JACKSON MAUNDU MUTUA
P. o. Box 169 – 90300, MAKUENI KENYA
Mobile no. -
Email:-Professional Overview
Economics and Sociology graduate with diverse experience in fiscal analysis, youth empowerment, and customer
service. I am a customer service representative at Teleperformance, skilled in resolving client issues and ensuring
satisfaction. Adept at budget preparation, data analysis, and delivering impactful programs, focusing on collaborative
problem-solving and driving meaningful results.
Key Skills
Proficient in proposal writing, research, facilitation, learning, and knowledge management
Proficiency in Micro Soft Office, statistical packages (SPSS, STATA), and data collection tools (ODK, Kobo
Toolbox)
Strong communication, liaison, and negotiation skills
Ability to work well with teams, partners, government officials, contractors, USAID, UN agencies, NGOs,
and stakeholders.
Comprehensive knowledge of human behavior and development
Ability to assess client needs and create effective plans
Ability to refer clients to community resources
Proficient in crisis intervention and follow-up care
Experience in documenting client assessments and engagements
Strong advocacy skills and commitment to client welfare
Core Competencies
Policy formulation
Compassionate and empathetic
Strong ability to assess needs, strengths, and situations
Excellent problem-solving and crisis-management skills
Highly organized
Excellent communication and interpersonal skills
Ability to work with a diverse range of clients
Decision-making statistical research
Research analysis
Attention to details
Strong mathematical skills
Employment History
October 2024 up to date
Position
TELEPERFORMANCE KENYA
CUSTOMER SERVICE REPRESENTATIVE
Key Responsibilities
Customer Support: Respond to customer inquiries via email about products, orders, deliveries,
returns, and refunds.
Problem Resolution: Address complaints and provide clear, effective solutions to ensure customer
satisfaction.
Order Management: Assist customers with order tracking, modifications, cancellations, and updates
through email communication.
Policy Clarification: Provide detailed explanations of Zalando’s policies on returns, refunds, and
promotions via email.
March, 2024 – July,2024
Position
COUNTY GOVERNMENT OF MAKUENI
YOUTH EMPOWERMENT OFFICER KAITI SUBCOUNTY
INTERN
Key Responsibilities
Research and assess key issues and opportunities for youths, contributing to delivering impactful programs
that empower young people to address challenges.
Assisting in Council’s decision-making, by providing insightful contributions to reports on youth activities.
Advocating for young people by providing direct input into developing youth-related policies and plans as
required.
Contributing to the planning, organizing, and promoting of Youth events, Community events, and other
events as directed - such as sports.
Attend community youth network meetings and events to engage with stakeholders.
Perform duties within capabilities, aligned with the responsibilities of the position.
July, 2023 – December, 2023
Position
LIAISON GROUP
CONTACT CENTER REPRESENTATIVE
Key Responsibilities
Managing high-volume customer support calls, effectively handling customer complaints and inquiries via
phone and email.
Sorting and resolving client issues efficiently, ensuring satisfaction and service quality.
Contributing to developing new strategies to improve customer retention and experience.
Conducting Quarterly client feedback reviews to enhance service delivery and customer relationship
management.
February, 2022 – May, 2022
Position
COUNTY ASSEMBLY OF MAKUENI
FISCAL ANALYST ATTACHEE
Key Responsibilities
Assist in preparing supplementary budgets, and creating additional allocations beyond initial budget plans.
Assess county economic projects, evaluating their viability, community impact, and alignment with
development goals.
Analyze project costs, benefits, risks, and sustainability factors to support informed decision-making.
Prepare budgets for recurrent and development votes, including infrastructure, education, and healthcare
initiatives.
Develop quarterly expenditure forecasts to guide the release of funds based on spending trends and planned
activities.
Monitor expenditures and ensure timely project implementation and disbursement of funds.
Identify performance indicators for programs, enabling progress evaluation and demonstrating the impact
of investments.
Assist departments in costing programs, analyzing personnel, material, and overhead costs to create
accurate budget estimates.
Education Summary
Period
2019/-/2018
Certificate/ Degree
BACHELOR OF ARTS ECONOMICS
AND SOCIOLOGY
Kenya Certificate of Secondary
Education
Institution
Chuka University, Kenya
ST. Martins Kathonzweni School, Kenya
Languages
English: High-level proficiency in speaking, reading, and writing. Working language.
Swahili: High-level proficiency in speaking, reading, and writing. Bilingual. Working language.
References
Titus Nzai Mwanthi,
Youth Development Officer
Kaiti Subcounty Makueni County--
Vincent Musau,
Senior Consultant
Liaison Group--
Stephen Musyoki,
Chief Fiscal Analyst
County Assembly of Makueni--
