Eva Mukunya

Senior Operations and Customer Experience Leader with over 10 years of experience delivering operational excellence across global BPO and contact center environments. Proven success leading large-scale customer service operations for international brands including T-Mobile, Shutterfly, Instacart, Vacasa, and Altice USA. Demonstrated expertise in service delivery, workforce optimization, stakeholder management, operational transformation, customer experience improvement, and leadership development.

Recognized for successfully scaling operations of up to 300+ employees, driving sustained improvements in NPS, CSAT, productivity, and retention while maintaining high standards of employee engagement and client satisfaction. Experienced in managing multi-site operations across Kenya and Rwanda, delivering executive-level business reviews, and leading strategic initiatives that improve operational performance and support business growth.

Operations Manager – T-Mobile Prepaid at CCI Kenya (2024-04 – Present)

• Lead a customer service operation comprising 130 agents and 9 Team Leaders supporting T-Mobile Prepaid customers.
• Drive performance across customer experience, productivity, quality, attendance, and service level metrics.
• Deliver Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs) to senior client stakeholders.
• Developed and implemented structured coaching frameworks that improved frontline performance and productivity.
• Led customer experience improvement initiatives resulting in the achievement and maintenance of a Net Promoter Score (NPS) of 43.
• Maintained employee attrition and absenteeism below 4% through targeted engagement and recognition programs.
• Partner with senior leadership teams to identify operational risks and implement sustainable performance improvements.

Operations Manager – Shutterfly Rwanda at CCI Rwanda (2023-11 – 2024-05)

• Managed a large-scale operation comprising 250 agents and 16 Team Leaders during the organization's peak operational period.
• Delivered the highest Customer Satisfaction (CSAT) performance across regional delivery centers.
• Led recruitment and final-stage interviews to support rapid workforce expansion.
• Maintained employee attrition at 4.5%, significantly outperforming industry averages.
• Served as the primary operational liaison for client stakeholders and delivered executive-level performance reviews.
• Mentored and developed future operational leaders, supporting internal succession planning and business continuity.

Operations Manager – Vacasa at CCI Kenya (2023-06 – 2023-10)

• Led daily operations for a 200-agent customer support program during peak trading periods.
• Maintained quality assurance performance above 90%.
• Introduced root cause analysis methodologies that improved coaching effectiveness and employee performance.
• Managed client stakeholder relationships and presented operational performance reviews.
• Developed structured performance management processes that align individual performance with business objectives.

Operations Manager – Shutterfly Kenya at CCI Kenya (2022-10 – 2023-05)

• Led the successful launch and scaling of a 250-agent operation supported by 20 Team Leaders.
• Delivered operational performance that contributed to the expansion of services into Ethiopia.
• Implemented communication and engagement strategies that maintained productivity during high-volume periods.
• Established leadership development frameworks to improve management capability and performance consistency.

Team Manager – Instacart at CCI Kenya (2022-01 – 2022-09)

• Managed multi-channel customer support operations across Voice, Chat, and Back Office functions.
• Achieved top performance rankings through coaching, workforce management, and KPI delivery.

Team Manager – Shutterfly at CCI Kenya (2021-06 – 2021-12)

• Supported rapid operational growth from 23 to 180 employees.
• Led performance management and stakeholder communication initiatives.

Team Leader – Altice USA at CCI Kenya (2020-06 – 2021-05)

• Recognized as the top-performing Team Leader for customer satisfaction and attendance.
• Served as Acting Duty Manager, supporting site-wide operational management.

Lead Quality Analyst / Quality Analyst at CCI Kenya (2019-04 – 2020-05)

Customer Service Representative at CCI Kenya (2016-05 – 2019-03)

Degree in Business Management – The Kenya Institute of Business Management (2021)

Higher Certificate in Contact Centre Operations (2024-04 – 2026-04)