Pauline Warui

Pauline Warui is a customer experience and leadership professional with over 25 years of

experience in customer service, contact centre operations, and service leadership. She is

the former Director of Customer Care at Safaricom PLC and CEO and Founder of East

Africa Customer Care Centre (EACCC), a NITA-certified training and advisory firm.

Her expertise includes leadership and influence, customer relationship management, service

excellence, complaint handling, customer-centric sales, team coaching, and change

management. She has trained and advised organisations including NCBA Bank, Platinum

Credit, Mwalimu National SACCO, AAR Insurance, and Kenya Power.

Pauline is a Fellow of the Chartered Institute of Customer Management, holds

a Bachelor of Arts from the University of Nairobi, and has undertaken postgraduate

studies at Strathmore Business School.

Her facilitation combines practical case studies, role plays, service-recovery simulations, and

actionable improvement plans. Her experience is particularly relevant to strengthening

leadership, customer engagement, and service delivery among banking relationship managers

and frontline teams.