1. R U T H M U M O K Y E N G O
P.O. BOX 30630 • NAIROBI, KENYA.
PHONE 254-722692632
EK :3344
E-MAIL rkyengo@safaricom.co.ke/rkmumo@yahoo.com
CAREER OBJECTIVE
 To be able to grow professionally and develop skills gained
through my education and professional training. This will be
achieved through my hard work; ability to multi task and my
ability to work under severe pressure.
WORK EXPERIENCE
Customer Care Representative
SAFARICOM KENYA LTD
Role Purpose
To build and maintain a strong customer relationship with an identified premi
telephone and site visits as per set Customer Management standards. Responsi
responding to customer’s queries and providing information to customers/sub
issues through the allocated corporate line.
• Provide a premium service to high value customers - i.e.
Corporate customers.
• Ensure First Contact Resolution where possible, and
escalate and follow up issues to resolution when applicable..
• Maintain high customer satisfaction for all the Corporate
accounts handled while reducing churn.
• Making decisions on all queries after verifying all the
relevant details. Issues that cannot be solved online are
Escalated to the team manager, support center, NMC,
Corporate account Manager and credit control, BILLING
TEAM.

2. Contact Support Analyst
Role Purpose
assess the quality of service delivery across all customer contact
points within customer care, support call Centre team manager
in the gap identification and make recommendations to improve
Customer experience.
Customer Care Executive
ZAIN KENYA-AIRTEL Kenya
Duties
• To receive customer queries, complaints and/or requests
online and forwarding cases to respective units where
resolution could not be provided online.
• Develop customer relationships
• To handle all customer care interactions by providing
consistent standards of service to Zain customers, ensuring
customer satisfaction.
• To respond to all customers’ contacts by identifying and
meeting customer needs, managing calls efficiently,
recording and resolving queries, in accordance with pre-
defined standards and measures, working within a team that
is focused on providing quality.
• To provide information and/or educate customers.
Achievements
Achieved 98% customer satisfaction which was measured through
Electronic Resource plan
Achieved 99% customer retention which was measured through
Electronic Resource Plan
Was given the responsibility to work as a team leader in absence of
my supervisor.
Sales-Administrator
MULTI-OPTIONS
Duties
• Doing quotations for al the enquiries and invoicing
• Making reports on the sales progress and analyzing sales for

3. Multi Options
Achievements
Was able to strike good relationship with the sales team. By
encouraging them to work as a team which boosted sales
Marketing Services Assistant
Internship
Kenya Wildlife Service
Duties
 Organizing materials for exhibition
 Providing information and making reservation for clients
 Compiling and analyzing visitor statistics
 Preparing PowerPoint presentations
Librarian
Work-Study student
DUTIES
 Reference and information services
 Receiving, stamping and indexing library materials
 Orientation of new students
1999 Bureau Statistics Kenya And Population Census
Position: Enumerator
 Taking population Census
 Sensitizing the community of the importance of population
census
 Taking statistics of biographic data of the community
EDUCATION
B.Sc. degree in International Business Administration-
Marketing Option
USIU-A University

4. Awards and recognition
 Dean’s List of Academic Excellence, USIU –A
 Kenya Certificate of Secondary Education
Mean Grade B -
OTHER
TRAININGS
Computer skills
Knowledge of Electronic Resource plan
Able to use internet,Excel,powerpoint
Hold a valid driving licence since 2004
Languages English, Swahili , basic
Community Service Took 60 hours of Community service at the Rehema Children’s
Home for the orphaned and HIV positive children in Roasters,
Nairobi.
INTERESTS
AND
ACTIVITIES
Travelling, Listening to gospel music, Cooking.
REFEREES
Dr. Peter Lewa
Strategic Management Consultant
USIU-Africa
P.O BOX 146354-0800
Nairobi
Telephone: 3606000
Philip Muoka Wilson Ndiwa
Advocate Team Leader
FIDELITY BANK Safaricom Kenya limited
IPC BUILDING P.o. Box 66827
Nairobi Nairobi
Telephone: Telephone: 0204273272