Pius Nguma Mutundu

Versatile and results-driven professional with experience in software testing, customer experience, and cybersecurity. Proven track record as a Software Development Engineer in Test (SDET), skilled in both automated and manual testing. Background as a Customer Experience Executive and Analyst, with a focus on service improvement and user satisfaction. Certified Cybersecurity Professional (ISC2 – CC) with knowledge in security principles, risk management, and access control. Strong communicator with a holistic approach to quality, user experience, and system security.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

• As a Software Developer in Test, I managed to participate in the following projects:
• Led the implementation of a Non-Employee Risk Management Application for the Human Resources Department at Safaricom Plc, enabling efficient onboarding, tracking, and management of all third-party contractors while ensuring compliance with internal policies.
• Supported the integration of the SailPoint IdentityNow Access Management platform with Safaricom's key business applications, delivering enhanced identity governance through:
• A) Automated User Lifecycle Management – including onboarding/offboarding automation via auto-provisioning and deprovisioning of access rights, incorporating Role-Based (RBAC) and Attribute-Based (ABAC) access controls.
• B) Access Request & Approval Workflows – enabling self-service access requests with embedded manager and IT approval processes, and Just-in-Time (JIT) access provisioning for improved efficiency and security.
• As a Customer Experience Analyst:
• Collaborated with the Saka-Hub development team to design and implement a Knowledge Base Platform for content management, built within Safaricom's infrastructure and fully managed by Safaricom Plc, enhancing internal knowledge sharing and operational efficiency.
• Contributed to the reengineering of the Incident Management process for the Enterprise Business Unit at Safaricom Plc, resulting in improved proactive and reactive incident handling, with clearly defined communication workflows and response plans for both internal teams and external clients.
• Reviewed and enhanced the M-Pesa Reversal process, streamlining Person-to-Person (P2P) and Customer-to-Business (C2B) reversal flows to improve turnaround time, accuracy, and customer satisfaction.
• As a Customer Experience Executive:
• Successfully resolved high volumes of customer queries daily, achieving an average customer satisfaction score of over 90%, contributing to improved customer retention.
• Streamlined complaint resolution processes, reducing average handling time b and boosting first-visit resolution rates.
• Collaborated cross-functionally with technical and product teams to escalate and resolve customer issues, ensuring timely feedback and long-term service improvements.
• Initiated and implemented customer feedback loops, leading to insights that helped shape new service features and improved communication strategies.
• Trained and mentored new customer service team members, improving onboarding time and service consistency across the department.
• Proactively identified service gaps and suggested process improvements that reduced repeat visits and enhanced overall user experience.