Patricia Macharia

Developed retention strategies that strengthened customer relationships, improved service delivery, supported account growth, and systematically reduced churn. Expanded digital self-service across the Customer Portal, Mobile Application, and Agent App, improving access to services, driving product adoption, and boosting digital engagement.

Supported customer retention initiatives that strengthened loyalty, service delivery, Customer Satisfaction (CSAT), and overall customer engagement. Coordinated business requirements, User Acceptance Testing (UAT), training, and adoption activities for implementation of the Customer Relationship Management (CRM) system to support overall customer success.

Managed policy servicing, customer correspondence, claims enquiries, benefit payments, and policy administration while meeting service standards and driving Customer Satisfaction (CSAT). Resolved customer complaints and complex service enquiries through cross-functional coordination and timely issue resolution to prevent early account churn.

Operated switchboard and provided receptionist duties, handling incoming calls and directing them appropriately.

Served as group receptionist, managing front desk operations and assisting visitors.

Provided receptionist and customer service support, handling customer inquiries and administrative tasks.

Currently pursuing a Lean Six Sigma Black Belt certification at MF Treinamentos.

Completed a Certificate in Data Analytics from Inquest Research and Consulting in 2023.

Completed a Diploma in Business Management at Data Centre Institute.

Pursued a Bachelor of Business and Information Technology (BBIT) degree at St. Paul’s University.

Earned the Lean Six Sigma White and Yellow Belt Certificate from MF Treinamentos in 2025.

Earned the Fellow, Life Management Institute (FLMI) designation from the Life Management Institute in 2023.

Completed a Certificate in Computer Operations at the Regional Centre of Tourism and Foreign Language.