Eunice Mwaniki
@eunicemwaniki
Customer-operations professional driving client satisfaction, retention, and measurable business growth.
What I'm looking for
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
Data Entry Volunteer
International Christian Centre
Oct 2019 - Present (6 years)
Volunteer data entry and verification, maintaining daily updates to organizational databases and supporting information desk operations to improve data integrity and reporting.
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 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.
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.
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.
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.
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.
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.
Education
Degrees, certifications, and relevant coursework
University of Nairobi
Bachelor of Arts, Tourism & Communication
2005 - 2009
Completed a Bachelor of Arts in Tourism and Communication, focusing on tourism management and communications principles.
University of Nairobi
Diploma, Cultural Tourism
2003 - 2004
Completed a Diploma in Cultural Tourism with practical and theoretical training in cultural tourism practices.
University of Nairobi
Certificate, Public Relations
2001 - 2002
Completed a Certificate in Public Relations covering foundational PR concepts and communication skills.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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