Open to opportunities

Eunice Mwaniki

@eunicemwaniki

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Customer-operations professional driving client satisfaction, retention, and measurable business growth.

Kenya

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What I'm looking for

I seek a client-facing operations role where I can improve customer experience, streamline processes, drive retention and contribute to measurable business growth.

I am a service-driven customer operations professional with over 6 years of experience in client services, operations, and administrative management, focused on optimizing organizational services and systems to maximize business results.

I excel at building and nurturing client relationships, serving as a client liaison and advocate to balance company and client goals, and improving account retention through attentive, solutions-oriented service.

My experience spans banking operations, insurance brokerage, front-desk and administrative support, travel coordination, and client relations for design and mobile app firms, with proven results in revenue and premium growth, process improvement, and staff training.

I am fluent in English and Kiswahili, advanced in MS Office Suite, and committed to strengthening trust, loyalty, and the bottom line through clear communication, efficient operations, and a client-centric approach.

Experience

Work history, roles, and key accomplishments

Current

Online Chat Listener

Current

Mental & Emotional Health Support Platform

Jan 2022 - Present (4 years 7 months)

Provide empathetic, confidential emotional support to individuals via live chat. Actively listen, de-escalate emotionally charged situations, and offer a safe, judgment-free space while adhering to communication and privacy guidelines.

Active Listening Emotional Support De escalation Confidentiality

Current

Data Entry Volunteer

Current

International Christian Centre

Oct 2019 - Present (6 years 10 months)

Volunteer data entry and verification, maintaining daily updates to organizational databases and supporting information desk operations to improve data integrity and reporting.

Microsoft Office Data Entry Data Verification Reporting

Data Entry & Support Volunteer

International Christian Centre

Oct 2019 - Mar 2020 (5 months)

Conducted daily data entry (60+ records/day) and managed updates on organizational databases. Served at the information desk, responding to inquiries with professionalism and empathy while maintaining confidentiality.

Data Entry Database Management Customer Service Confidentiality

Client Relations Officer

Graphite Lounge

Aug 2019 - Oct 2019 (2 months)

Managed client relations and follow-up for a Nairobi graphic-design firm, expanding client portfolio through outreach and site visits and delivering weekly reports to inform management decisions.

Client Relations Account Management Cold Calling Reporting Customer Relationship Management Email Support Data Entry

Client Services Officer

Nile Capital Insurance Brokers

Mar 2018 - Jul 2019 (1 year 4 months)

Delivered front-office client services and drove business growth, contributing 15–25% premium and business growth through new business booking, renewals, and premium collection initiatives.

Customer Service Insurance Broking Premium Collection Policy Issuance Birthmark Software Insurance Retention Data Entry

Administrative Assistant

International Christian Centre

Jul 2016 - Mar 2018 (1 year 8 months)

Provided administrative and front-desk support, streamlined scheduling and supplies management, and maintained databases and attendance records for over 60 contacts to improve operational efficiency.

Administration Calendar Management Records Management Customer Service Microsoft Office Administrative Support Data Entry Scheduling Phone Communication

Trips Assistant

Bucketlist Adventures

Jun 2016 - Mar 2018 (1 year 9 months)

Planned and coordinated leisure travel and day hikes, managed vendor relations and trip budgets up to KES 70,000, and optimized payments to support marketing and lead generation.

Vendor Management Budget Management Marketing Support

Central Operations Officer

Jamii Bora Bank

May 2014 - Oct 2015 (1 year 5 months)

Led central cash operations across branches, developed SOPs for cash handling, coordinated vault funding, and trained 15 staff, handling daily receipts between KES 500,000 and KES 1,000,000.

SOP Development Vault Forex Processing M Pesa Operations Corporate Trainer Banking Operations Customer Service Training Transaction Processing

Client Relations Officer

Multi Media Mobile Ltd.

Jul 2013 - May 2014 (10 months)

Managed client relations for a mobile-app developer, leading a team of two, resolving issues for 15–20 clients daily, and liaising between clients and technical teams to support product communication.

client support Team Supervision Help Desk Support Budget Management Customer Support Issue Resolution Documentation

Teller

CFC Stanbic Bank

Dec 2011 - May 2013 (1 year 5 months)

Processed teller transactions per AML/KYC guidelines, served as co-vault custodian, improved cash transparency through daily balancing, and supported cross-selling of banking products.

Cash Handling KYC Customer Service Cross Selling Vault