Linmisha

Customer Experience and Operations Leader with over 10 years of progressive experience building and scaling multi-country customer success operations across East Africa. Proven track record establishing departments from scratch, leading distributed teams of 200+ staff, designing SOPs and QA frameworks, implementing CRM systems, and driving measurable improvements in NPS, resolution time, and customer retention. Experienced across Energy, Mobility-adjacent, E-commerce, and Non-profit sectors with a strong ability to connect operational strategy to customer education, adoption, and long-term engagement.

Equally comfortable designing executive strategy and executing within field operations environments.

Customer Experience Manager - Jaguar Petroleum

(2025-03)

• Established the Customer Experience department from scratch to support the launch of the LPG business line.
• Designed end-to-end customer service processes, SOPs and workflows using ERPNext and Cloud One.
• Conducted direct Quality Assurance audits, call monitoring and coaching for agents.
• Created onboarding and training programs that reduced ramp-up time by 30 percent.
• Partnered with Sales and Operations to streamline order processing and invoicing.
• Implemented escalation frameworks improving complaint resolution speed by 45 percent.
• Introduced WhatsApp and email support channels reducing call dependency by 40 percent.
• Developed performance dashboards and CX reporting for management decision making.
• Built a customer-centric culture focused on empathy, accountability and proactive communication.

Vice President – Customer Service - Mara

(2022-05 - 2023-07)

• Developed and executed the overall customer service strategy aligned to company goals.
• Defined service levels, KPIs and operational standards for multi-country operations.
• Led and managed customer service teams located in Kenya and Nigeria remotely.
• Built performance management systems, coaching structures and reporting frameworks.
• Improved customer experience by analyzing feedback and implementing corrective actions.
• Worked with Product, Technology and Marketing teams to enhance user experience.
• Ensured compliance with regulatory and data protection requirements.
• Prepared executive reports on customer satisfaction, service quality and efficiency.
• Supported initiatives that trained over 100,000 young people in Kenya and Nigeria on digital skills.

Customer Engagement Manager - One Acre Fund

(2017-06 - 2022-07)

• Managed customer engagement operations serving more than 700,000 rural farmers in Kenya.
• Led a remote workforce of over 200 seasonal agents and 70 permanent staff.
• Oversaw a multilingual call center handling over 3,000 calls daily.
• Built and operationalized new CS teams in Tanzania, Rwanda and Uganda remotely.
• Designed Quality Assurance frameworks to monitor and improve service interactions.
• Led Training of Trainers programs to scale knowledge across countries.
• Implemented process improvements reducing resolution time by 60 percent.
• Maintained uninterrupted service delivery throughout the COVID-19 period.
• Collaborated with product managers and developers to enhance CRM and data platforms.
• Mentored mid-level managers through weekly reviews and performance coaching.
• Participated in annual budgeting and operational planning for the department.

Customer Experience Manager - Jumia Kenya

(2015-11 - 2017-03)

• Served as the voice of the customer within Jumia Kenya.
• Managed customer experience projects and analytic teams.
• Championed all initiatives dedicated to enhancing customer experience on Jumia platforms.
• Owned end-to-end project management for customer experience improvement projects.
• Worked closely with internal teams to identify and prioritize CX projects.
• Led improvements across Online, Purchase, Delivery and After-sales experience.
• Liaised with logistics partner Jumia Services on process improvements.
• Owned the entire customer journey both online and offline.
• Developed measurement techniques such as mystery orders and customer segmentation.
• Signed off on all communications that directly impacted customers.
• Built a customer-centric culture across Jumia Kenya teams.
• Improved Net Promoter Score from below 50 to consistently above 90.
• Reduced delivery-related complaints by 50 percent.

Customer Service Team Lead - Jumia Kenya

(2015-01 - 2015-10)

• Led the customer service team and ensured high quality customer interactions.
• Conducted regular trainings for agents on communication and product knowledge.
• Monitored KPIs and prepared performance reports for management.
• Handled escalated customer complaints and special requests.
• Managed Zendesk and OMS systems for tracking and follow-ups.
• Ensured timely follow-ups via email and phone to close customer issues.

Customer Service Representative - Jumia Kenya

(2013-12 - 2014-12)

• Handled customer inquiries through phone, email, live chat and social media.
• Assisted customers during store discovery, ordering and checkout processes.
• Coordinated order fulfillment and after-sales support.
• Managed customer data and cases using Zendesk and OMS systems.
• Handled social media portals including Facebook and Twitter for customer support.
• Ensured consistent follow-ups to guarantee customer satisfaction.

Bachelor of Business Information Technology - Business Information Technology - St. Paul's University