Shanice Mangala
@shanicemangala
Customer-obsessed Contact Center Supervisor who boosts CSAT, productivity, retention, and revenue outcomes.
KenyaWhat I'm looking for
I am a customer-obsessed contact center supervisor with 5+ years improving service delivery across BPO, FMCG, and public sector projects. I have led teams of 10 FTE to handle 1,500+ monthly interactions, cut average handling time by 30%, improved CSAT by 45%, and increased productivity by 60% through KPI dashboards, coaching, and process redesign.
I specialize in CRM hygiene, SLA and KPI management, sales enablement (upsell +25%), and operational efficiency. I build capability through targeted coaching and SOP updates, drive retention via proactive workflows, and deliver measurable outcomes in customer satisfaction, lead generation, and inventory-related service processes.
Experience
Work history, roles, and key accomplishments
Customer Service Supervisor
Eminence Outsourcing
Dec 2022 - Present (2 years 10 months)
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.
Team Leader
TrueBlaq Limited
Oct 2019 - Dec 2019 (2 months)
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.
KSEnumerator
Kenya National Bureau of Statistics
Jul 2019 - Aug 2019 (1 month)
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.
Team Leader
Hue Experiential
Jan 2016 - Jan 2018 (2 years)
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.
Education
Degrees, certifications, and relevant coursework
ALX Africa
Certificate, Virtual Assistance
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%.
CCCentre for Intellectual Property and Information Technology Law, Strathmore University (CIPIT)
Certificate, Data Protection
Completed a Data Protection Course focused on data protection principles and compliance, completed on March 31, 2024.
Corporate Staffing Services
Certificate, Sales and Marketing
Completed Sales and Marketing training on designing and implementing route to market strategy, graduated February 10, 2021.
SUStrathmore University
Bachelor of Commerce, Financial Accounting
2016 - 2020
Bachelor's degree in Financial Accounting at Strathmore University completed between 2016 and 2020.
Rang'ala Girls Secondary School
Kenya Certificate of Secondary Education, General Secondary Education
2012 - 2015
Completed secondary education and obtained the Kenya Certificate of Secondary Education (KCSE) from 2012 to 2015.
Availability
Location
KenyaAuthorized to work in
Social media
Job categories
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