Shanice Mangala

Led a 10-person contact centre team handling 1,500+ monthly interactions and ~300 weekly escalations; improved CSAT by 45%, cut AHT by 30%, and reduced wait times by 20% while increasing retention 40% and generating 50+ qualified leads/month.

Onboarded and trained new staff, supervised a 10-person sales team to drive in-store campaigns, improving campaign effectiveness 20% and increasing sales by 25% over a quarter.

Conducted door-to-door census interviews with 300+ residents, improved data accuracy by 30% through daily issue reporting and meticulous data review, and used electronic devices to streamline data collection.

Led brand ambassador teams to achieve sales targets and maintain operational standards, managed inventory control, and produced post-campaign performance reports to improve future activations.

Completed the ALX Africa Virtual Assistant Program covering executive support, inbox/calendar management, documentation, and client communications; applied Excel (pivot tables, lookups) to build trackers and delivered a capstone that reduced client support turnaround time by 20%.

Completed a Data Protection Course focused on data protection principles and compliance, completed on March 31, 2024.

Completed Sales and Marketing training on designing and implementing route to market strategy, graduated February 10, 2021.

Bachelor's degree in Financial Accounting at Strathmore University completed between 2016 and 2020.

Completed secondary education and obtained the Kenya Certificate of Secondary Education (KCSE) from 2012 to 2015.