Open to opportunities

Leah Karanja

@leahkaranja

Message

I am a Customer Success leader driving retention and operational efficiency.

Kenya

Message

What I'm looking for

I'm seeking a customer-focused role where I can lead retention and operations, improve processes, mentor teams, and work remotely with flexible hours to drive measurable satisfaction and efficiency.

I am an empathetic, results-driven customer success and operations professional with over 10 years' experience delivering high-quality service in fast-paced environments. I led client success and retention initiatives for large enterprise portfolios and implemented process improvements that improved response times by 25% and increased customer retention by 15%.

I manage end-to-end support operations, mentor teams, and ensure SLA compliance while leveraging CRMs, ticketing platforms, and G Suite to streamline communication and reporting. I hold a Bachelor of Business Management (Finance & Banking), am pursuing CRM training, and am ready for remote, flexible roles where I can drive measurable improvements.

Experience

Work history, roles, and key accomplishments

Branch Manager / Customer Success Lead

Directline Assurance Co. Ltd

Jan 2020 - Jan 2023 (3 years)

Led client success and retention for a high-velocity portfolio of 1,000+ enterprise accounts, introducing process and tracking improvements that improved response times by 25% and increased customer retention by 15%. Built and mentored a 12-person team, raised first-contact resolution by 20%, and ensured SLA compliance while reporting performance to senior management.

Customer Success Retention SLA Management Process Improvement Team Leadership CRM Stakeholder Management

Customer Service Officer

Directline Assurance Co. Ltd

Jan 2015 - Jan 2020 (5 years)

Managed 100+ partner and customer accounts, improving satisfaction scores by 35% through tailored onboarding and policy guidance while handling high-volume queries across email, phone, and in-person channels. Streamlined claims and policy tracking processes to improve turnaround time by 20% and collaborated with cross-functional teams to resolve complex issues.