RESUMEJENIFFER WANGUI MUNYORI

P.0 Box 41264, -80100MOMBASA, KENYA

Telephone: 0721-340468, E-mail:-jeniffermunyori@gmail.com

Career Background

A university graduate; energetic, ambitious person who has developed a mature and responsible approach to tasks and situations that I am presented with as well as excellent in working with others and as an individual. I have Over 10 years working experience in Customer Care, Marketing and Administration.

Career Objective To work in a fast-paced and well established organization that will offer necessary practical experience, challenges and opportunities for career and self-development.

Academic & Professional Qualifications

May 2012 to Dec 2014 Mt. Kenya University Bachelor of Business Management (Marketing)

2005 to March 2007 Kenya Institute of Management (KIM) Certificate in Business Management Advanced Certificate in Business Management Diploma in Public Relations

2003 to 2004 Coast Institute of Business Studies (CIBS) Computerized secretarial stages I, II, III

Professional

2015 – Yitzak Associates Ltd. Performance Management

2011 - Institute of Advance Technology ICDl part 1 and part 11

2010 – Government Training Institute, Matuga Strategic Customer Care Management

2010 – Paragon Business Development Center Extra –ordinary communication skill and customer service

Abilities & Skills Team management, excellent leadership, problem-solving and interpersonal communication skills;

Ability to develop and execute Management strategies and business plans under tight budget to drive the corporate strategy;

High degree of professional competence in management of target-based business port-folios;

Clear understanding of the vision and mission of the company and ability to translate the Business role in realization of the mission;

Ability to use computers , including MS Office suite and Management Information System (MIS); and

Ability to coach and mentor staff in order to build their capacities. Excellent interpersonal and communication skills. Patient & Tolerant, with a positive attitude towards work.

Professional Experience

2014 to date : Mombasa Water Supply And Sanitation Co. Ltd

Designation: Marketing &Liaison Officer- Low Income Consumer Services

Key Achievements: I have been part of teams that developed Water Services Trust Fund (WSTF proposal

for water for Bokole and Tuatugawea, a sanitation proposal for Bengala.I was in the team that did the proposal for water supply reinstatement, household/yard tap connections for railway quarters in Changamwe. Carried out research on population density, demographic data, population, sanitation, and general information of the areas.

I developed the department’s work plan, objectives and the budget. Wrote a concept paper for water supply improvement for Jitoni, Kwa Hakatsa and

Jomvu mission informal settlements- Mombasa West mainland.

Duties:- Taking the lead in community engagement and participation

process to ensure successful pro-poor service delivery and local capacity development.

Identifying consumer needs and constraints and assist in developing appropriate strategies to ensure effective service delivery.

Developing and implementing strategic neighborhood outreach plans.

Leading in marketing and recruitment of new customer in low income areas

Providing advice and supporting local entrepreneurs, community group towards active and sustainable participation in management of new and upgraded water and sanitation service infrastructure

Organizing community meetings, visibility events and targeted awareness and customer enrolment campaigns.

Preparing and timely submitting progress and other reports to the Low Income Consumer Service Manager (LICS).

March 2007 to October 2014 : Mombasa Water Supply & Sanitation Co. LtdDesignation: Customer Care officer

Key Achievements I was in charge of handling all M-pesa payments in customer care

unit and I managed to reduce the complains and streamline the M-pesa transactions

I was also involved in Water kiosk team operation, my team and I managed to streamlined water kiosk venders in Mombasa in the sense that they managed to meet all the required standards.

I was also involves debt collection team and we managed to collect a good sum of amount and the department is still very active.

Duties:- Attending to Customer queries and complaints orders and ensure

that these are routed to the correct office for resolution. Logging of all complaints/queries. Contracting new customer and account transfers. Preparing and submitting daily and monthly reports. Monitoring resolution of applications for customer connection. Reviewing and verifying the correctness of customer information. Generating service orders for customer complaints. Effectively managing the customer service function. Promoting new ideas and business solutions. Carrying out customer surveys and proposes improvements arising

from feedback received. Managing and guiding the operations of the customer service and

call center teams.

May 2012 Finance department ( cash office)

I was part of a debt collection team that was formed to reconcile all the accounts with bad debts. I was involved in reconciliation, following up and collection of outstanding debts.Duties:- Updating the cash book, maintaining petty cash float and

preparing daily cash position. Writing and recording all cheques/cash received by the company

and banking the same as directed Receiving suppliers invoices, assigning correct codes, and posting

them into the System Handle correspondence with local suppliers

Department 3: Statistic and Monitoring DepartmentDuties:- Collecting and dispatching data Dispatching new connection forms to computer department Compiling daily and monthly statistics report Dispatching daily and revenue collection reports.

Feb 2006 to Feb. 2007 : Union Tea Brokers Designation: - Front office ExecutiveDuties: - Customer service Closing the catalogues Replying to all emails Secretarial duties Handling in-coming and outgoing calls

2004 to Feb 2006 : New Mombasa Service StationDesignation: Front Office /Administrative AssistantDuties: - Customer Service Handling in-coming and outgoing calls Typing letters and filling documents. Administrative duties.

2014 & 2015 Team Manager – Mombasa Water Netball team. For the 2 years I was the Team Manager, Netball team

represented the company in the Water Companies Sports

Association games and managed to become position 2 among all Water Service Providers.

Bio-data Date of Birth :1981Gender :FemaleNationality :KenyanLanguages : English and KiswahiliReligion :Christian

Referees

.

Mr. Caesar ThairuThe General MangerUnion Tea BrokersTel: 0412316280/0721786986P.O. Box 81120-80100,

Mr George .H. MattaManaging Director Kibmat Loss Assessors (EA.) LtdTel; 041-2221177 Cell;- 0721-609328P O Box 16560-80100,

Mr. Timothy MugoOperation & Maintenance Manager (Water)Mombasa Water Supply & Sanitation Co LtdTel: 041-2315166 Cell:-0721-236366