Everlyn Mang'eni
@everlynmangeni
I lead customer experience operations—optimizing KPIs and empowering teams for service excellence.
KenyaWhat I'm looking for
I’m a Customer Experience & Operations leader with 6+ years of progressive experience in high-volume contact center and service environments across technology, healthcare, and enterprise services. I’ve built my career around leading frontline teams, improving service quality at scale, and owning key performance indicators like FCR, CSAT, SLA, AHT, and TAT.
In my current role as a Customer Experience & Operations Consultant, I support a growing engineering and supplies business by designing support workflows, coordinating client communications, and standardizing tracking and reporting. Previously, I served as an Operational Officer at Homa Bay County Hospital and held contact center operations and escalation responsibilities at Techno brain Kenya, where I monitored queues and backlog trends, drove root-cause improvements, and mentored peers on workflows and customer communication.
Experience
Work history, roles, and key accomplishments
Customer Experience Consultant
Erubi Engineering Services & Supplies Limited
Jan 2024 - Present (2 years 6 months)
Provided customer experience and operations support on a consultancy basis, improving service structure and client communication. Designed support workflows, acted as primary contact for inquiries and quotations follow-ups, and standardized reporting and documentation to improve responsiveness and accountability.
Operational Officer
Homa Bay County Hospital
Apr 2022 - Mar 2023 (11 months)
Led frontline service operations in a high-pressure healthcare environment across in-person, phone, and email channels. Managed escalations and sensitive complaints, coordinated daily workflows and queue prioritization, and maintained accurate service records and performance documentation to support service improvements.
Contact Center Operations Lead
Techno Brain Kenya
May 2019 - Mar 2022 (2 years 10 months)
Supported high-volume digital platforms by resolving technical and account-related issues using structured ticketing processes. Monitored queue and turnaround trends, prepared performance reporting, and improved First Contact Resolution through escalation handling, cross-team collaboration, and mentoring.
Customer Representative
Career Directions Limited
Dec 2017 - May 2019 (1 year 5 months)
Served as the first point of contact for customer inquiries, complaints, and issue resolution in a structured call center environment. Accurately logged and tracked cases in IT/CRM tools, escalated unresolved issues, and followed up to ensure timely closure with professionalism and data accuracy.
Education
Degrees, certifications, and relevant coursework
KASNEB
Certified Company Secretary, Company Secretarial
Pursuing the Certified Company Secretary qualification through KASNEB.
Colorado State University
Certification, Business & Entrepreneurship
2013 -
Completed a Business & Entrepreneurship certification at Colorado State University in 2013.
United States International University
Bachelor’s Degree, International Relations
2010 - 2015
Earned a Bachelor’s Degree in International Relations from United States International University between 2010 and 2015.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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