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Eunice Machuki
Looking for a jobCustomer Retention Manager
Customer Retention Manager at Evolution Century Limited who developed targeted strategies to reduce churn.
KenyaCustomer Retention Manager at Evolution Century Limited
Experience
Customer Retention Manager
Led customer retention initiatives with a focus on service excellence and long-term client engagement. Managed customer interactions across multiple channels and implemented targeted retention strategies to reduce churn.
Customer RetentionCustomer SupportCRMHelp DeskData AnalysisReportingConflict ResolutionProcess Improvement
Solution Coach
Played a key role in performance management and coaching within a fast-paced customer support environment. Designed coaching frameworks and supervised agents to meet KPIs.
CoachingPerformance ManagementZendeskFreshdeskBeehiveQuality AssuranceReportingStakeholder Management
Team Manager
Oversaw a team of call centre representatives, ensuring service delivery aligned with operational targets. Managed team performance and implemented process improvements.
Team LeadershipPerformance ManagementSLA ManagementData AnalysisReportingProcess ImprovementCustomer Service
Quality Analyst
Maintained service quality standards through detailed monitoring, evaluation, and coaching. Audited calls, emails, and social media interactions to ensure compliance.
Quality AssuranceAuditCoachingData AnalysisReportingCalibrationPerformance Evaluation
Executive Customer Care / Cashier
Managed front-facing customer service operations in a healthcare environment. Handled complaints, appointment scheduling, billing, and insurance claims.
Customer ServiceComplaint ResolutionAppointment SchedulingBillingInsurance ClaimsRecord keeping
Intern Librarian
Supported core library operations and information management processes. Assisted in acquisition, cataloguing, and classification of information materials.
CataloguingClassificationArchivingInformation ManagementLibrary Operations
Education
Kenya Technical Teachers College
Completed a Diploma in Information Studies with Credit.
Olooseos Girls High School
Attained the Kenya Certificate of Secondary Education with a grade of C+.
Evertone Academy
Completed the Kenya Certificate of Primary Education with 323 marks.