PIUS NGUMA MUTUNDU
Nairobi
Summary
I am a telecommunication professional currently working as Software Development Engineer in test(SDET) with experience providing excellent services to customers in a dynamic work environment. Solid communication skills, good interpersonal skills and fast in resolving customer complaints with excellent problem-solving skills.
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
10
10
years of professional experience
Work History
Software Development Engineer in Test
Safaricom Plc
01.2025 - Current
- Improved software quality by designing and implementing automated testing frameworks.
- Enhanced application performance with thorough code reviews and debugging.
- Developed custom scripts to automate manual test cases, reducing time spent on routine tasks significantly.
- Maintained up-to-date documentation on all relevant aspects of the test plan, including test cases, scripts, and results.
- Reduced bug occurrence rate through rigorous unit testing and integration testing practices.
- Implemented performance tests to analyze system bottlenecks and optimize resource utilization under heavy loads.
- Streamlined test processes for faster delivery, utilizing continuous integration tools.
- Supported cross-functional teams in meeting project deadlines through effective communication and collaboration.
- Contributed to better user experience by providing feedback on usability issues during product design stage.
- Designed testing scenarios for usability testing.
Customer Experience Analyst
Safaricom PLC
03.2023 - 03.2024
- Process improvements: work with the current team to document processes, procedures and work instructions that exist
- Identify opportunities to improve processes and increase operational efficiency & overall NPS
- Document/Update Processes; support in the update and cleanup of Esaka articles; knowledge management portals & SharePoint (ISO)
- Engage & collaborate with the various business units' stakeholders to ensure continual service and enablement improvement
- Coordination within the team, at all functional levels
- Enhanced customer satisfaction by addressing and resolving customer inquiries and concerns promptly.
- Championed internal initiatives aimed at enhancing employee engagement and motivation within the Customer Experience team.
Customer Experience Executive
Safaricom PLC
01.2017 - Current
- Offer customer care services
- Ensuring I achieve sales targets every month
- Maintaining good NPS
Processes Champion
Safaricom PLC
12.2021 - Current
- Ensuring that my team is well trained on all procedure and processes to improve on productivity
Internship
Tuskys Supermarket
08.2016 - 02.2017
- My major role was to maintain dairy section by making timely orders and maintain well-arranged products and cleanliness
Registration of new voters
IEBC
02.2016 - 03.2016
- Registration of new voters
Internship
Kenya Commercial Bank Limited
02.2015 - 05.2015
- Accounts Opening and Processing
Education
Software engineering -
Moringa School of Technology
09.2023
Bachelor of Arts - Economics
Moi University
09-2016
Skills
- Process analysis
- Training capability
- A good collaborator
- Skilled team coordinator
- Manual testing
- Test process improvement
- Test automation frameworks
- Functional testing
- Regression testing
- Test reporting
- Automated testing
- Usability testing
Accomplishments
- As a Customer Experience Analyst: Managed to collaboratively work with Saka-Hub development team to come up With knowledge base platform for content management build within Safaricom and managed solely by Safaricom PLC
- Managed to push for the front office team to get access to bulk registration instead of depending on management to do bulk registration for them: This reduced assistance time by one minute.
- Managed to get NPS score of 81 for FY 22/23 against target of 81 an improvement of 20 points from 61 in FY 21/22.
- As a processes champion I managed to improve 4G router sales from less than 5 each month to over 15 every month. This was possible as my team understood the product well and could pitch to customers with ease.
Other Engagements
- Laboratory prefect, St. Mary's Boys' High School Lushangonyi, 2009-2010
- Treasurer, Christian Union Mwatate Junior Academy, 2006
- Youth Chairman, St. Stephen's Catholic Church Maseki Kitui, 2011-2013
Timeline
Software Development Engineer in Test
Safaricom Plc
01.2025 - Current
Customer Experience Analyst
Safaricom PLC
03.2023 - 03.2024
Processes Champion
Safaricom PLC
12.2021 - Current
Customer Experience Executive
Safaricom PLC
01.2017 - Current
Internship
Tuskys Supermarket
08.2016 - 02.2017
Registration of new voters
IEBC
02.2016 - 03.2016
Internship
Kenya Commercial Bank Limited
02.2015 - 05.2015
Software engineering -
Moringa School of Technology
Bachelor of Arts - Economics
Moi University
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