with parents on students’ academic progress.
Create a joyful learning ambiance for all students.
Initiate classroom discipline through positive learning activities.
Handle and take classes in the absence of lead teachers.
Adhere to and comply with all the school rules and guidelines.
Instructional Aide- Sep 2021- To Jan 2022.
International Leadership Texas K-8 Orem
Key Contributions:
Provide instruction to students under the direction of teacher while supporting and maintaining classroom policies
Tutor individual or small group of students, reinforcing instructions as directed by the teacher
Perform routine clerical duties; operate classroom and office equipment including computers, copy machines, and other equipment
Provide support to the teacher by setting up work areas, displays and exhibits, operating audio-visual equipment, operating educational training equipment
Assist students by providing proper examples, emotional support, a friendly attitude and general guidance.
Direct group activities of students assigned; assist in monitoring students as directed.
International Education Associate – Doctoral Internship Sep.2020- Dec.2020
Houston Baptist University
Key Contributions:
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, committee chairs, and student organizations.
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 and an international doctoral representative group to meet diversity, equity, and inclusion objectives at HBU.
Accounts Assistant - Student worker Aug. 2018-Dec .2018
Houston Baptist University
Key Contributions:
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 continuously.
Tracked and resolved departmental accounting problems and discrepancies as needed.
Apr 2018- May 2021 - Took a sabbatical to pursue a Doctorate in Executive Educational Leadership at Houston Baptist University in Houston, Texas
Senior Manager, Customer Experience May 2015-Mar. 2018
Sidian Bank
Key Contributions:
Piloted the customer service charter and procedures and partnered with HR to train staff on a biweekly basis for the inculcation of the habits.
Introduced mystery shopping that revolutionized the service culture in the bank and reduced the response time to customer queries by other departments of the Bank.
Implemented customer service policies, developed a customer service charter.
Directed staff personnel in the delivery of outstanding customer service at all customer interaction points, resulting in a rise in the bank's clients and, therefore, in the bottom line.
Developed customer service strategies for the 42-branch network to address diversity, equity, and inclusion resulting in diverse customer bases.
Trained trainers to improve teams continuously, conducted team training sessions through various channels and monitored learning effectiveness after every training.
Trained through flexible facilitation styles, provided 1:1 coaching, and facilitated group workshops.
Involved the staff in change management activities, leading to an increase in Net Promoter Score from 6 to 8. Rebranded the bank and led customer service initiatives that included user training.
Initiated and led the bank's Call Center, ensuring its successful integration into the bank's organizational structure.
Created job profiles, recruited and trained the Call Center team, handled the performance and reward processes, and handled disciplinary issues.
OTHER PROFESSIONAL EXPERIENCE.
Bancassurance Cluster Manager Chase Bank Ltd, Nov. 2010-Mar. 2012
Contact Center Manager Spire Commercial Bank, Mar. 2012-Apr. 2015
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
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
PROFESSIONAL TRAININGS
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
Sexual Harassment
Child Abuse, Sexual Abuse, and Other Maltreatment Of Children
Professional customer care and service delivery
Effective selling and customer service skills training
Effective 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)
VOLUNTEERING
Volunteer St. Thomas Children Home, Nairobi and Mombasa
Project C.U.R.E Supporting Autism through Participating in walks
Participating in various volunteering projects through Second Baptist Church -Woodway
Mercy ministry through the Church, Kenya & USA
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