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Eve Mwangi

@evemwangi

Customer strategy and operations analyst at Kenya Revenue Authority who improved query resolution by 40% for digital tax services.

Kenya

Message

At Kenya Revenue Authority, I directed digital support for more than 2 million annual users and used performance data to redesign workflows, accelerating query resolution by 40%. I also managed and coached digital service agents and received the Chat CSA of the Year award for 2019/2020.

At Mountainside Service Station, I analyse sales and inventory data, share recommendations with stakeholders, and replaced manual end-of-day reconciliation with weekly tracking. Earlier, I coordinated stakeholder reviews and reporting at Kenya Revenue Authority, where redesigned administrative processes improved workflow efficiency by 15–20%.

Experience

Work history, roles, and key accomplishments

Current

Operations Support (Part-Time)

Current

Mountainside Service Station

Feb 2026 - Present (8 months)

Analysed sales and inventory data to resolve discrepancies and improve inventory accuracy. Delivered remote reporting and replaced manual reconciliation with a weekly tracking system.

Data Analysis Excel Inventory Management Reporting Process Improvement

Customer Experience Lead

Gail's Bakery

Nov 2023 - Nov 2025 (2 years)

Built trusted customer relationships and lifted satisfaction to 90%+. Owned first-line resolution of issues, using root-cause analysis to reduce churn risk and collaborating cross-functionally across multi-site teams.

Customer Experience Root Cause Analysis Cross Functional Collaboration Process Improvement Zendesk Salesforce

Operations & Stakeholder Management Officer

Kenya Revenue Authority

Jan 2022 - Aug 2023 (1 year 7 months)

Led cross-functional stakeholder coordination and performance monitoring, producing quarterly reports and executive updates. Redesigned administrative processes to improve workflow efficiency by 15-20%.

Stakeholder Management Performance Monitoring Reporting Process Improvement Excel Power BI

Chat Platform Lead & Digital Taxpayer Services Advisor

Kenya Revenue Authority

Apr 2018 - Dec 2021 (3 years 8 months)

Directed digital support for 2 million+ annual users, redesigning workflows to accelerate query resolution by 40%. Managed and coached a team of digital service agents and standardised omnichannel procedures.

Digital Support Team Management Workflow Redesign Omnichannel Quality Assurance Zendesk Oracle CRM