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Nyakang'o Orutwa has over 20 years of experience in the telecommunications industry, currently serving as Manager of Call Centre Operations at Safaricom since October 2010, with previous roles including Retention Manager and Call Centre Team Manager. Prior experience includes positions at Essar Telecom Kenya (YU) as Distribution and Logistics Manager and various team leader roles, as well as a Customer Service Executive at Kencell, Celtel, and Zain (Airtel) Kenya Limited. Nyakang'o started a career in customer service in various roles related to social and marketing surveys from January 2001 to May 2003. Educational qualifications include a Bachelor of Arts in Linguistics and Sociology from the University of Nairobi, obtained between 1996 and 1999, along with earlier education at Cardinal Otunga from 1990 to 1993.