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Eunice Machuki

@eunicemachuki

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Customer Retention Manager at Evolution Century Limited who developed targeted strategies to reduce churn.

Kenya

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At Evolution Century Limited, I led customer retention initiatives and developed targeted strategies for at-risk customers. I also implemented structured follow-ups to help resolve customer issues and support satisfaction.

Previously, I coached and supervised customer service teams at Majorel Kenya and Call Centre International (CCI) Kenya, supporting performance against service and quality benchmarks. At Afya International Hospital, I handled patient-facing service, appointment scheduling, billing, payments, and insurance claims.

Experience

Work history, roles, and key accomplishments

Customer Retention Manager

Evolution Century Limited

Oct 2022 - Jun 2025 (2 years 8 months)

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 Retention Customer Support CRM Help Desk Data Analysis Reporting Conflict Resolution Process Improvement

Solution Coach

Majorel Kenya

Sep 2021 - May 2022 (8 months)

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.

Coaching Performance Management Zendesk Freshdesk Beehive Quality Assurance Reporting Stakeholder Management

Team Manager

Call Centre International (CCI) Kenya

Mar 2020 - Aug 2021 (1 year 5 months)

Oversaw a team of call centre representatives, ensuring service delivery aligned with operational targets. Managed team performance and implemented process improvements.

Team Leadership Performance Management SLA Management Data Analysis Reporting Process Improvement Customer Service

Quality Analyst

Call Centre International (CCI) Kenya

Feb 2019 - Mar 2020 (1 year 1 month)

Maintained service quality standards through detailed monitoring, evaluation, and coaching. Audited calls, emails, and social media interactions to ensure compliance.

Quality Assurance Audit Coaching Data Analysis Reporting Calibration Performance Evaluation

Executive Customer Care / Cashier

Afya International Hospital

Nov 2015 - Feb 2019 (3 years 3 months)

Managed front-facing customer service operations in a healthcare environment. Handled complaints, appointment scheduling, billing, and insurance claims.

Customer Service Complaint Resolution Appointment Scheduling Billing Insurance Claims Record keeping

Intern Librarian

University of Nairobi

Sep 2013 - Nov 2013 (2 months)

Supported core library operations and information management processes. Assisted in acquisition, cataloguing, and classification of information materials.

Cataloguing Classification Archiving Information Management Library Operations