Experience

Communications Authority of Kenya (CA)

• Computer and Network Security
• 1 - 100 Employee

• Acting Manager Research and Consumer Information

  • Oct 2017 - Present

  • end-user issues in Kenyan market• Determine impact of new technologies on communication regulatory mechanisms specifically consumer protection • Participate in the development and presentation of national positions relating to consumer protection in local, regional and international meetings workshops and conferences• Development and implementation of consumer protection initiatives and regulatory interventions including regulations and guidelines affecting consumers• Prepare and participate in stakeholder consultations in development of regulatory tools, initiatives and interventions• Develop, implement and evaluate consumer education information, programs and initiatives• Identify, develop and manage partnerships with existing local and international partners• Develop, prepare and track implementation of division’s performance contract deliverables, dashboard (strategic plan deliverables), procurement plan and budget• Negotiate and Manage contracts with consultants and suppliers• Preparation and presentation of Management, Board Papers and project reports

• Assistant Manager Consumer Education and Outreach

  • Jun 2014 - Present

  ~ Responsible for preparing and participating in stakeholder consultations in development of regulatory tools, initiatives and interventions.~ Closely monitors and determines impact of new technologies on communication regulatory mechanisms specifically consumer protection.~ Develops, implements and evaluates consumer education information, programs and initiatives~ Manages partnerships with existing local and international consumer organizations by providing input and representing the Authority in local, regional and international meetings and conferences.~ I consistently develop, prepare and track implementation of division’s performance contract deliverables, dashboard (strategic plan deliverables), budget and procurement plan that facilitates and tracks the automation of Department’s processes. ~ Co-ordinates management of contracts with consultants and suppliers and ensures the preparation and presentation of Management, Board Papers and project reports

• Research and Consumer Information

  • 2007 - Nov 2014

  ~ Developed Indicators of consumer behavior that enabled me to carry out various research on consumer behavior, attitudes and opinions on communication services in the Kenyan Market~ Successfully developed and implemented Consumer Education Programs that led to the development of relevant consumer information for example, the preparation and publication of consumer advisory content and information. ~ Identified information gaps in the communications market as well as implementing key regulatory mechanism that fully enhanced consumer protection~ Professionally handled consumer complaints and organized consumer outreach activities that led to Identification of consumer issues.~ Actively prepared strategies and forums for industry and stakeholder engagement



Telkom Kenya

• Kenya
• Telecommunications
• 700 & Above Employee

• Operations and Customer Service Officer

  • 2005 - 2006

  ~ Researched on ISP industry in Kenya that led to new product development~ Provided an analysis of Data from Choices3 application (TGI) on Market trends in ISP industryStatistical analysis of Customer Data i.e. Customer Logs, Complaints and queries~ Delivered an excellent service to all customers by answering telephones, providing customer information, handling transactions, managing customer access and effectively responding to inquiries.~ Prepared Customer service training materials on quality customer service and effectively handled the management of online Customer Relations Management System.

• Telecoms Controller ( Market Research)

  • 2004 - 2005

  ~ Formulated research proposals and market research measurement tools; questionnaires and customer satisfaction Survey, for more than 2000 respondents~ Offered extensive research training to over (10) researchers who successfully collected data in the field~ Facilitated and prepared final reports to management that communicated research findings to key officials in the regions for appropriate actions to be taken.



Comtec Group

• Intern

  • 2002 - 2002

  ~ Gained expertise in orientation to data communication, frame relay networks, ATM, ISDN (Wide area Network) and Installation of operating system (Solaris 7,8)~ Handled the troubleshooting of Data Terminal Units (DTI’s)~ Designed and setup hypothetical wide area network using New bridge Products~ Successfully Installed and configured the narrow band multiplexer (3600 Bandwidth Manager) ~ Gained expertise in orientation to data communication, frame relay networks, ATM, ISDN (Wide area Network) and Installation of operating system (Solaris 7,8)~ Handled the troubleshooting of Data Terminal Units (DTI’s)~ Designed and setup hypothetical wide area network using New bridge Products~ Successfully Installed and configured the narrow band multiplexer (3600 Bandwidth Manager)