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Benson Mukandiwa-FCICRM- FZIM- FCICM-MMAZ

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Benson Mukandiwa-FCICRM- FZIM- FCICM-MMAZ

Chartered Manager Graduate Apprentice

Customer Service Strategist - MSc - Marketing


Currently resides in: Bulawayo, Zimbabwe

Born in Harare Zimbabwe

Benson Mukandiwa F.CICRMA, F.ZIM, M.CMI, M.MAZ, M.IAF is a profound and renowned Customer Service Strategist, Expert, Author, Research Fellow in Customer Management. He is the Editor In Chief for The Customer Magazine the CICM Global’ s official bi-monthly magazine which is distributed across Africa. He is a think tank equipped with 15 years plus management practitioner leadership experience (at either middle or senior managerial including board level positions), having worked at various managerial capacities, in various economic sectors thus includes hospitality, retail, human capital skills development and insurance. Benson is a trained Interaction Leader by British Council and is currently pursuing a Chartered Manager Graduate Apprenticeship with the Chartered Management Institute (CMI) U.K.
He is a trained Customer Experience Management (CEM) expert equipped to empower brands with the knowledge and tools for the ultimate customer experience. His expertise focuses on how to build loyalty, drive revenue, and maximize client satisfaction with proven CRM and CEM strategies and solutions. He is a champion of many talents and have worked across different industries within his career. In his lifestyle and books he tries to impart real-world life skills, like leadership, salesmanship, innovation and networking.As a champion of purpose, arbiter of positive change, engineer of business growth and a merchant of hope, Benson firmly believe: “Education isn’t a four-year program. It’s a mind-set that you are a solution giver.”

His expertise is acknowledged across multiple networks and by fellow associates at various institutions, clubs and organizations henceforth; among notable elected and appointed positions he serves as: (a) Director & Executive Chairman- Southern Region at Chartered Institute for Customer Management (CICM),(b) Executive Board Secretary -Southern Region at Contact Centre Association of Zimbabwe (CCAZ) (c) Executive Board Chairman at Zimbabwe Institute of Management(ZIM) for Southern region which makes him an automatic Board member of the (ZIM) National Executive Council ; (d) International Competitions Judge at Zimbabwe International Trade Fair(ZITF); as well as Chief Content Officer & Editor for The Customer Magazine ; and (e) Independent Facilitator of Programmes for Success Motivation International (SMI)- (USA), Marketers Association of Zimbabwe (MAZ) . Benson is currently engaged on a long-term contract by Nyaradzo Life Assurance, based in Bulawayo Metropolitan City.
Hard work and being innovative are marks of his career and has made him eligible for highly-regarded positions in the society. He has displayed remarkable talent in his field of expertise and as a result have significantly contributed to the Southern African social, cultural, political or economic landscape thus he surely been engineered for greatness, and strives to continually raise the bar.
Benson is a trained Interaction Leader by British Council ; he also a product and ardent participator of British Council Zimbabwe monthly management express forums . The multi- award-winning leader and scholar scooped the National Award for Young Leader (Manager) of the Year 2014/15 to make it a double after scooping the same award at Regional level conferred by highly esteemed Zimbabwe Institute of Management. He did set a new record as he became the first ever graduate of the Zimbabwe Institute of Management to record a double award twice in a row both as a scholar and a management practitioner; in 2011 he scooped both the Regional and National Best Scholar Award and was named the Best Student in Executive Diploma in Business Leadership (EDBL) 2010-2011 class. Benson is a Fellow Member of the Chartered Institute of Customer Relationship Management Africa (F.CICRMA); Fellow Member of Zimbabwe Institute of Management (F.ZIM), and full member Marketers Association of Zimbabwe (M.MAZ); Full Member International Association of Facilitators (IAF- Member) Internationally Published business author, customer experience leadership research-fellow, erudite scholar & an impeccable Facilitator.
He is twice a graduate from the Zimbabwe Institute of Management and he aced his-final exams in Business Leadership(EDBL), Supervision and Management (DSM) and graduated Magna Cum Laude in Bachelor of Science Management and Marketing Intelligence (BSc. MMI) ; as well as Master of Science - Marketing Intelligence respectively.He is currently pursuing an MSc - Business Psychology with University of South Wales and a Chartered Manager Graduate Apprenticeship with the Chartered Management Institute (CMI) U.K.”
He gets inspiration, fun and pleasure from writing non fictional business books, articles, playing Sudoku puzzles, chess, reading, business-motivational facilitator & listens to motivational material, farming, jogging/cycling and motivational speaking. Taking some golf lessons now.
Benson is happily married to Martha, and the couple is blessed with two sons,King Ethan and King Edric and daughter Princess Eliana Liora

Contact details

benmahere@yahoo.com

benmuk@gmail.com

O: +263713197100


Web presence

Business Address

Bulawayo, Bulawayo, Zimbabwe


Professional Portfolios

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ZIM National Manager of the Year Awards

in Publications

Outstanding Customer Service Strategist Benson Muk...

in Publications

Professional details

Current Position(s)

Director & Executive Chairman | Associate Regional Office | CICM Chartered Institute for Customer Management
Bulawayo, Zimbabwe | May 2016 - present

Academia, Education and Training

CICM offers globally and industry recognized certification and professional programs to equip individuals with the skills and professional recognition they need to really drive sales through service excellence in their organizations.
Provide coherent leadership of the Southern region board. Uphold the highest standards of integrity and probity.


Chief Editor & Content Officer | The Customer Magazine | Chartered Institute for Customer Management
Pretoria, South Africa | November 2016 - present

Publishing, Printing and Print Media

Chief Content Officer & Editor: The Customer is the first globally-distributed magazine devoted to the fast-growing, evolving field of call center & customer management. It is written by, for, and about the most innovative, influential global customer service and call center practitioners.
The magazine showcases how customer service and call center practitioners are finding success in the field, focusing on the tools, technologies and processes they use to help service practitioners learn new service skills and apply lessons to their own organizations.
Chief Content Officer. The Customer is available in both print and digital editions. The print edition is FREE to anyone in the call center & customer service and is mailed every other month as it is published. Every issue of The Customer is available in a free digital edition.


Non Executive Director | National Executive Council | Zimbabwe Institute of Management
Harare, Zimbabwe | June 2015 - present

Academia, Education and Training

I was elected Branch Chairman in May 2015.Branch Executive Committee Chairperson for Southern for the next 2 years ; which encompasses the whole Southern region of Zimbabwe's five Provinces ( Bulawayo, Midlands, Masvingo, Matebeleland South and Matebeleland North) this makes me an ex-officio "by right of office" Board member of the National Council of the Zimbabwe Institute of Management(ZIM).


Director & Regional Board Secretary | Southern Region | Contact Centre Association of Zimbabwe
Bulawayo, Zimbabwe | July 2015 - present

Marketing, Advertising and Public Relations

Provide coherent leadership of the regional board, representing the CCAZ to customers, suppliers, governments, shareholders, financial institutions, the media, the community and the public.Uphold the highest standards of integrity and probity.
Set the agenda, style and tone of board discussions to promote effective decision making and constructive debate.


Executive Board Chairman | Southern Region | Zimbabwe Institute of Management
Bulawayo, Zimbabwe | June 2015 - present

Academia, Education and Training

Joined the ZIM in 2011, was elected onto the Bulawayo Branch Executive Committee. I served as Branch Secretary from 2012 to 2015. I was elected Branch Chairman in May 2015. I have benefited immensely from the networking at ZIM. Associating and rubbing shoulders with top management practitioners, associates and leaders across the all the sectors of the Zimbabwean industry this has boosted confidence.


Independent Programmes Facilitator | Training & Professional Courses | Marketers Association of Zimbabwe
Bulawayo, Zimbabwe | January 2014 - present

Marketing, Advertising and Public Relations


Administrator -Bulawayo Metropolitan | Nyaradzo Life Assurance | Nyaradzo Group
Bulawayo, Zimbabwe | June 2014 - present

Accounting, Banking and Finance


Independent Non-Executive Chairperson | Business Development Portfolio | Chartered Institute of Customer Relationship Management Africa
Southern Africa and other regions, South Africa | December 2014 - present

Academia, Education and Training


ZITF Independent Judge | ZITF Competitions | Zimbabwe International Trade Fair
Bulawayo, Zimbabwe | April 2013 - present

Other


Making of A Champion- Facilitator LMI-SMI | SMI Training | Success Motivation International, Zimbabwe
Bulawayo, Zimbabwe | July 2013 - present

Life Coaching and Motivational Speaking


Non Executive Director | Benylore Mahden Services (BMS-Edge) Training & Consultancy | Traders Post
Harare, Zimbabwe | 2012 - present

Consulting and Project Management


Executive Committee Member Bulawayo Community Chapter | (RAPT) | Rehabilitation and Prevention of Tuberculosis (RAPT)
Bulawayo,Zimbabwe, Zimbabwe | January 2010 - present

Social Development and Community Services


Million Leaders Manadate - Facilitator | EQUIP International | EQUIP International Dr J C Maxwell
Gwanda, Zimbabwe | March 2009 - present

Life Coaching and Motivational Speaking


Previous Position(s)

Regional Business Development Executive | Business Development | Chartered Institute of Customer Relationship Management Africa
Matebeleland Region, Zimbabwe | April 2013 - April 2014

Academia, Education and Training


Branch Board Secretary - Executive Committee Member | Zimbabwe Institute of Management
Bulawayo, Zimbabwe | June 2012 - May 2015

Academia, Education and Training


Group Head of Internal Audit & Operations | Internal Audit & Operations | Ocean Park Marketing & Oceans Foods (Pvt) Ltd
Bulawayo, Zimbabwe | January 2012 - February 2013

Consumer Goods, Fashion and Retail


Group Operations Manager | Ocean Park Marketing (Pvt) Ltd
Bulawayo, Zimbabwe | November 2009 - December 2011

Consumer Goods, Fashion and Retail


Director /Provincial Co-ordinator | Matebeleland South Province | Believers LoveWorld a.k.a Christ Embassy
Gwanda, Zimbabwe | January 2007 - February 2009

Social Development and Community Services


Executive Committee Member | Gwanda Community Chapter | Rehabilitation and Prevention of Tuberculosis (RAPT)
Gwanda, Zimbabwe | September 2006 - October 2009

Social Development and Community Services


Assistant Branch Manager & Branch Manager | Star Africa Corporation Red Star Holdings Ltd SPAR Western-Incoporating & Advance Wholesale Division
Bulawayo, Zimbabwe | January 2006 - October 2009

Consumer Goods, Fashion and Retail


Management Intern Trainee | Advance Wholesalers Pvt (Ltd) Incoporating SPAR Western Region
Bulawayo, Zimbabwe | September 2003 - September 2005

Consumer Goods, Fashion and Retail


Customer Service Supervisor | Retail Fashions | Edgars-Express Stores
Gweru, Zimbabwe | January 2001 - July 2003

Consumer Goods, Fashion and Retail


Customer Service Clerk | Warehouse Food & Beverage Stores | Victoria Falls Safari Lodge
Victoria Falls, Zimbabwe | December 1999 - August 2000

Travel, Tourism and Hospitality

Educational history

Secondary

Serima High School, Masvingo, Zimbabwe (1999)

Tertiary

University of South Wales

Cardiff, United Kingdom | April 2017 - present

MSc - Business Psychology

The programme offers a psychological perspective to understanding key organizational functions such as leadership, organizational culture, change management, marketing and communications.

Chartered Manager Graduate Apprentice

University of Wolverhampton (UoW), United Kingdom | November 2016 - present

Chartered Manager Graduate Apprentice (CMgr MCMI) - Business Management & Leadership

The Chartered Manager Degree Apprenticeship (CMDA) cover:

Personal Effectiveness (Awareness of self and others, Management of self, Decision Making)
Interpersonal Excellence (Clear Communication, Building & Leading Teams, Motivating Others, Fostering Inclusive & Ethical Cultures, Leading Change and Developing Collaborative Relationships)
Organisational Performance (Strategic Decision Making, Project Management, Business Finance, Sales & Marketing, Innovation and Digital Business & New Technologies)

Dominican University of the Philippines, Dominica

Dominica, Dominica | 2014 - 2015

Master of Science - Marketing Intelligence

Chartered Institute of Customer Relationship Management Africa

Bulawayo, Zimbabwe | September 2014 - present

Post Graduate Diploma - Customer Relationship Management (CRM)

MANCOSA

R.S.A, South Africa | January 2013 - 2015

Masters In Business Administration - Business Administration

Pending

Dominican University of the Philippines, Dominica

Dominica, Dominica | 2011 - 2014

Bachelor of Science (Dual Qualification) - Management & Marketing Intelligence

Fourth year is optional for Honours or postgraduate Masters. I opted to for a Master of Science in Marketing Intelligence

Zimbabwe Institute of Management

2010 - 2011

Executive Diploma in Business Leadership - Post-Graduate Studies for Executives in Business Leadership

British College Of Professional Management

Bulawayo, Zimbabwe | January 2007 - March 2009

Diploma in Stores Management & Stock Control - Principles of Mordern Management ,Stores Management ,Stock Control

Zimbabwe Institute of Management

2005 - 2008

Diploma in Supervision & Management (aka Diploma in Management Studies-UK) - *Higher National Diploma (HND) in Business Management Studies (NVQ 4 UK)

Serima Mission High School

1994 - 1999

Advanced Level- Cambridge University - Commercials

Achievements

Awards

National Young Leader of the Year 2015 for Zimbabwe Institute of Management | 2016

Returned the title Following the declaration of no Award to the 2015 regional nominees as they could not meet the National Winners Criteria:
The broad criteria for Winners selection in the Young Leader of the Year Category in brief was as follows:
1. The person should have made a significant contribution to management excellence in Zimbabwe;
2. The person should be making a continuous, noteworthy contribution in the search for management excellence; or
3. The person should have been involved in a one-off event which would have brought long-term benefits to the nation and should be held up as an example and inspiration for others to emulate.

National Young Leader of the Year 2014 for Zimbabwe Institute of Management | 2015

The broad criteria for Winners selection in the Young Leader of the Year Category in brief was as follows:
1. The person should have made a significant contribution to management excellence in Zimbabwe;
2. The person should be making a continuous, noteworthy contribution in the search for management excellence; or
3. The person should have been involved in a one-off event which would have brought long-term benefits to the nation and should be held up as an example and inspiration for others to emulate.

9 Cum Laude Subjects | 2011

Graduated with 9 Cum Laude Subjects in Business Leadership including Final Research Thesis

Regional Young Manager of the Year 2014 for Zimbabwe Institute of Management | 2015

As Nyaradzo Group Bulawayo Branch Administrator - scooped the Young Manager of the Year 2014 for Zimbabwe Institute of Management Southern Region (encompasses 5 provinces, Bulawayo Metropolitan, Matebeleland South,Matebeleland North,Midlands and Masvingo)

Brand Ambassador & Councillor | 2014

This an honorary position requires one to be a strong and collaborative brand promoter with a dynamic, entrepreneurial spirit in implementing the company’s newly developed strategy.

Zimbabwe Most Outstanding Customer Service Strategist | 2014

Fellow professional member status by Chartered Institute of Customer Relationship Management Africa (CICRMA); in recognition of his outstanding writings on Customer Relationship Management.

Shortlist and nomination

Nominee National Young Manager of the Year 2014 | 2014

Scooped the Winners Trophy again at the National Level on announcements made on the 5th of June,2015

Nominee Young Manager of the Year 2014 | 2014

Came out Winner as Young Manager of the Year 2014 announcement was made on the 16th of April,2015

media exposure

The Customer Magazine CICMA Global Publication | 2017

View Magazine - Cicma Global Publication
Benson Mukandiwa. FCICRM- FZIM-MCMI. EDITOR . Chartered Institute for Customer Management.

IHG Bulawayo 2017 Saints and Feasts | 2017

Zimbabwean Businesses Have Been Urged to Value Customer Service

ZimbabweHub | 2017

Zim businesses urged to value customer service

ZimWeek | 2017

Zim businesses urged to value customer service

Zimbabwe Consolidated News | 2017

Zimbabwean businesses urged to value customer service

Team Zimbabwe | 2017

Zim businesses urged to value customer service

The AfricanInfo-France | 2017

Zim Businesses Urged to Value Customer-service

Financial Gazette | 2017

Bad Customer Service Costly to Business
[Click Download The Supplement Pg 2 ]

ZimbabweToday. | 2017

Zim Businesses Urged to Value Customer Service

Africanews.com | 2017

Zimbabwean Businesses urged to Value Customer Service

Harare24.com | 2017

Zim Businesses Urged To Value Customer Service

AfricaNewsDesk | 2017

Zim businesses urged to value customer service

Africanseer-USA | 2017

Zimbabwean businesses urged To Value customer service.

Bulawayo 24.Com | 2017

Zimbabwean Businesses Urged to value Customer Service

Daily News Zimbabwe | 2017

Zim Businesses Urged to Value Customer Service

http://newsofthesouth.com/ | 2017

Questions Of Difference (QoD) Building Consistent Brands Sales What Comes First Employee Experience Versus Client Experience.
[Click Above to Read/Download]

ZIMmarketer Magazine Marketer's Association of Zimbabwe | 2015

Article Contributor for ZIMmarketer Magazine Vol 4 of 2015 (Zimbabwe's Premier Marketer's Quarterly Publication)
Appreciative Personal Service Keys to Global Brand Equity a Symbiotic relationship towards a Nexus page 47

[Click Above to Read/Download]

http://newsofthesouth.com/ | 2015

Mr Benson Mukandiwa (F.CICRMA, M.ZIM, M.CMI, M.MAZ) scooped the prestigious National Young Manager of the Year Award. [Click Above to Read/Download]

The Financial Gazette Zimbabwe | 2015

Read the full Supplement of Zimbabwe Institute of Management Southern Region Awards 2015 in The Financial Gazette dated April 30 - May 6, 2015. Benson scooped the Young Manager of the Year 2014 for Zimbabwe Institute of Management Southern Region (encompasses 5 provinces, Bulawayo Metropolitan, Matebeleland South,Matebeleland North,Midlands and Masvingo)

http://newsofthesouth.com/ | 2014

Zimbabwes Outstanding Customer Service Strategist Benson Mukandiwa Honored For Excellence

[Click Above to Read/Download]

http://newsofthesouth.com | 2014

Happy Employees Plus Happy Customers Equals Repeat Sales

http://newsofthesouth.com | 2014

How Costly Is Bad Customer Service To Your Business?

http://newsofthesouth.com | 2014

Keys To Customer-Centric Service Culture Part 1 Excellent Service plus Loyalty equal Retention

http://newsofthesouth.com | 2014

Customer-Centric Service Part 2 Keys to Unlock Brand Value in 21st Century

http://newsofthesouth.com | 2014

Can Your Business Deliver World-Class Customer Service Part 1?

http://newsofthesouth.com | 2014

“Internet Effect”: Delivering World-Class Customer Service Part 2

http://newsofthesouth | 2014

Enhance Staff Training And Development For Total Customer Service

http://newsofthesouth | 2014

Enhance Staff Training And Development For Total Customer Service

http://newsofthesouth.com | 2014

Benchmark Your Customer Service Training

http://newsofthesouth.com | 2014

Happy employees plus Happy customers equals repeat sales Benson Mukandiwa

Competitive Accomplishments

Winner | Nationational Under 20 200m | 1998

First Place | Nationational Under 20 Relays 100m | 1998

First Place | Nationational Under 20 Relays 100m | 1998

Published First Book-Satisfaction-Motivation Workplaces | Writer Bureau | 2012

Published - Second Book Customer-Employee-Satisfaction | Writer Bureau | 2012

Winner | National 200M race | 1998

Academic Achievements

Other Achievements

Academic Journal References | 2016

A Study on IT Enabled Customer Relationship Management (CRM) in Insurance Sector
34.Benson Mukandiwa “Keys to Customer
Centric Service Culture Part 1 Excellent Service plus Loyalty equal Retention” Vol 3 (2004)

Nominee National Award -Young Manager of the Year 2014- Award | 2014

Both Southern and Northern Regions of Zimbabwe -Young Manager of the Year 2014- Award. The award cuts across both the sectors of private and public corporate entities in all ten provinces of Zimbabwe

Regional Award -Young Manager of the Year 2014- Award | 2014

Southern Region of Zimbabwe -Young Manager of the Year 2014- Award. The award cuts across both the sectors of private and public corporate entities in provinces of Masvingo, Midlands, Matebeleland South, Matebeleland North and Bulawayo Metropolitan.

Activities

Memberships

Management Express Forums-British Council

Member , January 2007 - present

British Council Zimbabwe monthly management express forums give members the opportunity to network with peers and industry leaders, while joining in on the debates that are shaping the global economy today. The forums provide a range of benefits, including opportunities to: network with like-minded professionals;expand your leadership and management horizons by providing links with both UK and local management and leadership professionals as well as share ideas and experiences in seeking practical solutions to different challenges in the workplace.

International Association of Facilitators.

Member, April 2017 - present

The International Association of Facilitators (IAF) welcomes everyone with an interest in facilitation and its widespread use in helping people work together effectively.
IAF members vary in their facilitation practice. If we were to use just one sentence to describe what the IAF does and stands for, it would be "enabling powerful change".

Chartered Management Institute (UK)

Member, December 2016 - present

Zimbabwe Institute of Mnagement

Bulawayo Branch Executive Chairperson-Ex officio National Council Board Member, May 2015 - present

Writers Bureau

Student & Editorial Writer, January 2014 - present

Writers Bureau

Student & Editorial Writer, January 2013 - December 2013

Marketers Association of Zimbabwe (MAZ)

Individual Full Member, April 2015 - present

Full Member

Chartered Institute of Customer Relationship Management Africa (CICRMA)

FELLOW MEMBER : FCIRCMA, September 2014 - present

Accredited Fellow Membership Status by the Chartered Institute of Customer Relationship Management Africa (CICRMA)

Zimbabwe Institute of Management

Fellow Member , December 2016 - present

Zimbabwe Institute of Management

Branch Executive Secretary

community

Chartered Institute of Customer Relationship Management Africa (CICRMA)

Career Guidance Consellor, April 2013 - present

Chartered Institute of Customer Relationship Management Africa (CICRMA)

Career Guidance Consellor, April 2013 - present

Zimbabwe International Trade Fair

Competitions Judge, April 2013 - present

Zimbabwe Institute of Mnagement

Branch Executive Secretary, January 2014 - May 2015

Zimbabwe Institute of Mnagement

Branch Executive Secretary, January 2013 - December 2013

Zimbabwe Institute of Mnagement

Branch Executive Secretary, June 2012 - December 2012

Zimbabwe Institute of Mnagement

Branch Executive Secretary, June 2012 - present

Impact International Foundation | Zimbabwe

Vice President , May 2007 - present

Impact International is a non-governmental organization with it Head quarters ,Zimbabwe

Other Activities

Published Business Author

Writer, October 2011 - present

Proven relationship management skills- Developed solid partnerships that cut across all tribal, racial, and ethnical levels of
staff, clients and key religious, political, and socio-economic stakeholders to achieve goals in team-oriented environments.
Excellent communication skills and presentation skills-Facilitated ongoing communications by conveying objectives clearly
and effectively. Authored and published two books which are selling on premier online stores:
1) Satisfaction and Motivation at Workplaces , Lambert Academic Publishers, Germany, Oct 2011,
2) Customer and Employee Satisfaction, Lambert Academic Publishers – UK. Mar 2012,

Testimonials

Evidence S Muza MBA (Manchester Business School), ACIS, AIBZ, CIMA-PF

"“I have known Benson Mukandiwa for the past 6 years, as his spiritual and professional adviser. During this period, I can testify that he has proved to be a goal-oriented, focused man, and has developed a dogged tenacity in excellence. This is amply demonstrated, among other things, by his being conferred the best overall Zimbabwe Institute of Management (ZIM) student in Zimbabwe in his final examinations late in the year 2011. I understand, also, that his project was among the best of all time. Over the years, as he has developed himself in professionally, I have seen him grow in his responsibilities at work. I can attest that he now has invaluable general management experience in the retail sector, having worked for well established players in the sector. It is also worth noting that he has successfully completed our advanced excel training programme. In view of the foregoing, I do not waver to recommend Benson in any of his endeavours. Thank you. Evidence S Muza MBA (Manchester Business School), ACIS, AIBZ, CIMA-PF” March 21, 2012
" - 2012

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