Carol Machine

Supporting “C” Level & Business owner focused interventions to alleviate their organization’s pain points in the Strategic, Operational and Crisis Management areas by:-

• Identifying the underlying issues that are critical in ensuring that Customer Centricity and Service Excellence are enhanced.
• Defining and executing strategies for Service Excellence.
• Maintaining or developing and implementing standard operating procedures and measurements to meet customer satisfaction.

I am a Customer Experience Expert having worked with Emirates Airline in the United Arab Emirates for sixteen years. Previously worked as a consultant with Kenya Railways Corporation, holding the position of Business and Commercial Expert, Passenger services, specializing in the Standard Gauge Railways’, Kenya’s largest infrastructure development project, focusing on passenger services. Also previously worked with Bliss Healthcare Ltd, Kenya's largest network of medical centers as the Senior Manager for Customer Experience.

Area of expertise includes developing, equipping, empowering and positioning staff to deliver exceptional standards of customer service in any client focused organization.

1995-1998

BSC. In International Business Administration/Marketing Minor.United States International University-Africa.

1991-1994

Kenya Certificate of Secondary Education. Moi Girls High School Nairobi.

1982-1990

Kenya Certificate of Primary Education. Muthaiga Primary School.